REFUND & SLA POLICY
Scope
This Refund & Service Level Agreement (SLA) Policy governs the purchase and delivery of video content services provided by AppVids ("the Seller") to the customer ("the Client").
Seller:
Sergei Kurapov (Sole Proprietor / Autónomo)
Jurisdiction:
Spain, Madrid
Business Model:
This policy applies strictly to the B2C (Business-to-Consumer) model under which AppVids operates.
Service Type:
The services covered are one-time packs only; AppVids does not operate on a subscription basis and does not utilize auto-renewals.
Content Nature:
The services involve the provision of AI-generated content, including scripts, avatars, and voiceovers.
Definitions
"Brief Accepted": The official timestamp when the specific requirements for an order are confirmed by AppVids, marking the start of the production process.
"Delivery": The transfer of the final video file or a download link to the Client.
"Prohibited Content": Content that falls under restricted categories, specifically Adult or Medical topics, which are strictly prohibited, or other content restricted at AppVids' discretion.
SLA Start Point
The Service Level Agreement (SLA) regarding delivery times is strictly calculated from the moment of the "Brief accepted" confirmation email.
Standard SLA:
The guaranteed delivery time is 48 hours from the issuance of the "Brief accepted" confirmation.
Agreed Delay Handling
In certain instances, production may require additional time due to complexity or unforeseen circumstances.
If a delay is anticipated, an agreed delay may be established.
To be valid under this policy, any extension to the standard 48-hour SLA must be explicitly confirmed by email between the Seller and the Client.
Unagreed Delay Remedies
If the Seller fails to deliver the final product within the Standard SLA (48 hours) or the Agreed Delay period without prior email confirmation, the Client is entitled to the following remedies based on the duration of the delay:
Minor Delay (< 24 hours):
If the delivery is late by less than 24 hours, the Client is eligible for a 50% refund of the order value.
Major Delay (≥ 24 hours):
If the delivery is late by 24 hours or more, the Client is eligible for a 100% refund of the order value.
No-Refund Scenarios
Refunds are strictly governed by the delay remedies outlined above. The following scenarios generally do not qualify for a monetary refund, as alternative remedies are provided:
Quality Disputes:
Issues regarding the creative execution or quality of the video are handled via the Revision Policy rather than immediate refunds. Revisions are allowed within 72 hours after delivery.
Prohibited Content:
Orders placing requests for restricted content (Adult, Medical) may be cancelled or refused at AppVids' discretion.
Refund Request Procedure
To initiate a refund request for a delayed delivery or to request revisions:
The Client must contact support via email at [email protected].
For quality-related adjustments, the Client must submit their revision request within the 72-hour window following delivery.
Refund Method and Timing
Approved refunds (e.g., for delays ≥ 24h) will be processed to the original payment method used during the purchase.
As AppVids operates as a Sole Proprietor (Autónomo) in Spain and is Not a VAT payer, invoices and credit notes will reflect this legal status.
Chargeback Prevention
AppVids is committed to fair dispute resolution.
Clients are encouraged to contact [email protected] to resolve delivery delays or quality issues before initiating a payment dispute or chargeback with their bank.
The remedies for late delivery (50% or 100% refunds) are contractually guaranteed to avoid the need for external dispute resolution.
Contact Information
For all inquiries regarding this policy, refunds, or order status: