Quality Assurance and Policies - Off Screen Media

At Off Screen Media, we are dedicated to providing exceptional quality in all our visual media services, including videography, photography, and website design. We strive to meet your unique requirements and our talented designers and visual artists work diligently to fulfill your creative vision. We believe in delivering top-tier results, with each project being meticulously researched and expertly crafted.

Our Commitment to Your Satisfaction:

We aim for 100% client satisfaction across all our services. To ensure this, we offer a comprehensive revision policy for each service, allowing for adjustments until you are completely happy with the final outcome (the number of revisions will be determined by your chosen service package). Our ultimate goal is to not just meet, but significantly exceed your expectations.

Revision Processes:

Videography & Photography: We will continue to refine your video and photo projects based on your feedback, within the scope of your selected package, until you achieve complete satisfaction.

Website Design: We will iterate on the design of your website based on your feedback, within the parameters of your package, ensuring it aligns with your brand identity and objectives.

Requesting a Refund:

Should you wish to request a refund for any of our services, please follow these steps:

You can initiate a refund request by:

Contacting our Customer Support Team: Please reach out to us via email at [Insert Off Screen Media Email Address Here] or by calling us at [Insert Off Screen Media Phone Number Here, if applicable].

Upon receiving your refund request, our team will review it promptly. Following the necessary analysis, we will initiate the refund process.

Important Note Regarding Refunds:

Once a refund has been processed, you will no longer possess any rights to any concepts, footage, photographs, website designs, or final products submitted by Off Screen Media. Ownership and copyright of all such materials will remain with Off Screen Media.

Project Turnaround Time:

Turnaround time refers to the estimated duration for the initial delivery of your project concepts or drafts, commencing after order confirmation and the submission of a complete project brief. Please note the following guidelines: Videography & Photography: The initial delivery timeframe for video and photo projects will be communicated to you upon confirmation of your order and receipt of all necessary project details. This timeframe will vary depending on the complexity and scope of your specific project. For projects requiring intricate pre-production (e.g., detailed storyboarding, location scouting, photoshoot planning), the initial turnaround time may be longer and will be communicated clearly during the project planning phase.Website Design: The initial design concepts for your website (e.g., mockups, wireframes) will be delivered within [Specify Timeframe, e.g., 3-5 business days] after order confirmation and receipt of your complete brief. For websites with multiple pages or complex features, the initial delivery time may be longer.The turnaround time for revisions across all services will vary based on the complexity of the requested changes and will be communicated to you by our team.For orders placed on Fridays or Saturdays, the processing and turnaround time may commence on the following Monday.

Delivery Policy:

The final deliverables for each service will be sent to you via the agreed-upon method (e.g., secure file transfer, cloud storage link, website deployment) on or around the estimated completion date communicated in your order confirmation. You will also receive a confirmation notification upon delivery.

The turnaround time for the complete order will be based on the specifics of your project and outlined in your package details.

For urgent project requests, please contact our customer support team to discuss expedited options.

Revision Policy:

The number of revisions included in your service is determined by your selected package. Our commitment is to provide you with the best possible outcome, and we will continue to revise your project within the parameters of your package until your needs are met. You will not be charged additional fees for revisions that fall within the scope of your package and do not represent a fundamental change in the original brief. The turnaround time for revisions will depend on the complexity of the requested changes and will be communicated to you by our team.

Videography & Photography: Revision turnaround times will vary based on the nature of the feedback and the complexity of the required edits.Website Design: Revisions to website designs will typically be addressed within [Specify Timeframe, e.g., 24-48 hours], depending on the extent of the changes.

Refund Policy:

Off Screen Media's refund policy is void under the following circumstances:

The primary creative direction or initial concept (video, photo, or website design) has been approved by you.You have requested and received revisions to the initial concept.The cancellation is due to reasons not directly related to Off Screen Media's service delivery or quality.Off Screen Media has not been contacted regarding the project for more than two weeks after the initial brief submission.Off Screen Media’s policies have been violated by the client.Another videographer, photographer, or web designer/developer has been engaged for the same project while our services are ongoing.The initial project brief provided by the client was incomplete or lacked essential information.A complete change in the fundamental creative direction or project scope is demanded after the initial concept has been presented.The refund request is made after the agreed-upon timeframe for such requests (as communicated during the onboarding process).The client's business is closing, changing its name, or undergoing a significant change unrelated to our services.Reasons such as "change of mind," disagreement with partners, or other reasons not directly pertaining to the quality or delivery of our services will not be grounds for a refund under any circumstances.If a client subscribes to a service bundle and is dissatisfied with a specific service within that bundle, any applicable refund will only apply to that particular service and not the entire bundle.No refund can be claimed or processed once the final files (video, photo, or website files/deployment) have been delivered to you following your final approval.Refunds and revisions do not apply to any elements or services offered free of charge.Refund requests for videography and photography projects must be made within [Insert Number] days from the initial delivery of the first concept. Requests made after this period will not be eligible for a refund.Refund requests for website design projects must be made before the final website design is approved and sent for development (if applicable). Once development commences based on your approved design, refunds for the design phase will not be granted.Services including but not limited to stock footage/photo licensing (if purchased separately), third-party platform fees, domain registration, web hosting, SEO services, and social media management are non-refundable under any circumstances.For website development services, refunds will not be entertained once the client has approved the design and the website is sent for development.

Note:

Off Screen Media reserves the right to reject any project or cancel a contract at its discretion if deemed necessary. Upon processing a refund, you relinquish all rights to use any concepts, footage, photographs, website designs, or final products created by Off Screen Media, and they will remain the sole property of Off Screen Media.

Record Maintenance:

Off Screen Media will retain project files and finalized deliverables for a period of [Insert Timeframe, e.g., three months] after final delivery for videography and photography projects, and [Insert Timeframe, e.g., six months] for website design projects. This is to assist with any potential file retrieval requests in case of loss or damage on your end.

Customer Support:

Our dedicated customer support team is available during [Specify Support Hours or 24/7 if applicable] to address any concerns or queries you may have regarding our videography, photography, and website services. Please contact us via email at [Insert Off Screen Media Email Address Here] or call us at [Insert Off Screen Media Phone Number Here, if applicable]. Response time may take a day.

Communication Policy:

Off Screen Media will only be responsible for communications conducted through our official email address: [Insert Off Screen Media Email Address Here] and any phone numbers explicitly provided on our official website: [Insert Your Website Address Here]. We are not liable for any damages or misunderstandings arising from communication through unofficial channels or contact details not provided by us. We take full responsibility for the accuracy and integrity of information provided through our official domains.