Refund Policy

Every project is delivered as a watermarked preview on a private link. You only pay once you have watched it. If the preview is not right, tell us before paying and we will revise it or, if we cannot get it right, close the project with nothing owed.

Because a delivered video is a custom digital file that cannot be returned, payments are generally final. We will still make it right in these cases:

• The final file is corrupt, the wrong aspect ratio, the wrong length, or still watermarked — we re-export it immediately at no charge.
• The video does not match the brief you approved — we fix it under your included revision round.
• We cannot deliver the corrected file within a reasonable time — we refund in full.
• You were charged twice, or charged the wrong amount — we refund the difference.

• A change of mind, a change of campaign or a change of product after the file has been delivered.
• Rejection by an ad platform for reasons relating to your claims, your product category or your ad account.
• Commercial performance — we do not guarantee views, clicks or sales.
• New creative direction requested after approval; that is quoted as new work.

Email hello@pulsestudio.media within 14 days of payment with your name, the delivery link and a short description of the problem. We reply within 3 business days. Approved refunds are returned through PayPal to the original payment method and usually appear within 5–10 business days, depending on your bank.

Please contact us before opening a dispute with PayPal or your bank — almost everything is solved faster by email. Opening a chargeback while we are actively working with you suspends the licence granted in the Terms of Service until the dispute is resolved.