Refund Policy

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1. Overview

At Stoviar, we strive to deliver high-quality product photography and videography services that meet your expectations. This Refund Policy outlines the circumstances under which refunds may be issued and our process for handling refund requests.

2. Refund Eligibility

2.1 Full Refunds

Full refunds may be issued in the following circumstances:

  • Order Cancellation Before Work Begins: If you cancel your order before we begin production, you are entitled to a full refund
  • Service Not Delivered: If we fail to deliver your order within the agreed timeframe and you choose to cancel
  • Quality Issues: If the delivered work does not meet the agreed specifications and cannot be corrected through revisions
  • Our Error: If we make a significant error that cannot be remedied through revisions

2.2 Partial Refunds

Partial refunds may be issued in the following circumstances:

  • Order Cancellation During Production: If you cancel after work has begun, a partial refund may be issued based on work completed
  • Service Partially Delivered: If only part of your order is delivered and the remainder cannot be completed
  • Rush Order Fees: Rush order fees may be refunded if the rush service was not provided as promised

2.3 Non-Refundable Items

The following are generally non-refundable:

  • Completed and delivered work that meets the agreed specifications
  • Rush order fees for completed rush orders
  • Additional revision fees for revisions beyond the included round
  • Shipping costs (unless the return is due to our error)
  • Orders canceled more than 30 days after payment

3. Refund Request Process

  1. Contact Us: Submit a refund request via email to stoviar@hotmail.com within 7 days of delivery or the issue occurring
  2. Provide Details: Include your order number, reason for refund request, and any relevant documentation (screenshots, emails, etc.)
  3. Review Period: We will review your request within 5 business days
  4. Resolution: We will respond with our decision and next steps
  5. Refund Processing: If approved, refunds will be processed within 10 business days to the original payment method

4. Revision Policy vs. Refund Policy

Before requesting a refund, please note that we offer one round of minor revisions at no additional cost. Refund requests should only be made if:

  • The work cannot be corrected through revisions
  • The work does not meet the agreed specifications
  • There is a fundamental error on our part

We encourage clients to work with us to resolve issues through revisions before requesting a refund.

5. Cancellation Policy

5.1 Client-Initiated Cancellations

  • Before Work Begins: Full refund available
  • After Work Begins: Partial refund based on work completed (typically 50% if less than 50% complete, no refund if more than 50% complete)
  • After Delivery: No refund unless there are quality issues that cannot be resolved

5.2 Stoviar-Initiated Cancellations

In rare cases, we may need to cancel an order due to:

  • Inability to complete work due to unforeseen circumstances
  • Products damaged beyond use during shipping (not our fault)
  • Client-provided specifications that cannot be fulfilled

In such cases, a full refund will be issued.

6. Refund Processing Time

Refunds are typically processed within 10 business days of approval. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Bank Transfer: 7-14 business days

7. Chargebacks

We strongly encourage clients to contact us directly to resolve any issues before initiating a chargeback with their payment provider. Chargebacks can result in additional fees and may affect your ability to use our services in the future. We are committed to working with you to resolve any concerns.

8. Product Returns

If products were shipped to us for photography, we will return them to you after completion of the project. Return shipping costs are the client's responsibility unless the return is due to our error. Products must be returned in the same condition as received (normal wear from photography excepted).

9. Dispute Resolution

If you are not satisfied with our refund decision, please contact us to discuss your concerns. We are committed to fair resolution of all disputes. If we cannot resolve the issue, you may have the right to pursue other remedies available under applicable law.

10. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The refund policy that applies to your order is the one in effect at the time of your order.

11. Contact Us

For refund requests or questions about this policy, please contact us:

  • Email: stoviar@hotmail.com
  • Phone: +1 (480) 329-6679
  • Subject Line: "Refund Request - Order #[Order Number]"