Legal
Fair, transparent, and processed through NSave. Last updated: June 2026.
In Short
Revisions first, refunds second. If we fail to deliver the work you paid for, you get your money back through NSave — the same way you paid us.
At Fix The Video we sell craft. If we agree on a quality bar in your brief and fail to meet it after the included revisions, you are entitled to a refund. This policy applies to every order paid through NSave, our payment processor.
Every shot includes up to 2 rounds of revisions against the original brief. Before any refund request, we will always offer to revise the work to meet the agreed quality bar. Most quality concerns are resolved inside the revision rounds.
You are eligible for a full or partial refund if (a) we miss the agreed delivery window without prior notice, (b) the final deliverable falls below the agreed brief and we cannot fix it within the included revisions, or (c) we cannot start the project due to a technical issue on our side.
Refunds do not apply once final approved files have been delivered, downloaded, or used in published material. Refunds also do not apply for scope changes after work has started, brief changes after delivery, or rush surcharges already consumed by accelerated production.
All payments are processed through NSave. Approved refunds are issued through the same NSave invoice / payment method used at checkout, typically within 5–10 business days. We do not process refunds outside of NSave.
Send a refund request through your project dashboard chat or email info@fixthevideo.com within 7 days of final delivery. Include your order ID, the shot(s) affected, and a description of the quality issue. We respond within 1 business day.
Fix The Video uses NSave for all invoicing and payment processing. NSave handles payment capture, settlement, and refund disbursement. All refund timelines depend on NSave's processing windows and your bank's posting time.
Questions about this policy?
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