What about your money in every possible scenario, said without any fuss.
Our services are professional, intellectual, creative and 100% digital. From the moment we start a project, we spend time, criteria and specialized resources that are not recovered if that project is cancelled. This policy accurately describes what corresponds to each real situation that can be presented and complements our Terms and Conditions.
01 You cancel before we start
If you cancel the service before we have started any creative or production activity (for example, script, concept, visual design or editing), you are entitled to return the amount paid less the expenses that we have already incurred, such as stock licences, third party resources or payment processing commissions specifically associated with your project. We will inform you of those costs in detail before making any discount.
02 You cancel when the project exceeds 50% advance
Where the project has reasonably exceeded 50% progress, no refund is required. More than half of the work was already carried out and the resources allocated cannot be redirected to other projects.
03 You approved a version and then changed your mind
A written approval, by email or any digital means, closes that stage of the project. If after you approve a version you decide to change direction, that change is listed as additional work. No reimbursement should be made on what has already been approved or on the steps previously completed as agreed.
04 The deliverable does not correspond to what we agreed in writing
If, by exhausting the review rounds included in the plan, the deliverable does not meet the specifications clearly documented in the plan description or in the summary of your order, we will make the necessary corrections at no additional cost. If the discrepancy persists, the parties shall agree on a resolution mechanism (e.g. additional adjustments or partial reimbursement in proportion to the work to be done). This assumption is different from changing criteria, of taste or extending the original scope.
05 The project does not advance because you did not deliver the materials or approvals
If the project's stay is due to the fact that you did not provide the required inputs (videos, images, texts, access, feedback, approvals) in the agreed time, no refund is made on the amounts already paid. We can pause the project until we receive these materials and, where appropriate, reprogram delivery times.
06 You simply decided not to use the deliverable
An internal change of strategy, the decision not to launch the campaign or the change of supplier are valid reasons for you, but they do not generate the right to reimbursement when the work was done as agreed and the final files were delivered.
07 We cancel the project
In the event that we have to cancel a service already contracted and paid for causes attributable to us (not for customer failures or delays), you will receive the full refund of the amount paid within a maximum of 15 working days of notification. This is the only case where the return is always 100%, without conditions.
08 How to request a refund
Send an email to info@prismaestudio.com.mx with the name of your project, the service contracted, the amount paid and the reason for the application. We will acknowledge receipt within a maximum of three working days and issue our resolution within a maximum of ten working days thereafter. If the refund is due, it shall be made by the same means of payment as originally used, within a maximum of 15 working days of the decision.