Terms and Conditions
These Terms and Conditions apply to all projects, quotations, packages, and orders placed with Cloud Animations. They cover our animation, explainer video, motion graphics, video production, design, and related creative services. By approving a quotation, making a payment, or placing an order with us, you confirm that you have read, understood, and accepted these terms. If you have any questions, please contact our team before beginning your project.
Revision Policy
The number of revisions available for a project depends on the package or service selected when the order is placed. If your package includes unlimited revisions, we will make changes to the work without charging an additional revision fee, provided that the approved concept, original brief, content, and overall creative direction remain unchanged. A request involving a different concept, revised script direction, new visual style, additional deliverables, or substantial change to the approved scope will not be treated as a revision. Such changes may require a separate quotation and additional payment. Our standard turnaround time for revisions is approximately 48 hours after we receive complete, clear, and consolidated feedback from the client.
Fair Usage Policy
Unlimited revisions are offered to support a collaborative production process. They do not provide an unlimited or open-ended project scope. Under our Fair Usage Policy, a maximum of 30 revision rounds may be requested for one project. Any revisions requested beyond this limit may be considered additional work and quoted separately.
Refund Policy and Money-Back Terms
Our cancellation and refund policies are intended to protect the interests of both the client and Cloud Animations. The following conditions apply when a client cancels an order or requests a refund, except where Cloud Animations terminates the agreement for a reason unrelated to the client’s breach, delay, or failure to perform their responsibilities.
All refund requests will be fulfilled as per the following arrangement:
General Refund Policy
A client may qualify for a full refund if the order is cancelled within 24 hours of being placed. A 10% processing fee will be deducted from the refunded amount.
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This provision will not apply if:
- Initial concepts, content, designs, or creative work have already been delivered
- The client has requested revisions.
- Production has progressed beyond the initial ordering stage.
Cancellation Before the First Draft
If a refund is requested before the initial draft or first version of the work has been delivered, the client may receive a full refund after the deduction of a 10% processing fee.
Refund Within 48 Hours of First Delivery
If the refund request is submitted within 48 hours of the first delivery, the client may qualify for a 65% refund, from which an additional 10% processing fee will be deducted.
Refund Between 48 and 120 Hours
If the refund request is received between 48 and 120 hours after the first delivery, the client may qualify for a 30% refund, subject to the deduction of a 10% processing fee.
Requests Made After 120 Hours
Refund requests will not be accepted more than 120 hours after the initial delivery. Clients are still encouraged to contact our support team if they have concerns. Where reasonably possible, we will work with the client through revisions or another appropriate resolution.
Payment Terms
Payments may be made using major credit cards, debit cards, bank transfers, or checks. The applicable payment schedule and project terms will be confirmed in writing when the client accepts the sales agreement, quotation, proposal, or order. All concepts, designs, production files, creative materials, and deliverables remain the property of Cloud Animations until the agreed project balance has been paid in full.
Inactive Orders
An order will be treated as inactive if the client does not provide feedback, approvals, required information, or any other project-related response for 30 consecutive days. Inactive orders are not eligible for a refund. If the client later wishes to resume an inactive project, a reactivation fee may apply. The amount will depend on the project’s scope, production stage, required resources, and the length of inactivity.
Final Deliverables
Once the final files have been delivered and approved, the project will be regarded as completed and closed. No refund request will be accepted after the final deliverables have been provided and approved.
Bundled and Custom Packages
When an order includes more than one service, each component of the package will be considered separately when determining refund eligibility. For example, if a client purchases an explainer video together with a logo animation and approves the logo animation, a refund may only be considered for the remaining unapproved service. The completed or approved portion of the package will not qualify for a refund.
Valid Reasons for a Refund
A refund request must be supported by a genuine and identifiable difference between the delivered work and the creative brief agreed upon at the beginning of the project. If the work reasonably reflects the approved brief, concept, and instructions, a refund will generally not be provided. We will instead continue making revisions within the limits of the selected package and these Terms and Conditions. A change of preference, strategy, concept, or creative direction after previous approval will not normally qualify as a valid reason for a refund.
Good-Faith Orders
Our refund policy applies only to orders placed in good faith. If a client commissions the same or substantially similar project from multiple agencies or service providers with the intention of comparing completed work and then seeking refunds from one or more providers, Cloud Animations reserves the right to reject the refund request.
Client Feedback and Cooperation
Successful creative production requires timely participation from the client.
Clients are expected to:- Review drafts and materials within a reasonable period.
- Provide clear and consolidated feedback.
- Supply required information, references, assets, and approvals.
- Respond promptly enough to keep the production schedule on track.
Delays in receiving feedback, files, approvals, or instructions may result in changes to the original project timeline.
Original Work Guarantee
We guarantee that the animation, video, artwork, or design created for a client will be developed specifically for that project. If a delivered concept is found to be substantially similar to existing third-party work, we will revise or rework the affected material without an additional creative fee. Any unintentional resemblance to existing work will be considered coincidental. Cloud Animations will not accept liability or claims for compensation arising solely from such an unintended resemblance.
Service-Specific Refund Policies
The following conditions apply in addition to the general refund terms.
2D and 3D Animation
A refund will not be available after the storyboard has been approved.
Explainer Videos
A refund will not be available after the scriptwriting process has started.
Motion Graphics
A refund will not be available after the visual style frame has been approved.
Voiceover and Sound Design
A refund will not be available after voice recording, sound design, or audio production has begun.
Logo Animation and Branding
A refund will not be available once the final logo, logo animation, or related brand asset has been approved.
How to Request a Refund
To request a refund, contact our support department and provide:
- Your name and contact information.
- Your order or project details.
- A clear explanation of the issue.
- Any relevant examples or supporting information.
- Our online support portal
- Live Chat
- [email protected]
- Use or publish any version of the refunded work.
- Display the work publicly or privately for commercial purposes.
- Modify, reproduce, distribute, or resell the work.
- Claim ownership of the work.
- Obtain any direct or indirect ownership interest in the refunded content.
- Live Chat
- [email protected]
Our team will first attempt to address the concern through the available revision process. If the matter cannot be resolved in this way, we will review the request and confirm the client’s refund eligibility in writing. All refund decisions will be made individually and in accordance with these Terms and Conditions.
Rights Following a Refund
Once a refund has been processed, all rights to the concepts, drafts, designs, videos, animations, work products, and other content delivered in connection with the refunded project will transfer to Cloud Animations.
Following the refund, the client agrees that they will not:These restrictions apply to all drafts, concepts, files, responses, media, and creative materials supplied as part of the refunded order.
Contact Us
If you have questions about these Terms and Conditions or would like to discuss a refund request, please contact us:
