Refund Policy

This policy applies to all PhotonPhase Studio engagements contracted under our Terms of Service. Where a signed statement of work sets different cancellation terms, those terms apply to that project.

The signature deposit reserves your show date and the crew assigned to it. It is non-refundable once we have begun previs or declined other work for the same window, whichever happens first. Before either occurs, the deposit is fully refundable within 7 days of payment.

More than 60 days before the show date: fees paid are refunded less the deposit and any non-cancellable third-party commitments. Between 60 and 30 days: 50 percent of the total contract value is retained. Under 30 days: the full contract value is due, because crew and render capacity can no longer be reassigned.

A single postponement to a date within 12 months is accommodated at no cancellation charge, provided we receive written notice more than 21 days before the original date and the new date is available. Fees already paid carry across as a credit. Additional postponements are treated as a cancellation and rebooking.

If a contracted scene fails to meet the documented frame-rate budget on the specified hardware at technical rehearsal and we cannot remedy it before the show, you may claim a pro-rata refund of the fee attributable to that scene. If we fail to deliver the engagement entirely through our own fault, all fees paid are refunded in full.

Work already performed and approved, travel and freight already incurred, third-party licences already purchased on your behalf, and costs arising from client-side changes, late assets, or venue or network failures outside our control.

Send a written request to hello@borelix.online with the project reference and the reason. We acknowledge within 3 working days and issue a written decision within 14 days. Approved refunds are paid to the original payment method within [Refund Processing Period] working days.

Disputes are handled first through good-faith discussion between the named project leads. Unresolved matters proceed under the governing law provisions of our Terms of Service. Nothing here limits statutory rights that cannot be waived under the law of [Jurisdiction]. [Legal review: confirm consumer-protection applicability.]