terms & conditions

LENSCOWBOY MEDIA & ENTERTAINMENT (PTY) LTD

Refunds & Cancellations Policy

Effective Date: March 8, 2026

This Refunds and Cancellations Policy outlines how LensCowboy handles refund requests, cancellations, and disputes across our different service and product categories. We are committed to being fair and transparent in all transactions. Please read this policy carefully before purchasing any service or product from us.

This policy applies to all services offered by LensCowboy, including bespoke VFX and animation production, AI-assisted content services, and any SaaS or subscription products.

1. Bespoke VFX, Animation & Production Services

1.1 Project Deposits

Most bespoke production engagements require a non-refundable deposit prior to commencement of work. The deposit amount is specified in your project proposal or Statement of Work (SOW). Deposits are used to reserve production capacity and cover initial creative and technical setup costs.

Deposits are non-refundable once work has begun or resources have been allocated to your project.

1.2 Milestone-Based Payments

For larger projects structured with milestone payments, each milestone payment becomes non-refundable once the associated deliverable has been produced and delivered for review — regardless of whether the client has formally approved it.

If a client chooses to cancel a project after a milestone has been delivered, they remain liable for the full amount associated with that milestone.

1.3 Project Cancellation by the Client

If you choose to cancel a project:

• Before work commences: any payment beyond the deposit may be refunded within 14 days, minus any administrative or preparation costs already incurred.

• After work has commenced but before delivery: you are liable for all work completed to date, calculated at our standard day rate. Any overpayment will be refunded; any outstanding balance will be invoiced.

• After delivery of final assets: no refund will be issued. Ownership of delivered assets is as specified in the relevant agreement.

1.4 Project Cancellation by LensCowboy

In the unlikely event that LensCowboy must cancel a project (e.g., due to force majeure, resource unavailability, or unforeseen circumstances), we will:

• Notify you as soon as reasonably possible;

• Refund any payments made for work not yet completed;

• Deliver any work in progress in its current state where appropriate.

2. Subscription and SaaS Products

2.1 Free Trials

Where a free trial is offered, no payment is taken during the trial period. If you do not cancel before the trial ends, your subscription will automatically begin and your payment method will be charged. Trial terms will be clearly communicated at sign-up.

2.2 Monthly Subscriptions

Monthly subscriptions are billed in advance on a recurring basis. You may cancel at any time; however:

• Cancellation takes effect at the end of the current billing cycle;

• No refund is issued for the remaining days in a billing period after cancellation;

• You will continue to have access to the service until the end of the paid period.

2.3 Annual Subscriptions

Annual subscriptions are billed upfront for a full year. If you cancel an annual subscription:

• Within 7 days of the initial purchase and before significant usage: a full refund may be requested;

• After 7 days or after significant usage: no refund will be issued for the remainder of the annual term;

• You will retain access to the service until the end of the annual period.

2.4 Service Interruptions

In the event of a significant service outage (greater than 24 consecutive hours) caused by LensCowboy, affected subscribers may be eligible for a pro-rata credit applied to their next billing cycle. Credits are issued at our discretion and are not transferable to cash.

Planned maintenance windows notified in advance do not qualify for credit.

2.5 Price Changes

We reserve the right to change subscription pricing. You will be notified at least 30 days before any price increase. If you do not agree to the new pricing, you may cancel your subscription before the change takes effect without penalty.

3. Digital Products and Downloads

Due to the nature of digital goods (including downloadable assets, templates, presets, and similar products), all digital product sales are final and non-refundable once the download has been accessed or the product has been delivered electronically.

Exceptions may be made at our sole discretion in cases where:

• The product was materially misrepresented;

• The file was corrupt or non-functional and we are unable to provide a replacement.

To request an exception, contact lenscowboy@lenscowboy.com within 7 days of purchase with a detailed description of the issue.

4. Disputes and Chargebacks

We ask that you contact us directly before initiating a dispute or chargeback with your bank or payment provider. Most issues can be resolved quickly and amicably through direct communication.

Initiating a chargeback without first contacting us may result in suspension of your account and access to LensCowboy services while the dispute is under review.

LensCowboy reserves the right to contest chargebacks that we believe to be made in bad faith or contrary to this policy.

5. AI-Generated and Automated Content Services

Where services involve AI-generated deliverables (including AI video, imagery, voiceovers, or music produced via our automated pipelines), please note the following:

• AI outputs are inherently variable in nature. Minor stylistic or compositional differences from reference examples or descriptions do not constitute grounds for a refund.

• We will work with you to iterate on outputs within a reasonable revision scope agreed at the start of the project.

• If an AI-generated deliverable is fundamentally unusable due to a technical fault on our end, we will either re-generate the content or issue a partial credit.

6. How to Request a Refund

To submit a refund request, please contact us with the following information:

• Your name and contact email;

• The service or product purchased and the date of purchase;

• Your invoice number or transaction reference;

• A clear description of the reason for the refund request.

Email: lenscowboy@lenscowboy.com

Subject line: Refund Request — [Your Name / Invoice Number]

We aim to respond to all refund requests within 5 business days. Approved refunds are processed within 10 business days and returned via the original payment method.

7. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws in your jurisdiction, including the Consumer Protection Act (CPA) of South Africa. Where statutory rights apply and conflict with this policy, your statutory rights prevail.

8. Changes to This Policy

LensCowboy reserves the right to update this Refunds and Cancellations Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy.

9. Contact

For any questions about this policy or your specific situation, please reach out:

LensCowboy