Cancellation and Complaints Policy

1. Purpose and scope

This policy explains how StageVista Entertainment handles cancellation, rescheduling, refund requests, service concerns, and complaints for customized digital production services. It should be read with the accepted proposal, statement of work, invoice, and Terms and Conditions. If a signed project document sets a different cancellation schedule or remedy, that project-specific term controls to the extent permitted by law.

StageVista services reserve production capacity and commonly involve advance planning, creative labor, technical preparation, licensing, file management, or coordination with outside specialists. For that reason, cancellation is assessed according to work completed, time reserved, commitments made, and costs incurred—not solely according to whether a final file has been delivered.

2. How a client cancels a project

The client should send a clear written cancellation request identifying the client, project name, relevant service, and requested effective date. A cancellation is effective when StageVista Entertainment confirms receipt during business hours. A message sent outside working hours is treated as received on the next business day. Do not assume that silence, a missed meeting, or withheld materials cancels a project.

Before project authorization

A general inquiry, unaccepted estimate, or unfinished browser form may be abandoned without a service charge from StageVista Entertainment. A third party may apply its own charge if the visitor separately purchased something from that party.

After authorization but before substantive work

If a project was authorized but substantive work has not begun, StageVista Entertainment will review any payment against actual administrative work, reserved capacity, purchased licenses, payment-processing costs that cannot lawfully or practically be recovered, and non-cancelable vendor commitments. Any refundable balance will be identified after that review.

After planning or production begins

Once briefing, scheduling, asset intake, research, technical setup, production, editing, event preparation, coordination, or another scoped activity begins, the client remains responsible for completed work at the agreed rate or a reasonable allocation of the fixed project fee. The client is also responsible for authorized third-party commitments and non-refundable expenses. If payments exceed earned and committed amounts, the remaining balance will be considered for refund.

After delivery or final approval

Customized digital deliverables are generally not returnable after download, delivery, final approval, live-event performance, or use. This does not remove a right to report a reproducible technical defect, a material failure to follow the accepted scope, unauthorized charge, or other remedy that cannot legally be waived.

Cancellation by StageVista Entertainment

We may pause or cancel a project for nonpayment, repeated missed dependencies, unsafe or unlawful instructions, rights concerns, harassment, misuse of systems, undisclosed material scope changes, or a conflict that prevents responsible performance. We may also cancel if an unexpected capacity, health, security, vendor, or force-majeure issue makes performance impracticable. We will provide notice where reasonably possible, account for completed work and committed costs, and address any remaining prepaid balance under the project agreement and applicable law.

3. Rescheduling and project holds

A rescheduling request is not guaranteed until confirmed. Availability depends on existing production commitments. Moving a deadline, live event, recording session, review window, or reserved specialist may create additional cost, especially when vendors, equipment, or licensed access must be changed.

For a virtual event or time-specific production, the client should request a change as early as possible. The accepted proposal may include a staged rescheduling fee. If it does not, StageVista Entertainment will disclose foreseeable additional costs before confirming the new date when practical.

If client materials, approvals, access, or feedback are delayed, we may place the project on hold and release reserved time to other work. Restart timing will depend on availability. A prolonged hold may require a revised schedule, refreshed estimate, file re-ingestion, software update, license renewal, or administrative restart fee if these items create additional work.

Schedule changes by StageVista Entertainment

If we need to move an agreed production milestone, we will notify the client, explain the practical effect, and propose a reasonable alternative. If a material reschedule cannot meet the client's documented essential deadline, the parties will review whether the affected unperformed work should be reassigned, credited, or cancelled.

4. Refund and credit review

A request for refund or credit should identify the invoice, amount, project, reason, and requested resolution and include relevant evidence. We review each request against the accepted scope, approvals, version history, time records where applicable, delivered work, vendor commitments, client dependencies, and applicable consumer law.

Potential outcomes may include correction or re-performance, delivery of a missing scoped item, reasonable schedule adjustment, partial credit, partial refund, or denial with an explanation. Re-performance is generally the first remedy for a correctable production error. A subjective change in taste after approval, failure of a client-controlled campaign, platform performance, low audience response, or use outside the approved specifications does not by itself establish that the service was defective.

Approved refunds are returned through the original payment method when reasonably available. Processing time depends on the payment provider and financial institution. We do not control the date on which a bank posts funds. A credit is valid only if confirmed in writing with its value, permitted use, and expiration, if any.

Duplicate or unauthorized charges

Report a suspected duplicate or unauthorized charge promptly. Include the invoice reference, date, amount, and enough information to locate the transaction, but do not send a full card number or account password. We will compare business records and coordinate with the payment processor as needed.

Chargebacks

We encourage clients to use the complaint process before initiating a payment dispute so the project record and proposed resolution can be reviewed. Nothing in this policy restricts a lawful right to dispute a charge. Providing false information to a payment provider or withholding relevant approvals and delivery records may violate the Terms and Conditions.

5. Complaint process

Step 1 — Describe the issue

Send a written complaint with your name, project, service, key dates, the specific part of the scope involved, what happened, any affected file or version, supporting screenshots or correspondence, and the outcome you consider reasonable. Use “Project Complaint” in the subject line so the request can be routed appropriately.

Step 2 — Acknowledgment and review

We aim to acknowledge a complete complaint within five business days. We may ask clarifying questions or request a reproducible example. We aim to provide a substantive response within fifteen business days after receiving enough information to investigate. A technically complex matter, vendor inquiry, rights question, or unavailable participant may require more time; if so, we will provide a status update.

Step 3 — Proposed resolution

The response will summarize our understanding, relevant project terms, findings, and proposed resolution or reason for denial. A resolution may require the client to provide source material, confirm a correction, return unauthorized access, or stop using a disputed draft.

Step 4 — Internal reconsideration

If you disagree, request reconsideration within fourteen calendar days and explain which fact or term was overlooked. Include new information when available. A person not primarily responsible for the original response will review the request when practical for the size of the business.

Unresolved issues

If the issue remains unresolved, either party may use the dispute process in the Terms and Conditions or another remedy available under applicable law. Consumers may also contact an appropriate government consumer-protection office. This policy does not limit non-waivable legal rights or shorten a statutory limitation period.

Records and fair treatment

We retain complaint records for legitimate business, legal, security, and improvement purposes. We do not retaliate against a client for raising a good-faith concern. Abusive, threatening, discriminatory, or knowingly fraudulent communications are not protected and may result in restricted contact or other lawful action.

6. Special circumstances

Force majeure and platform outages

Severe weather, wildfire, utility failure, Internet disruption, cyber incident, public-health restriction, government action, platform outage, vendor failure, or another event outside reasonable control may affect a schedule. The parties will first consider rescheduling, an alternative platform, modified delivery, or reassignment. Any cancellation accounting will distinguish completed work and non-refundable commitments from unperformed work.

Rights and compliance concerns

If a project pauses because supplied content appears to lack permission or creates a credible legal or safety concern, the client should provide evidence of rights or approved replacement material. Time spent evaluating, securing, or replacing content may be chargeable if outside the scope. We are not required to complete work that we reasonably believe would violate law or third-party rights.

Policy updates

We may update this policy prospectively as services and laws change. The version accepted for a project and any signed project-specific cancellation terms will govern that project's cancellation unless a later change is legally required or mutually agreed.

7. Submit a cancellation or complaint

Provide the project name, client name, invoice or estimate reference, requested action, relevant dates, and supporting information. Do not send passwords, full payment-card numbers, or unnecessary sensitive information.