Refunds and revisions

What counts as a revision

One round of notes, sent in one message. We work through all of them and send back a new cut. Sending three notes an hour apart is three rounds, so save them up and send the lot.

Anything can be in a note as long as it is still the same brief: a different take, a tighter trim, a caption fix, a colour change, a swap of the music, a logo half a second later. Rounds are counted per video, not per order.

How many your plan carries

Single

2 revisions

Hooks

3 revisions

Campaign

Unlimited for 14 days

Extreme

Unlimited for 30 days

Special request

Agreed up front

Where it says unlimited, the window opens on the first delivery and runs from there. Inside it, send as many rounds as you need, one round at a time, and we keep cutting. When it closes, another round is a new order. The window does not pause and it does not roll over to the next job.

A special request has its revisions written into the quote before you pay, because the jobs are too different to carry one number.

What is not a revision

A new brief. A different product, a different audience, a hook nobody mentioned, a length or an aspect ratio that was not in the order. That is a new order and we will say so before we touch it, not after.

Adding videos to a delivered order is also a new order. We would rather quote you in an hour than argue about it in a week.

A cut that misses the brief costs you nothing

If what we sent does not match the brief you wrote, that is our mistake and it does not eat a revision. We recut until it does. The brief is the thing we both read, which is the whole reason we ask you to write it properly.

Before work starts, all of it back

Ask before we start cutting and you get the full amount back. No questions, no cancellation fee, no percentage kept. Payment confirmed but nobody assigned yet is the easy case, and it is most of them.

It goes back the way it came. Cards return through Stripe and take a few working days to show up on the statement. Transfers go back to the account they arrived from, and we need that account to still exist.

Once the first cut is with you, no refund

The work is made by then, and it was made for you and nobody else. What you get instead is revisions, on the count your plan carries, plus the rule above: a cut that misses the brief is recut for free and does not count against you.

If we take the money and never deliver

Full refund. If the turnaround has gone by with no cut, no word and no reason, write and say so and the money comes back. Turnaround runs to 72 hours at the longest, and it starts at payment confirmation rather than when you sent the brief.

Somewhere in the middle

Half the videos delivered, or you want out while the job is running. The owner decides a partial refund by hand, against what was actually made and sent. It is one person’s judgement rather than a formula, and you get the reasoning in writing so you can argue with it.

How to ask

Say it on the order thread, or write to hello@secondunit.video. Give us the order number and one line on what happened. You get an answer the same day most days, and if the answer is yes the money moves inside five working days.

This page is part of the terms. What we know about you is in the privacy policy.