1. Refunds
- Cancel before production has started: full refund, no questions asked.
- Cancel after production has started but before the first cut: 50% refund.
- After the first cut has been delivered: no refund — your included revision rounds apply, and we will keep working with you through them.
- Approved refunds are issued to the original PayPal account within 5–7 business days.
2. On-time guarantee
If we cannot deliver your first cut within the promised window and cannot agree a new date with you, you may request a full refund. Delivery windows run from the moment we receive complete assets and payment — if assets are missing or materially different from what production requires, we will tell you before starting.
3. Revisions
- Included rounds: Basic — 2 · Advanced — 3 · Monthly Plan — rolling revisions on active slots.
- A revision is a change within the approved brief: pacing, colour, text, sound, and minor shot-selection adjustments.
- Cut-downs are free; re-edits are new work. Straight cut-downs of an approved film — for example a 15-second or 30-second version trimmed from the same edit — are included at no charge. A re-edit (new structure, a different shot selection, a new script or voiceover, or a rebuilt creative) is not a revision: it counts as a separate video under your plan, or is quoted and agreed before any work begins.
- Revision requests are made in your account centre or by email within 14 days of receiving the cut.
4. What counts as a scope change
A change of concept, product, or script direction after production has started is a scope change, not a revision — it is quoted separately before any extra work begins, and you can simply decline and stay within the original scope.
5. How to request a refund or revision
- Email hello@nalthink.com — or message us inside the order in your account centre — with your order number (it looks like NLT-YYMMDD-XXXX).
- Tell us what you'd like changed, or that you'd like to cancel. If something isn't right, tell us in your own words — you don't need policy language.
- We confirm within 1 business day. Refunds go back to the original payment method.
If something has gone wrong, please contact us before opening a payment dispute — we resolve these things directly, and every policy on this page is a real commitment, not fine print.