This Cancellation & Refund Policy applies to video editing and commercial video post-production services purchased through thomcneill.com, operated by THOMAS MCNEILL LLC.
Because our services involve digital work and project-specific production time, cancellation and refund eligibility depends on the status of the order.
1. One-Time Service Purchases
All standard service orders are one-time purchases. They are not subscriptions and do not automatically renew.
Each order covers the service and deliverables described in the applicable listing or written project agreement.
A separate purchase is required for any new project or additional service.
2. Cancellation Before Work Begins
Customers who wish to cancel an order before production begins should contact us as soon as possible.
We will review the order status and determine whether a refund is available under the applicable service terms and law.
If the order has not entered production and no nonrecoverable project-specific costs have been incurred, the customer may be eligible for a full refund.
3. Cancellation After Work Begins
Once production has started, work may include reviewing footage, organizing source materials, developing an editing structure, performing edits, applying effects, preparing revisions, or completing other project-specific tasks.
If a cancellation request is submitted after work has begun, refund eligibility may depend on the amount of work completed, resources committed, and costs incurred.
Any refund determination will be made in accordance with the applicable service agreement and applicable law.
4. Completed or Delivered Services
Services that have been substantially completed and delivered are generally not refundable solely because the customer changes their mind or no longer wishes to use the deliverables.
This does not limit any refund rights that apply where the service was not provided as agreed or where a refund is otherwise required by law.
5. Quality Issues and Service Disputes
If a delivered project materially differs from the agreed service specifications, customers should contact us and describe the issue in detail.
Where appropriate, we may review the deliverables and offer a reasonable correction, revision within the original scope, or another suitable resolution.
Any remedy will depend on the circumstances, the applicable service agreement, and applicable law.
6. Revision Requests
Revisions included in the purchased service will be handled according to the service listing or written project agreement.
Requests outside the original scope may require additional fees.
Customers will be informed of applicable additional charges and must approve them before the extra work begins.
7. Refund Processing
If a refund is approved, it will generally be issued to the original payment method.
Refund processing times may depend on the payment provider and the customer’s financial institution. Once the refund has been initiated, customers should allow approximately 3–5 business days for the funds to appear, although the actual timeframe may vary.
8. How to Request a Cancellation or Refund
Please email us with the following information:
- Customer name
- Order number
- Email address used for the purchase
- Service purchased
- Reason for the cancellation or refund request
- Relevant project details, if applicable
Contact email: [email protected]
We will review the request and respond as reasonably practicable.
9. Statutory Rights
Nothing in this policy excludes, restricts, or waives any consumer rights that cannot legally be excluded, restricted, or waived under applicable law.
10. Contact Information
THOMAS MCNEILL LLC
320 W 106th St Apt 5r, New York, NY 10025