Refunds and cancellation

You can cancel anytime, with no exit fee and no notice period. Cancel from your portal (Billing, then Cancel plan), or email hello@theeyecandy.studio from the email address on your account. Cancelling takes no call and no questions.

• When it takes effect: at the end of the period you have already paid for. Until then your plan keeps running and we keep delivering.
• What we send you: a confirmation on screen and by email, with the date your plan ends and what happens to any unused items.
• Your bank or UPI app: if you cancel the UPI AutoPay mandate in your UPI app, or the eNACH mandate with your bank, we treat it as cancelling your plan at the end of the paid period.
• Coming back: you can start again anytime. A new plan needs a new payment mandate.

You can pause for up to one month in each calendar quarter (January to March, April to June, July to September, October to December), at no charge.

• A pause starts on your next billing date, so the month you have paid for is delivered in full.
• Nothing is charged and nothing is delivered while your plan is paused.
• Unused items you carried over are frozen during the pause: they don’t expire.
• Billing restarts by itself after the pause. We email you at least 3 days before the first charge.
• If you pause the mandate yourself in your UPI app, we treat it as a pause request under these rules.

If you don’t use everything in your plan in a month, the unused items carry into the next month only. Anything still unused at the end of that next month expires. Your portal shows how many items you have and when each one expires, and we remind you before anything expires.

Example: say your plan includes 8 reels a month and you use 6 in March. The 2 unused reels move to April, so you have 10 to use in April. If you use 9 in April, the 1 left over from March expires at the end of April.

• If the shortfall is ours (we missed a shoot or ran late), those items never expire. We deliver them in the following months or, if your plan ends first, refund their share of that month’s fee.
• When you cancel, carried-over items can be used until your paid period ends. After that they lapse.

If you cancel before your first deliverable goes live, we refund everything you paid for your first billing period, GST included. “Goes live” means the first finished deliverable is published or handed to you as a final file, whichever happens first.

If the first deliverable is ready and waiting only for your approval for more than 7 days, the refund no longer applies, because the work is done. For business customers registered for GST, we issue a credit note and you reverse the matching input tax credit.

Once a deliverable has been delivered, its fee isn’t refunded. That doesn’t apply if the work is materially faulty or isn’t what we described. In that case tell us within 7 days of delivery and we will redo it or refund that item’s share of the fee, whichever you prefer.

Your two rounds of changes on every piece are separate from this: see the terms of service.

Prepaid quarterly and yearly plans cost less because you commit to the whole period. If you cancel one partway through, it runs until the end of the period you paid for and then stops. We don’t refund the remaining months, except in the cases on this page: before your first deliverable, faulty work, shortfalls on our side, or if we end the service.

• Up to 24 hours before your slot: move it or cancel it for free. A cancelled slot is refunded in full.
• Within 24 hours of your slot, or if you don’t arrive: the slot counts as used and isn’t refunded, because we can’t rebook the crew and the room at short notice.
• If we cancel or move your slot within 24 hours: you get a full refund and a free slot of the same length, the same deal we ask of you.

Your ad spend is paid by you straight to the platform (Meta, Google and others) from your own ad account, so any refund of ad spend is between you and that platform. Our ad management fee for a month that has started isn’t refunded, unless we didn’t provide the service.

If we end your plan when you haven’t broken our terms, we refund the unused part of any period you have paid for, worked out day by day, together with the share of any items we didn’t deliver.

• We start an approved refund within 5 business days.
• Refunds go back to the card, UPI account or bank account you paid from, normally within 5 to 7 working days after we start them. The exact timing depends on your bank.
• For payments more than 6 months old, which the payment network can’t reverse, we refund by bank transfer to an account in your name.
• Every refund comes with a GST credit note for the amount refunded.

If you are charged twice, charged the wrong amount, or charged after cancelling, email hello@theeyecandy.studio with the date and amount. We will check and refund any wrong debit as described above.

A payment that fails but leaves money debited from your account is reversed by your bank or UPI app within the times the Reserve Bank of India sets (for example, by the fifth day for UPI). If it isn’t, your bank owes you compensation for the delay.

Please talk to us before you raise a chargeback with your bank: most problems are fixed faster that way. You keep your right to dispute a payment with your bank or card issuer.

Everything we make is delivered digitally; there is nothing physical to ship.

• Your first content calendar arrives in your portal after you send us your brief, and the month runs from there.
• Every reel is edited and back to you within 72 hours of the shoot, ready for your approval.
• Finished files, raw footage included, are delivered to your portal or to cloud storage you own. Approved posts are published to your accounts on the dates in your calendar.

Email hello@theeyecandy.studio for anything about billing, cancelling or refunds. If you are unhappy with how we handled it, our grievance officer is named on the contact and grievances page.