Legal
Fair, simple, and written in plain language. Last updated June 2026.
Every project includes revisions — our first answer to "I'm not happy with this" is always to fix it, fast. Most concerns are resolved within one revision round. Refunds exist for the cases where we genuinely can't deliver what was agreed.
You're eligible for a full or partial refund if: • We fail to deliver your project within the agreed timeline (and the delay wasn't caused by missing footage, feedback, or information from your side). • The delivered work materially fails to match the written brief, and two revision rounds haven't fixed it. • We cancel your project for reasons on our side. • You cancel before editing has started — full refund, no questions.
We can't refund: • Completed and approved work — once you approve a final delivery, the project is closed. • Change of mind after editing has started — work in progress is billed for the portion completed. • Issues caused by source footage quality we flagged before starting. • Rush fees for expedited delivery that was delivered on time. • Third-party costs already incurred on your behalf (licensed music, stock assets) — these are passed through at cost.
Monthly retainer plans can be cancelled anytime and stop at the end of the current billing period — no cancellation fees. • Unused edits in a billing period don't roll over and aren't refundable. • If you cancel within 7 days of your first ever billing and we haven't started any edits, we'll refund that month in full.
Email hello@kreativehaven.com with your project reference and a short description of the issue. We reply within 24 hours. Approved refunds are processed within 5–10 business days to your original payment method (bank transfer or card). Bank processing times vary.
If we can't reach an agreement, disputes are handled under our Terms of Service. Nothing in this policy limits your statutory rights under Nigerian consumer protection law.
We'd rather fix it than refund it — talk to us first.
See also our Privacy Policy and Terms of Service.