Client Support and Policies

Refund & Cancellation Policy

Last Updated: February 19, 2026

This Refund & Cancellation Policy outlines how cancellations, rescheduling, and refunds are handled for services provided by Gemstone Studios.

Service-Based Business Notice

Gemstone Studios provides creative services, which may include but are not limited to video production, photography, editing, consulting, and digital media services. Due to the nature of these services, refunds are limited once work has begun.

Cancellations

Client-Initiated Cancellations

  • Cancellations must be submitted in writing via email.

  • If a project or service is canceled before work has begun, a refund may be issued minus any non-refundable deposit.

  • If work has already begun, no refunds will be issued for time, labor, or completed deliverables.

Deposits

  • Any deposits or retainer fees are non-refundable, as they secure time, resources, and scheduling.

Rescheduling

  • Requests to reschedule services must be made as soon as possible.

  • Rescheduling is subject to availability and approval.

  • Repeated rescheduling or last-minute changes may result in additional fees.

Missed Appointments / No-Shows

Failure to attend a scheduled session, meeting, or shoot without prior notice may result in:

  • Forfeiture of any deposit or payment made

  • Additional fees required to reschedule

Refunds

  • Refunds are not guaranteed and are evaluated on a case-by-case basis.

  • No refunds will be issued for:

    • Completed or delivered work

    • Digital files once delivered

    • Services already rendered

  • Approved refunds, if any, will be issued to the original payment method.

Project Interruptions or Force Majeure

Gemstone Studios is not responsible for delays or cancellations due to circumstances beyond our control, including but not limited to weather, illness, equipment failure, or acts of God. In such cases, reasonable efforts will be made to reschedule services.

Client Support Policy

Last Updated: February 19, 2026

We are committed to providing timely and respectful customer support.

Contacting Support

For all inquiries related to services, billing, cancellations, or support, please contact us at:

Gemstone Studios
Email: info@gemstone-studios.com
Website: gemstone-studios.com

Response Times

  • We aim to respond to all inquiries within 1–3 business days.

  • Response times may be longer during peak seasons, holidays, or weekends.

Support Scope

Customer support includes:

  • Questions about services or availability

  • Billing or invoice inquiries

  • Cancellation or rescheduling requests

  • Website or technical issues related to our services

Support does not include:

  • Creative revisions beyond agreed project scope

  • Requests outside contracted services

  • Immediate or emergency response services

Professional Conduct

We expect respectful and professional communication. Harassment, abusive language, or unreasonable demands may result in termination of communication or services.

Policy Changes

Gemstone Studios reserves the right to update this Refund & Cancellation and Customer Support Policy at any time. Changes will be effective upon posting.

Revisions & Delivery Timelines Policy

Last Updated: February 19, 2026

This policy outlines revision limits, turnaround times, and delivery expectations for services provided by Gemstone Studios.

Project Timelines

Project timelines vary based on scope, complexity, and client responsiveness. Estimated timelines will be communicated prior to project start or outlined in a written agreement.

Delays caused by late feedback, missing assets, or changes in project scope may result in adjusted delivery timelines.

Delivery Estimates (Typical)

Unless otherwise stated in writing, standard delivery estimates are:

  • Short-form video or audio content: 7–14 business days

  • Long-form video projects: 2–6 weeks

  • Editing-only projects: 5–10 business days

  • Consulting or strategy deliverables: As scheduled or agreed upon

These timelines are estimates and not guarantees.

Revision Limits

To ensure efficiency and fairness, revision limits apply to all projects unless otherwise agreed in writing.

Included Revisions

  • Each project includes up to two (2) rounds of revisions.

  • A “revision round” consists of one consolidated list of reasonable changes.

What Qualifies as a Revision

Revisions may include:

  • Minor edits to timing, pacing, or sequencing

  • Text or caption adjustments

  • Color or audio refinements

  • Cropping or framing adjustments

What Is Not a Revision (Scope Changes)

The following are not considered revisions and may require additional fees:

  • Major creative direction changes

  • New footage requests or reshoots

  • Script rewrites or concept changes

  • Changes requested after final approval

  • Requests outside the original project scope

Additional Revisions

  • Additional revision rounds beyond what is included will be billed at an hourly or project-based rate.

  • Rates will be communicated and approved before additional work begins.

Client Feedback Responsibility

  • Clients are responsible for providing clear, consolidated feedback within 5 business days of delivery.

  • Failure to respond within this timeframe may be considered approval of the delivered work.

Final Delivery & Approval

Once final approval is received:

  • Files will be delivered in the agreed format

  • The project will be considered complete

  • No further revisions will be included without additional fees

Rush Delivery

  • Rush delivery may be available for an additional fee.

  • Availability and pricing must be confirmed in writing prior to project start.

Archiving & File Retention

  • Project files will be retained for 30 days after final delivery.

  • After this period, files may be deleted and are not guaranteed to be recoverable.