1. Scope of this policy
This policy applies to digital, creative, and consulting services provided by Moonport Media LLC. Services are individually scoped, so your written project agreement sets the specific cancellation, rescheduling, payment, and refund terms. Those terms apply subject to applicable law.
2. How to make a request
Email business@moonportmedia.com with your name, business, project or invoice reference, and the action you are requesting. If something has gone wrong, please explain the issue so we can review it against the agreed scope.
Sending a request does not automatically cancel an invoice or confirm a refund. We will review the engagement and confirm the outcome in writing.
3. Cancellation before work starts
Contact us as soon as possible if you need to cancel before work begins. We will review any payment made and any costs already committed with your agreement. Any cancellation charge or non-refundable commitment must have been disclosed and agreed in writing.
Where no work has been carried out and no agreed non-cancellable costs have been incurred, advance payments for the cancelled work will be refunded.
4. Cancellation after work starts
If you cancel after work begins, charges may apply for work already completed and any previously agreed non-cancellable third-party costs, in accordance with your project agreement. We will reconcile these against payments received and confirm any remaining balance or refund for unused advance payments.
Completed work is assessed against the agreed deliverables. A change of direction or a decision not to use delivered work does not, by itself, make that work refundable.
5. Rescheduling and ongoing services
Please email us if a consulting session, milestone, or engagement needs to be rescheduled. Availability and any agreed notice periods apply. For ongoing services, cancellation takes effect according to the notice period and billing terms in the written agreement.
6. If we cannot provide the agreed service
If we cannot deliver an agreed service, we will contact you to discuss an alternative arrangement or a refund of any payment attributable to work that will not be delivered. If you believe a deliverable does not meet the agreed scope, contact us so we can review the issue and agree an appropriate remedy.
7. Approved refunds
We confirm the amount and processing arrangements in writing. Approved refunds are returned through the original payment method where possible. The time funds take to appear depends on the relevant payment provider or bank. This policy does not limit any mandatory rights under applicable law.
8. Memory Books is not on sale
Personalized Memory Books is coming soon. No orders, pre-orders, or payments are being accepted. Product-specific cancellation, production, delivery, return, and refund terms will be published before the service becomes available to purchase.
Contact
For questions about this policy, contact Moonport Media LLC, a limited liability company registered in Georgia, at business@moonportmedia.com.