1. Scope of this policy
This policy applies to digital, creative, and consulting services provided by Moonport Media LLC, and to Personalized Memory Books (see section 8). 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.
For digital, creative, and consulting engagements, sending a request does not automatically cancel an invoice or confirm a refund. We will review the engagement and confirm the outcome in writing. Memory Book cancellations follow section 8 below.
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. Personalized Memory Books
Memory Books is in development. When the service launches, books will be made to order from each customer’s own photographs and stories, and the following terms will apply:
- Before release to print: you may cancel by email for a full refund, including shipping charges, until we send the order to our print partner. A cancellation request received before that cutoff pauses release while we process the cancellation.
- Optional preview: we email the preview and the scheduled release-to-print date and time. You have 48 hours from that email to request changes or cancel. Selecting “Print now” requests earlier release; once we send the order to print, the remaining review and cancellation window ends. If you take no action, the book is sent to print automatically when the window ends. These arrangements are disclosed before payment.
- Maximum of two review windows: one consolidated correction round is included if requested during the initial window. This pauses printing; we then email one revised preview with a final 48-hour window. You may check the corrections, select “Print now”, or cancel for a full refund before release. Further changes of preference are not included and do not restart the window. A timely report of an error introduced by us or an agreed correction not made pauses release while we resolve it or refund the order; it does not create another customer revision round.
- After release to print: because the book is personalized, it cannot be cancelled or returned for a change of mind after it is sent to print. This does not limit remedies for defective goods or any mandatory consumer rights.
- Defective, damaged, or incorrectly printed books: report the problem within 14 days of delivery with your order number and photographs. We will reprint and reship the book at no cost, or refund it in full if you prefer.
- Lost shipments: if a tracked parcel is confirmed lost by the carrier, we will reship the order or refund it in full.
- Content errors introduced by us: contact us if we introduce an error while preparing your book. Choosing not to review the preview does not mean you approve such errors or lose the replacement or refund remedies above.
Shipping charges are refunded together with the order when the book is cancelled before release to print, or is defective, damaged, or lost.
9. Refund method and time frame
Approved refunds are confirmed by email and issued within 10 working days, to the same card or payment method used for the purchase. Your bank or card issuer may take additional time, typically 5–10 business days, to show the funds on your statement. Refunds are made in the currency of the original payment.
Consumers retain any rights they have under the legislation of Georgia, including the Law of Georgia on Consumer Rights Protection and the Law of Georgia on Electronic Commerce, and under any other mandatory law that applies to them.
Contact
For questions about this policy, contact Moonport Media LLC, a limited liability company registered in Georgia, at business@moonportmedia.com.