Refund Policy

1. Policy Overview

Caltrivo is committed to delivering professional-grade digital media editing services that meet the technical specifications outlined in project agreements. This Refund Policy explains the circumstances under which refunds may be requested, the evaluation process for refund claims, and the procedures for processing approved refunds.

Due to the custom nature of our services and the substantial resources invested in each project, refunds are evaluated on a case-by-case basis according to the criteria established in this policy.

2. Service Deposit and Payment Structure

2.1 Non-Refundable Deposit

The initial project deposit (typically 50% of the total project value) is non-refundable once work has commenced. This deposit covers project planning, resource allocation, technical setup, initial processing, and administrative overhead. Upon receipt of deposit, we allocate engineering resources, configure software environments, and initiate project workflows.

2.2 Payment Milestones

For larger projects structured with multiple payment milestones, each payment becomes non-refundable upon completion of the associated deliverable phase. Clients will receive notification and approval opportunities before each milestone phase begins.

3. Refund Eligibility Criteria

3.1 Technical Non-Delivery

Refunds may be considered if we fail to deliver the contracted services within the agreed timeline, provided that:

• The delay is not caused by client-related factors (e.g., late provision of source materials, delayed feedback, or scope changes)
• The delay exceeds 30 days beyond the agreed delivery date
• Client has provided written notice of the delay and allowed 15 days for remediation
• The delay is not attributable to force majeure events (natural disasters, technical infrastructure failures beyond our control, etc.)

3.2 Material Specification Breach

Refunds may be considered if final deliverables materially fail to meet the technical specifications documented in the project agreement, provided that:

• The discrepancy represents a significant deviation from documented specifications (not subjective creative preferences)
• The issue is reported within 72 hours of delivery
• Client has allowed us the opportunity to correct the issue through revision processes
• The issue cannot be resolved through reasonable revision efforts (up to three revision rounds)

3.3 Service Cancellation Before Work Commencement

If a client requests project cancellation before any work has been performed (i.e., before we have begun processing files or allocating engineering resources), a refund of 85% of the deposit may be issued. The 15% retention covers administrative processing, project setup documentation, and opportunity cost.

4. Non-Refundable Circumstances

Refunds will NOT be issued under the following circumstances:

4.1 Subjective Dissatisfaction

Refunds are not provided for subjective creative preferences or stylistic opinions that fall outside the documented technical specifications. Our services are evaluated against measurable technical criteria, not aesthetic judgments.

4.2 Client-Caused Delays

Projects delayed due to client factors (delayed feedback, slow approval of previews, late provision of materials, or frequent scope changes) are not eligible for refunds based on timeline concerns.

4.3 Completed Projects

Once final deliverables have been delivered and accepted, and payment has been processed, refunds are not available. Acceptance is confirmed when:

• Client downloads final files without raising technical objections within 72 hours
• Client uses the deliverables in production environments (websites, presentations, social media, etc.)
• Client provides written sign-off or approval
• 30 days have elapsed since delivery without technical objection

4.4 Third-Party Costs

Costs incurred for third-party services (stock media licensing, specialized software, external technical consultants, or cloud processing resources) are non-refundable as these expenses are passed through at cost.

4.5 Partial Work Completion

If a project is canceled mid-process, no refund is provided for work already completed. Client will be invoiced for all work performed through the cancellation date at the hourly rate specified in the project agreement.

5. Refund Request Process

5.1 Submission Requirements

To request a refund, clients must submit a written request via email to projects@caltrivo-digital.com that includes:

• Project name and unique project identifier
• Detailed explanation of the reason for the refund request
• Specific citation of contractual provisions or technical specifications that were allegedly breached
• Supporting documentation (correspondence, project agreements, technical specifications, etc.)
• Desired resolution (full refund, partial refund, or alternative remedy)

5.2 Evaluation Timeline

Upon receipt of a refund request, we will:

• Acknowledge receipt within 2 business days
• Conduct a thorough review of the project file, correspondence history, and deliverables within 7 business days
• Provide a written response outlining our findings and determination within 10 business days of the initial request

5.3 Resolution Options

Depending on the circumstances, we may offer:

• Full Refund: Return of all payments made (minus third-party costs and non-refundable deposits where applicable)
• Partial Refund: Refund proportional to the undelivered or non-conforming portion of services
• Service Credit: Credit toward future services of equivalent value
• Corrective Action: Additional revision rounds or re-performance of specific deliverables at no additional charge
• No Refund: If the request does not meet eligibility criteria, a detailed explanation will be provided

6. Refund Processing Procedures

6.1 Approved Refund Timeline

If a refund is approved, processing will occur according to the following timeline:

• Refunds to credit cards: 7-10 business days from approval
• Refunds to bank accounts (ACH/wire): 5-7 business days from approval
• Refunds via check: 14-21 business days from approval

6.2 Refund Method

Refunds will be issued using the original payment method whenever possible. If the original payment method is no longer available, alternative arrangements will be coordinated with the client.

6.3 Processing Fees

Transaction fees charged by payment processors (typically 2.9% + $0.30 per transaction) are non-refundable. Approved refunds will reflect the net amount received after payment processing fees.

7. Dispute Resolution

7.1 Good-Faith Negotiation

If a client disagrees with a refund determination, we encourage good-faith negotiation to reach a mutually acceptable resolution. Clients may request a secondary review by submitting additional documentation or clarification.

7.2 Mediation

If direct negotiation does not resolve the dispute, parties agree to attempt mediation through a neutral third-party mediator before pursuing legal action. Mediation costs will be shared equally between parties.

7.3 Legal Remedies

If mediation fails, disputes will be resolved according to the dispute resolution provisions outlined in our Terms of Service, including binding arbitration and jurisdiction in Larimer County, Colorado.

8. Revision Policy vs. Refund Policy

8.1 Revisions as Primary Remedy

Before considering refund requests, clients are encouraged to utilize the revision process included in their project agreement. Most technical issues can be resolved through corrective revisions without the need for refunds.

8.2 Standard Revision Allowance

Most projects include up to three rounds of revisions at no additional charge. Revisions must be requested within 72 hours of receiving deliverable previews and must address technical specification compliance (not subjective creative changes).

8.3 Exhaustion of Revision Opportunities

Refund requests based on deliverable quality will only be considered if the client has fully utilized available revision rounds and the issue remains unresolved.

9. Special Circumstances

9.1 Service Interruption

If we experience technical infrastructure failures that prevent project completion (e.g., catastrophic data loss, extended system outages), clients will be offered the choice between:

• Full refund of all payments made
• Project restart with extended timeline at no additional cost
• Partial refund proportional to incomplete work

9.2 Business Closure

In the unlikely event that Caltrivo ceases operations, clients with active projects will receive full refunds for any work not yet commenced. For partially completed projects, refunds will be calculated based on the percentage of work completed.

9.3 Force Majeure

Projects affected by force majeure events (natural disasters, pandemics, war, terrorism, government actions) may be subject to timeline extensions without refund obligations. If extended delays render the project non-viable, mutual termination and prorated refunds may be negotiated.

10. Client Responsibilities for Refund Prevention

To minimize the need for refunds and ensure project success, clients should:

• Provide clear, detailed technical specifications at project commencement
• Review and approve project planning documents before work begins
• Respond promptly to preview deliverables and revision requests
• Communicate concerns immediately rather than waiting until final delivery
• Provide complete, high-quality source materials in the formats specified in project requirements
• Maintain open communication channels throughout the project lifecycle

11. Modifications to This Policy

Caltrivo reserves the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Projects initiated before policy changes will be governed by the policy in effect at the time of project agreement execution.

12. Contact Information for Refund Requests

All refund requests and related inquiries should be directed to: