Changes and Refunds Policy

These terms and conditions govern our policy for cancellations and refunds. This Policy applies in addition to our Brands’ Terms and Conditions (“Brand’s Terms”).

1. Changes

You may request changes to your Project. The following charges shall apply for the following changes:

Change Charges
Add-ons and Upgrades Adding a Creator to an existing Project Charges at applicable Job, Creator’s per hour rate, resource rate
Adding an additional resource
Upgrade of Service Level Quality
Upgrade of Project or Job size or scope
Changes to Project Brief Project Brief has been agreed by you and us, and a Due Date has been set for the Project Complete or significant changes to the Project Brief Re-quote for Project based on new Project Brief
Minor changes to the Project Brief Charges at applicable normal rate plus rescheduling fees
Changes to the Project Brief after all work has been completed Charges at applicable normal rate for additional resources to support changes
Project Due Date being brought forward. Additional rush fee charges to all line items may apply. May result in change of Creator Team.
Changes to Video Requirements Changes to Project’s video deliverables which do not affect the duration or length of such deliverables Additional charge where changes are different to original scope/brief of video.
Changes to Project’s video deliverables which extend the duration or length of such deliverables Charges at applicable normal rate for additional resources to support changes
Additional video edits from existing footage Charges at applicable normal rate for additional resources to support video edits
Your requests to final review edit requires Editor Creator to perform more than 2 rounds of alterations Charges at applicable normal rate for review edits, unless such alterations were required due to non-conformance with specifications in agreed Service Quality Level
Changes to Shoot Change of scheduled time of the shoot more than 1 week before the shoot No charge. May result in change of Creator team.
Change of scheduled time of the shoot less than 1 week before the shoot No charge. May result in change of Creator team.
Change of scheduled time of the shoot less than 48 hours before shoot 50% of cost of shoot to be paid to creators. May also result in change of Creator team.
Change of scheduled time of the shoot less than 24 hours before shoot Change of scheduled time of the shoot less than 24 hours before shoot 100% of cost of shoot to be paid to Creators. May also result in change of Creator team.
Change of shoot location Additional charges may apply from reimbursement of Creators for all ancillary costs, fees and expenses arising as a result of such change (e.g. parking)
Over time resulting from your delays or additional requests which were not mutually agreed during planning Additional charges based on Creators’ hourly man-rate for each hour of overtime or part thereof
Your request that editor Creator is required to edit on site / live or at any location other than the editor Creator’s office. Additional charges for transport, travelling time and any additional edit time necessary

2. Refunds

All Service Fees paid to us are strictly non-refundable. We will provide you refunds in Credits to your Account if the following events occur:

Event Value of Credits To Be Refunded
Purchasing Stage 90 Seconds is unable to supply the requisite Creators for a Project 100% of the Project Value
Planning Stage We make a material deviation to an agreed Project Brief without any valid reason, and not due to your fault or negligence 100% of the value of the Job(s) which were materially deviated from
Creative development Job is beyond the Creator’s Service Quality Level and we are unable to substitute a suitable Creator 100% of the value of the Job and we shall provide alternative options
Shoot Stage Creator fails to arrive within half hour of the appointed time of the shoot without valid reason We will perform the Creator Escalation process with the Creator.

If the late arrival or no-show affects any other Project Jobs, the late or missing Creator receives no payment and we shall apply the Creator’s Job value towards other items on the Project. If there are no other Jobs, we will refund 100% of the value of the Job
Creator arrives on shoot with equipment which is materially different from that specified in the Project Brief and such equipment is not adequate for the requirements of the shoot or Project Brief 100% refund of the value of the Creator’s Job if the entire shoot is unusable.

50% refund of the value of the Creator’s Job if only part of shoot is affected and the video can still be completed.
Creator arrives on shoot with substandard or defective equipment We will perform the Creator Escalation process with the Creator

100% refund of the value of the Creator’s Job if the entire shoot is unusable.

50% refund of the value of the Creator’s Job if only part of shoot is affected and the video can still be completed
None of the footage captured during the shoot conforms to the requirements of the Project Brief 100% refund of the value of the Creator’s Job if the entire shoot is unusable.
Change of shoot location without your prior consent and without good reasons (an example of such good reasons being audio, weather and/or lighting requirements) We will perform the Creator Escalation process with the Creator

100% refund of the value of the shoot
Sound quality does not materially conform with specifications in the agreed Service Quality Level We will perform the Creator Escalation process with the Creator

100% refund of the value of the Creator’s Job if the sound quality issues cannot be fixed in post production.

If a reshoot is required, we will pay for the reshoot.
Footage was not uploaded to the Platform in a timely manner If delay results in any change to Project Due Date, 100% of the value of the Job
Edit and Review Stage Video quality does not materially conform with specifications in the agreed Service Quality Level

(Note: First cuts in post-production process are generally raw. Unmixed video and ungraded footage would not be considered material non-conformance for a first cut.)		 First cut – 15% refund of first cut edit Job value

Final review edit – 100% refund of the value of all review edit Jobs and we shall pay for additional edits as necessary to ensure the video quality. We will also perform Creator Escalation process with the Creator.
Due date of Project is delayed due to 90 Seconds’ fault or negligence 100% refund of Project Value if the purpose of the Project was affected eg; event or product release.

If there is no hard deadline, 100% of the value of all outstanding Jobs to be refunded 100%
Any stage of the Project Creator fails to meet a Due Date 100% refund of the Creator’s Job’s value if the purpose of the Project was affected eg; event or product release. We will also perform Creator Escalation process with the Creator.
Creator’s conduct is unprofessional, unruly or offensive 100% refund of the Creator’s Job’s value. We will also perform Creator Escalation process with the Creator.
Creator does not respond to communications in a timely or substantive manner 100% refund of the Creator’s Job’s value if the purpose of the Project was affected eg; event or product release. We will also perform Creator Escalation process with the Creator.
Creator’s performance of Creator Services does not conform with Project Brief’s requirements No refund. We will perform the Creator Escalation Process with the Creator.

Any questions?

Get in touch and we will answer all your queries.

Have any questions?

  • How do I raise an issue on my project?
    Whether you want to talk to your 90 Seconds Production Service Manager directly, ask for an update, or change the time of your delivery, we’ve got you covered. Don’t rush to Intercom for support immediately - all communication will be made via the activity feed in your project page. Here you can directly raise issues, provide comments and request changes with the Production Service Manager and Creators.
  • What if I want a video project that is more customised?
    If our pre-packaged video products aren’t the right fit, you can create a custom project. A Producer will be in touch to find out more about your requirements and how we can tailor our services to suit.
  • Which countries do 90 Seconds currently offer services in?
    With a team of Creators spanning 900 cities and 160 countries, we can help with video creation in the most remote corners of the world. Check out our video production locations.
  • What if I require only video shooting or only video editing?
    No problem. We offer video shooting and video editing as separate services. Check out our full range of production solutions.
  • How do I find my videos and footage for download?
    Now that you have your completed video; you can download it onto your desktop or mobile hard drive. You can find all the completed videos affiliated to your Brand by navigating to your Brand page from your Profile. Locate the video, under ‘Completed Video Projects’.

Have more questions? Visit our Support page.

  • How do I get paid?
    Please refer to the Creators Terms & Conditions for Payment Terms. All Creators will be paid with Hyperwallet. 90 Seconds does not require invoices to be submitted for any projects. Invoicing is all done through the Platform upon contract acceptance. You are of course welcome to create your own invoices for your records, but we do not require copies.
  • How much work is in my area?
    While some markets maintain a large volume of projects, other less known areas are growing steadily and beginning to see an increasing amount of work. The amount of work in a given area depends entirely on our customers: how often they’re purchasing video and where they need crew for their projects. The good news: 90 Seconds is growing, we have a large sales team and can support clients in all countries via our cloud platform.
  • How do I get jobs?
    Normally, contract invitations are sent out by a Producer to a small number of Creators that match the skills and experience required in the Client’s brief. These are allocated on a First-Come-First-Served basis, and are listed under “Available Contracts” on your profile if you’ve been directly invited. On our Marketplace, under “Browse Gigs” you are also able to find job opportunities that have been published to the entire Creator community.
  • What sets great Creators apart on 90 Seconds?
    90 Seconds is a global community of video professionals, comprising every role and skill level in the industry. Whether you are a camera operator or animator, a drone operator or a director, you can be a successful creator on the 90 Seconds regardless of your location. More than anything else, the three characteristics that determine your visibility, your client ratings and, ultimately, your success as a 90 Seconds Creator are a great profile; a forward thinking nindset; and being a proactive communicator.
  • How do I raise an issue?
    Whether you want to talk to your 90 Seconds Production Service Manager directly, ask for an update, or change the time of your delivery, we’ve got you covered. Don’t rush to Intercom for support immediately - all communication will be made via the activity feed in your project page. Here you can directly raise issues, provide comments and request changes with the Production Service Manager and Brand Client.

Have more questions? Visit our Support page.