Last Updated: November 29, 2025
Edit Lobby ("we", "us" or "our") is committed to providing high-quality video editing services. This Refund and Cancellation Policy outlines the terms under which refunds and cancellations are processed.
Overview
All purchases are subject to the terms outlined in this policy. By purchasing our services, you acknowledge and agree to these refund and cancellation terms.
Single Video Edits
2.1 Refund Eligibility
• Refunds may be requested before work begins on your project
• Once editing has commenced (after you submit your footage and brief), purchases are non-refundable
• If you are dissatisfied with the final video after 2 rounds of revisions, we will work with you to address specific concerns but refunds will not be issued
2.2 Cancellation Policy
• You may cancel your order and receive a full refund if:
- You cancel within 24 hours of purchase AND before uploading footage/brief
- We have not yet assigned an editor to your project
• No refunds will be issued once:
- Your footage and brief have been submitted
- An editor has been assigned and work has begun
- You have received your first draft
Lobby Pass and Lobby Pass XL (Subscription Plans)
3.1 Refund Eligibility
• Lobby Pass purchases are non-refundable once activated
• Unused credits do not roll over and are forfeited upon expiration
• Partial refunds are not available for unused videos in your package
3.2 Cancellation Policy
• You may cancel your Lobby Pass subscription at any time
• Cancellation will take effect at the end of your current billing cycle
• No refunds will be issued for the remaining period of an active subscription• Any unused video credits will be available until the subscription expiration date
Premium/Custom Projects
Premium projects have custom terms outlined in your service agreement
Refund eligibility depends on the milestone-based payment structure
Cancellation terms will be specified in your custom contract
Payments made for completed milestones are non-refundable
Quality Guarantee
5.1 Our Commitment
We stand behind the quality of our work. If you're not satisfied with your video, we will:
• Provide up to 2 rounds of revisions (as outlined in your service package)
• Work with you to address specific feedback and concerns
• Make reasonable efforts to deliver a final product that meets your brief requirements
5.2 Refund Conditions
Refunds will ONLY be considered in the following circumstances:
• Technical failure on our part (e.g., corrupted files, inability to deliver)
• Significant deviation from the agreed brief that cannot be corrected through revisions
• Failure to deliver within the agreed timeline without prior communication
Refund requests based on quality must be submitted with:
• Specific detailed feedback on what doesn't meet your requirements
• Reference to the original brief and how the delivered work deviates
• Evidence that the revision process was utilized
Non-Refundable Circumstances
No refunds will be issued in the following cases:
• Subjective dissatisfaction (e.g., "I don't like the style") after approving the brief
• Change of mind after work has commenced
• Client-side delays in providing feedback or footage
• Failure to communicate revisions within the specified timeframe
• Requesting edits outside the scope of the original brief
• Technical issues on the client's end (e.g., incompatible formats) after delivery
• Requesting a refund after final delivery and approval
Revision Policy
Before requesting a refund, clients must utilize the included revision rounds:
Simple Edits:
• 2 rounds of changes included
• Revisions must be submitted within 7 days of receiving each draft
Complex Edits:
• 2 rounds of changes included
• Personal project manager to coordinate revisions
• Revisions must be submitted within 7 days of receiving each draft
Premium Projects:
• Revision terms outlined in custom agreement
• Dedicated support throughout the revision process
Payment Processing
• All payments are processed through Stripe
• Approved refunds will be credited to the original payment method within 5-10 business days
• Processing fees charged by payment providers are non-refundable
• Refund amounts may be reduced by payment processing fees (typically 3-5%)
Dispute Resolution Process
9.1 Step 1: Contact Us
If you have concerns about your project:
• Email: hello@editlobby.com
• Subject Line: "Refund Request - [Order Number]"
• Include: Order details, specific concerns, and desired resolution
9.2 Step 2: Review Period
• We will review your request within 2-3 business days
• We may request additional information or schedule a call to discuss
• Our team will assess the situation based on this policy
9.3 Step 3: Resolution
• You will receive a written response with our decision
• If approved, refunds are processed within 5 business days
• If denied, we will explain why and offer alternative solutions
Late Delivery
10.1 Our Commitment
• Standard turnaround: 48-72 hours from brief submission
• Rush orders: As agreed in custom timeline
10.2 Compensation for DelaysIf we fail to deliver within the promised timeframe due to our error:
• Minor delays (1-2 days): 10% discount on your next order
• Significant delays (3+ days): 25% discount on your next order
• Major delays (7+ days): Eligible for full refund or 50% discount
10.3 Exceptions
Delays caused by the following are not eligible for compensation:
• Client-side delays (late footage, unclear brief, delayed feedback)
• Force majeure events (natural disasters, system outages)
• Mutual agreement to extend deadline
• Scope changes requested mid-project
Footage and File Submission
• You are responsible for ensuring all footage is provided correctly
• We are not responsible for issues arising from:
- Corrupted or low-quality source files
- Incomplete footage submissions
- Copyright-protected material you do not have rights to use
• These issues do not qualify for refunds
Chargebacks
• Initiating a chargeback without contacting us first violates this agreement
• Chargebacks may result in:
- Suspension of account and services
- Legal action to recover costs
- Reporting to credit bureaus if applicable
• We will contest all illegitimate chargebacks
• Please contact us first to resolve any billing disputes
Modifications of Policy
We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will:
• Be posted on editlobby.com with an updated "Last Updated" date
• Not affect orders placed before the modification date
• Be communicated via email for significant changes
Contact Information
For refund requests, cancellations, or questions about this policy:
Edit Lobby
Email: hello@editlobby.com
Website: editlobby.com
For refund requests specifically:
Subject Line: "Refund Request - [Your Order Number]"
Include: Purchase date, order details, reason for refund reques
Legal Jurisdiction
This policy is governed by the laws of [Your Jurisdiction]. Any disputes arising from this policy will be subject to the exclusive jurisdiction of courts in [Your Location].
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By purchasing Edit Lobby's services, you acknowledge that you have read, understood, and agree to this Refund and Cancellation Policy.
