Refund & Returns Policy
Kitoko Filme LTD
Because our services are custom, date‑specific, and reserved exclusively for each client, refunds and returns are handled with care and clarity.
Booking & Retainer
All bookings require a non‑refundable retainer to secure the event date. Once a date is reserved, we decline other enquiries for that date and begin pre‑production planning. For this reason, retainers are non‑refundable under all circumstances.
Cancellations
- If the Client cancels the booking after the retainer is paid, the retainer remains non‑refundable.
- Any additional payments made beyond the retainer may be refundable only if cancellation occurs within the timelines outlined in the signed agreement.
- Cancellations made within 30 days of the event date are not eligible for refunds, as production resources and staffing have already been committed.
Rescheduling
We understand that plans may change.
- One reschedule may be accommodated subject to availability and must occur within 12 months of the original date.
- If the new date falls into a higher‑priced season or day, a price adjustment may apply.
- If we are unavailable for the new date, the booking will be treated as a cancellation.
Deliverables & Satisfaction
All photography and films are delivered in line with our portfolio style. Due to the subjective nature of creative work, refunds are not issued for stylistic preferences once services have been rendered. Reasonable revisions (as outlined in your agreement) are included.
Travel & Destination Expenses
For destination or extended‑travel bookings, travel, accommodation, permits, and related costs are non‑refundable once incurred, even in the event of cancellation or reschedule.
Force Majeure
In the rare event that circumstances beyond our control prevent us from delivering services, all reasonable efforts will be made to provide an alternative solution or apply payments toward a future date.