Refund Policy
Effective Date: 9 June 2025
Our goal at Face Front is to provide a high-quality, valuable service that helps your business thrive. This policy outlines our position on refunds.
1. General Policy
Due to the nature of our service, which involves significant upfront creative consultation, labour, and computational resources (AI processing costs), we do not offer refunds once the production process has commenced. Production commences at the point we begin generating the AI actor and video based on your approved script.
2. “Satisfaction Guarantee” & The Revision Process
Your satisfaction is extremely important to us. Instead of a monetary refund, we offer a “Satisfaction Guarantee” through our revision process. If you are not satisfied with the initial version of your Video due to a demonstrable flaw in the AI generation (e.g., incorrect pronunciation of a common word, significant visual glitch), we will re-generate the Video at no additional cost as part of the included revision process.
3. When a Refund May Be Considered
A full or partial refund will only be considered in exceptional circumstances, such as a complete failure to deliver the service on our part.
4. Cancellations by the Client
You may cancel your order and request a full refund only if you do so within 24 hours of purchase AND before you have submitted your final script for production. Once your script has been submitted and production has commenced, the service is considered to have started, and no refund will be possible.
5. How to Address an Issue
If you have an issue with your delivered video, please contact our support team at hello@facefront.co.uk within 7 days of delivery. Please provide a detailed description of the issue. We will review your request and initiate the revision process promptly.