Fulfillment Policy
DLC Video Production & Strategy Services
Last Updated: April 10, 2025
At DLC Video Production & Strategy, we are committed to delivering high-quality video production and photography services to our clients. This Fulfillment Policy outlines how we process, deliver, and manage orders for our services and any associated products. By engaging with our services or making a purchase, you agree to the terms outlined below.
1. Services Overview:
We provide professional video production and photography services, including but not limited to:
Video filming and editing
Photography sessions (e.g., events, portraits, commercial shoots) Delivery of digital files (e.g., edited videos, high-resolution photos)
Optional physical products (e.g., photo prints, albums, USB drives) additional cost incurred
Each project is customized based on the client’s needs, as outlined in the project agreement or contract signed prior to the start of work.
2. Order Process
Booking: To initiate a project, clients must contact us via email, phone, or website form to discuss their needs. A detailed project scope, timeline, and pricing will be provided in a proposal or contract. Payment: We require a deposit (typically 50% of the total project cost) to secure your booking, with the remaining balance due upon completion or as agreed in the contract. Payments are processed securely via Stripe. Confirmation or other accepted payment method.
3. Fulfillment Timeline
Digital Deliverables (Videos & Photos): After the filming or photography session, editing typically takes 2-4 weeks, depending on the project scope. Final digital files (e.g., MP4 videos, JPEG photos) will be delivered via a secure online platform (e.g., Google Drive, Dropbox, or client portal) within 3-5 days after final approval or payment of the remaining balance.
Physical Products (e.g., Hard Drives): If applicable, physical products are ordered after client approval of digital proofs. Clients must provide the drive. At this time DLC does not offer digital prints.
Note: Timelines may vary due to project complexity, client feedback, or unforeseen circumstances (e.g., weather delays for outdoor shoots). We will communicate any delays promptly.
4. Delivery Details
Digital Delivery: Files are delivered electronically to the email address provided during booking, unless otherwise specified. Clients are responsible for ensuring they have sufficient storage and compatible software to access files.
Physical Delivery: Physical products are shipped via [insert carrier, e.g., USPS, FedEx] to the address provided by the client. Additional shipping fees may apply and will be outlined in the project agreement. We are not responsible for delays caused by shipping carriers or incorrect address information provided by the client.
5. Revisions & Approvals
Clients are entitled to 1 rounds of revisions for video edits or photo retouching, as specified in the project agreement. Additional revisions may incur extra fees. Final deliverables will not be released until the client approves the work and the remaining balance is paid in full.
6. Refunds & Cancellations
Deposits: The initial deposit is non-refundable once work begins (e.g., filming, editing, or session scheduling), as it secures your booking and compensates for reserved time and resources.
Cancellations: If a project is canceled more than 45 days before the scheduled session, any payments beyond the deposit may be refunded so long as the studio has not incurred additional costs in booking subcontractors, rental equipment, or other miscellaneous fees.
Cancellations within 45 days of the session are non-refundable due to preparation and scheduling commitments.
Completed Work: No refunds will be issued for completed digital or physical deliverables once they have been delivered to the client.
Unsatisfactory Service: If you are dissatisfied with the final product, please contact us within 7 of delivery. We will work with you to address concerns, but refunds are at our discretion and subject to the project agreement terms.
7. Delays & Force Majeure
We strive to meet all deadlines but are not liable for delays caused by factors beyond our control, including equipment failure, illness, natural disasters, or client delays in providing feedback or materials. We will notify you as soon as possible if such an event occurs and work to reschedule or adjust timelines accordingly.
8. Contact Us
If you have questions about your order, fulfillment status, or this policy, please reach out to us at:
Email: [email protected]
Phone: 970-596-1828
Business Hours: Monday-Friday, 9 AM - 5 PM MST
We aim to respond to inquiries within 1-3 business days.