How Refunds Work

If a SceneWorks digital product is not suitable for your needs, contact us within 14 days of purchase to request a refund. We review requests fairly, taking account of the product, any delivery or use, the agreed terms and your legal rights.

We may ask for brief feedback about what did not meet your needs so we can improve our templates and services. You do not need to give a reason to exercise a statutory cancellation right where it applies.

Request Steps

To request a refund or cancellation:

• Email contact@sceneworks.io, preferably from the address used for the order.
• Include your order ID or purchase reference and the name or email address associated with the order.
• If relevant, describe why the files were not suitable or explain a technical problem.
• For a full refund, confirm that you understand the licence to keep using the refunded files will end, subject to applicable law.

We will confirm the outcome. An approved refund goes back to the original payment method unless you expressly agree otherwise. Payment providers often take 5–7 business days to show a credit; statutory refund deadlines still apply. We do not charge a refund fee.

You do not need to use a particular form to exercise a statutory cancellation right. A clear statement of your decision is enough.

Eligibility

The following conditions generally guide requests for a discretionary refund; they do not override rights granted by law:

• Individual purchases: contact us within 14 days of purchase.
• Digital products: we consider whether the files were delivered, downloaded or substantially used.
• Custom work: an agreed personalised project may have different cancellation terms depending on its stage and work already completed.
• Usage: substantial use, publication, redistribution or commercial exploitation may affect a discretionary refund.
• Repeated requests: we may limit repeated purchasing and refunding where there is evidence of abuse.
• Promotions: any approved refund is based on the amount actually paid.

We may decline a discretionary refund if there is evidence of fraud, unauthorised file sharing or other serious misuse. This does not affect remedies for faulty or misdescribed digital content.

For consumers, a 14-day distance-selling cancellation right for digital content may be lost when supply begins only if the prior express consent and acknowledgement required by law were obtained. A download alone is not a substitute. If you requested that a personalised service start during a statutory cancellation period, a lawful proportionate charge for work already provided may apply. Mandatory rights remain available.

What Happens After a Refund

When a full refund is approved and processed:

• Access to the affected product and its download links may be disabled where possible.
• The licence for the refunded files ends; you must stop using, modifying, sharing or selling them.
• You must delete downloaded copies under your control and, where reasonably possible, remove the assets from published projects or materials.

You may buy the product again later at its then-current price. We may refuse future discretionary refunds or purchases where there is documented, repeated abuse, subject to applicable law.

Group, Team & Business Purchases

For a group, studio, team or business order, additional agreed conditions may apply:

• We may consider how many files were downloaded and how many people used them.
• Where files have been shared across a team, we may assess overall use.
• Custom asset packages, bulk orders or a separate business agreement may state their own cancellation terms before purchase.

Contact us about the specific order. Consumer protections that apply to an eligible customer are not removed by this section.

Exceptions

We will consider requests outside the usual 14-day period where circumstances justify a remedy, including:

• Technical issues: you cannot access a purchased file and we cannot reasonably resolve the problem.
• Incorrect or defective files: an asset is materially faulty, incomplete or different from its description; we will investigate repair, replacement, a price reduction or a refund as required by law.
• Significant changes: a product is materially changed or withdrawn after purchase in a way that affects purchased rights.
• Discontinuation: a product or service ends in circumstances giving rise to a legal remedy.

We review discretionary exceptions case by case. This does not restrict a statutory remedy, and we will not require store credit in place of one.

Payment Disputes

We welcome the opportunity to resolve a payment or refund concern directly. If you raise a chargeback or another payment dispute:

• Access to the relevant files may be suspended while the dispute is reviewed.
• We may provide the payment provider with relevant order, delivery and usage records.
• We will honour the provider’s applicable decision; an amount already refunded will not be refunded twice.

Please contact us first where practical. Your legal or card-scheme dispute rights remain available.

Need Help?

For a refund, cancellation or product problem, contact SceneWorks Media LTD. We aim to respond as promptly as reasonably possible.

SceneWorks Media LTD
Company registration number: SC895899
5 South Charlotte Street
Edinburgh EH2 4AN, Scotland, United Kingdom
Email: contact@sceneworks.io
Phone: +44 7358 888970