Refund policy

REFUND & CANCELLATION POLICY

Last updated: May 2026

1. About this policy

This Refund & Cancellation Policy applies to every order placed on luvfilm.co. It is part of, and should be read together with, the Luv Film Co Rental Agreement, which you accept at checkout. If anything in this policy appears to conflict with the Rental Agreement, the Rental Agreement governs.

Luv Film Co is operated by All Season Digital, LLC, a California limited liability company doing business as Luv Film Co ("Luv Film Co," "we," "us," or "our"). The customer placing the order is referred to as "Customer," "you," or "your."

2. All payments are a non-refundable retainer

When you place an order, the full amount you pay is a non-refundable retainer (the "Retainer"). The Retainer compensates us for reserving your event date, declining other bookings for that date, preparing and testing your equipment, committing editing capacity, and the administrative work already done on your order.

The Retainer is fully earned by Luv Film Co at the moment of booking. It is not refunded if you cancel, if your event is postponed or called off, if you change your mind, or for any other reason within your control. By placing your order, you agree the Retainer is a fair and reasonable estimate of the costs we incur in reserving your date and that it is not a penalty.

The only situations in which any portion of the Retainer may be refunded are described below in Section 4 (The Luv Film Co Promise) and Section 8 (Force Majeure).

3. Customer-initiated cancellations

You may notify us of a cancellation at any time by writing to hello@luvfilm.co. No refund is due upon cancellation, regardless of when the cancellation occurs or why, including for change of plans, change of mind, financial hardship, illness, family emergency, vendor dispute, postponement of the wedding or event, change of venue, or any other personal reason.

Goodwill credit (discretionary). If we are able to re-book your cancelled date with another customer at full rate, we may, at our sole discretion, issue you a partial credit toward a future booking. Any such credit is a goodwill gesture and not an obligation. Credits are non-transferable, expire twelve (12) months from issuance, and are subject to availability on the requested future date.

4. The Luv Film Co Promise (the only refund mechanism)

The Luv Film Co Promise is the sole and exclusive refund pathway for any order. You may be eligible for a full refund of the amount you paid for the affected order only if all of the following are true.

A. You fully completed the pre-event verification described in Section 9 of the Rental Agreement, including powering on the camera, charging the battery, formatting the memory card, recording three test clips of at least 30 seconds each, and playing back each clip to confirm it captured properly.

B. You used the equipment in accordance with the setup, charging, recording, and storage instructions we provided in the packaging, by email, by video, or on the website.

C. One of the following three scenarios occurred:

(i) The equipment, after passing your verification, malfunctioned in a way that was the direct cause of footage failure, where the malfunction is confirmed by us or by the manufacturer's inspection report and was not caused by user action, environmental factors, or electrical interference.

(ii) You completed verification, operated the equipment as instructed during your event, and no usable footage was captured, where the failure is confirmed to be attributable to an equipment defect and not to user error, environmental conditions, accidental damage, or any disqualifying factor below.

(iii) The package containing the equipment was lost in transit by the parcel carrier, you received no equipment to use at your event, and you cooperated reasonably with our efforts to locate the package or ship a replacement in time.

5. Situations that disqualify a refund

You are not eligible for a refund under the Luv Film Co Promise, regardless of the circumstances, if any of the following applies:

(a) you did not complete the pre-event verification described in Section 9 of the Rental Agreement;

(b) you did not return the equipment to Luv Film Co;

(c) you cancelled the booking before the event;

(d) you skipped a setup step we provided in the packaging, by email, or by video;

(e) you did not power on the equipment at the event;

(f) you did not insert, charge, or use the battery or memory card we provided;

(g) you used the equipment for an event other than the one listed on your order confirmation;

(h) the equipment was damaged during your possession by drop, water exposure, sand, food or drink spill, theft, vandalism, vehicle accident, or any other physical event;

(i) footage failure was caused by external factors outside our control, including electrical or radio frequency interference, environmental conditions, lighting, audio at the venue, weather, or the actions of any third party such as your guests, vendors, or venue staff;

(j) you are dissatisfied with the artistic style, length, music selection, color grading, pacing, or editorial choices in the final edited video, all of which are governed by the Artistic Release in Section 25 of the Rental Agreement; or

(k) you are dissatisfied with anything other than the three scenarios described in Section 4 above.

6. How to submit a claim under the Luv Film Co Promise

All claims must be submitted in writing to hello@luvfilm.co within fourteen (14) calendar days following your event date. Your claim must include:

(a) a description of the issue and the date and time it was discovered;

(b) documentation that you completed the pre-event verification (such as confirmation of the three test clips you recorded);

(c) your order number; and

(d) any supporting evidence you would like us to consider.

We will review the claim, may request the return of the equipment for inspection, may consult the manufacturer or a third-party technician, and will issue a written determination within thirty (30) days of receiving a complete claim. Our determination, made in good faith, is final and binding on both parties.

7. Date changes and rescheduling

Date changes are permitted only at our sole discretion and only if a camera is available on the new requested date. We may charge a rescheduling fee of up to two hundred and fifty dollars ($250.00). Rescheduling requests made less than thirty (30) days before the original event date are subject to a higher fee or may be declined. You are not entitled to reschedule as of right.

To request a rescheduling, email hello@luvfilm.co with your order number, original event date, and the requested new date.

8. Force majeure

If your event is cancelled, postponed, or impacted by an event outside of either party's reasonable control, including natural disaster, severe weather, fire, flood, pandemic, public health emergency, government order, war, civil unrest, parcel carrier disruption, or similar circumstance, we will work in good faith to reschedule the rental subject to fleet availability.

If a force majeure event prevents performance for more than ninety (90) days, either party may terminate the order. In that case, our only obligation is to refund the portion of the Retainer that fairly corresponds to services not yet rendered, in our good-faith determination. Refunds in force majeure situations are evaluated case by case.

9. Failure to use the rental

You remain fully responsible for the full order total if your event is cancelled, postponed indefinitely, does not take place, or simply does not use the equipment. You are also responsible for returning the equipment to us by the end of the rental period and for any damage, loss, late return, or cleaning fees that may apply under the Rental Agreement.

We strongly encourage every customer to consider standalone event insurance for circumstances beyond your control.

10. Delivery failures caused by Luv Film Co

If the equipment is not delivered to your shipping address before your event due to a circumstance within our control, you are entitled to a full refund of the amount paid for the affected order. Delivery delays caused by the parcel carrier, weather, an incorrect address provided by you, or other circumstances outside our reasonable control are not within our control and are governed by Section 4 (Package Lost in Transit) or by Section 5 (disqualifying factors), as applicable.

11. Editing services and revisions

We do not refund based on dissatisfaction with the creative judgment, style, length, music selection, pacing, or selection of clips in the edited film. These choices are part of our artistic work, which you accepted by booking with us after reviewing our portfolio.

You are entitled to one (1) round of minor revision requests, submitted in writing within fourteen (14) days of delivery, addressing clearly identifiable issues such as misnamed people, incorrect dates, or specific moments you would like removed for personal privacy reasons. Major re-edits, structural reworks, music changes, or restyling are not covered by the standard package and may be quoted as paid additional work at our discretion.

12. Add-ons

Add-on purchases (microphone, tripod, rush edit, additional rental days, or other accessories or services) are part of the Retainer and follow the same non-refundable rules described in Sections 2 and 3 above. Once a rush edit has been initiated, the rush edit fee is fully earned and non-refundable.

13. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute with your card issuer for any reason that does not first follow the process described in this policy and the Rental Agreement, you agree that we may dispute the chargeback in full, may suspend any pending services or refund processing until the chargeback is resolved, and may pursue any remedy available under Section 17 of the Rental Agreement, including reporting the dispute to credit reporting and collections agencies.

We ask that any disagreement be raised with us first at hello@luvfilm.co so we have a chance to resolve it directly.

14. Refund timing

Approved refunds are processed within ten (10) business days of our written determination and are returned to the original payment method. Depending on your bank or card issuer, additional time may be required for the funds to post to your account.

15. Contact

All cancellation requests, refund claims, rescheduling requests, and questions about this policy should be sent to:

Luv Film Co c/o All Season Digital, LLC San Luis Obispo, California

Email: hello@luvfilm.co

Please include your order number and event date in all correspondence.