Refunds & cancellation

You may request a refund of any unused tokens within 30 days of the purchase date. No reason is required and no fee is deducted. Refunds are calculated on the price actually paid for those tokens, including any volume discount applied at the time.

If part of the balance has been spent, we refund the unspent tokens pro rata at the effective rate you paid. Tokens spent on delivered work are not refundable, because the work has been performed.

There is no subscription and no notice period, so there is nothing to cancel in the usual sense. You can stop requesting work at any time and your balance simply stays where it is.

For work already in progress, you may cancel any deliverable before it is delivered. Tokens are returned in full if production has not started, or at 50% if the deliverable is already in production. Shoot days cancelled with less than five business days notice are non-refundable because crew and location are committed.

If we miss a published turnaround for reasons within our control, the tokens for that deliverable are returned to your balance without you asking.

If a deliverable is not right after the two included revision rounds, we either redo it at our cost or return the tokens — your choice.

If we decline a request because it falls outside our acceptable use policy, any tokens reserved for it are released immediately.

Tokens spent on delivered and accepted work.

Third-party costs already committed on your behalf and approved by you in advance — creator fees, licensed music, stock footage, paid amplification budget or location hire.

Requests made more than 30 days after purchase, except where consumer law in your country provides a longer period, which we will always honour.

Any balance where the account has been terminated for breach of our acceptable use policy.

If you are a consumer in the EU or UK you have a statutory right to withdraw from a distance contract within 14 days. Our 30-day policy is more generous and applies in addition; nothing here limits your statutory rights.

Where you ask us to begin work during the withdrawal period, you agree that the right to withdraw ends in respect of services fully performed, and that we may charge for work performed up to the point of withdrawal.

To withdraw, email trepteventures@proton.me or use the model withdrawal form below. A 30-day refund of unused tokens is also available under section 1; unused tokens only.

Complete and send this form only if you wish to withdraw from the contract.

To Trepte Ventures UG (haftungsbeschränkt), Rügenwalder Straße 24, 22143 Hamburg, Germany, email trepteventures@proton.me:

I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following tokens / the provision of the following service (*): ________

Ordered on (*) / received on (*): ________ Name of consumer(s): ________ Address of consumer(s): ________ Signature of consumer(s) (only if notified on paper): ________ Date: ________ (*) Delete as appropriate.

Refunds are returned to the original payment method through Stripe.

Once issued, funds usually appear within five to ten business days depending on your bank. Any VAT charged is refunded proportionally on the same credit note (Gutschrift).

We do not issue refunds in cash, in credit to a third party, or to a different payment method than the one used.

If something has gone wrong, please contact trepteventures@proton.me first — we will almost always resolve it faster than a payment dispute can.

Where a chargeback is raised, we will supply the payment provider with the order record, delivery evidence and correspondence. Raising a chargeback for services already delivered and accepted may result in the account being suspended pending resolution.