Overview

Last Updated: 9 August 2026

At Rabbit Wilcox Films, we are committed to providing professional photography, videography, film production, podcast production, live streaming and content creation services.

Because our services involve reserving production dates, allocating crew and equipment, preparing for shoots and creating bespoke digital content, our refund and cancellation terms differ from those that apply to physical retail products.

By booking our services through our website, you agree to the terms outlined below.

1. Scope of This Policy

This Refund & Returns Policy applies to services purchased or booked through the Rabbit Wilcox Films website, including:

Wedding videography
Birthday videography
Private event filming
Corporate event filming
Conference and exhibition filming
Podcast recording
Interview production
Social media content creation
Reel production
Photography
Drone videography
Live streaming
Music video production
Short film production
Commercial video production
Video editing
Other creative production services

2. Booking Payments & Deposits

When you book a service through our website, you may be required to pay either:

A deposit
A booking fee
A percentage of the total project cost
Or the full service price

The amount required will be clearly displayed during the booking or checkout process.

A booking payment may be used to reserve your production date and cover initial planning, administration, preparation and resource allocation.

Unless otherwise stated at the time of purchase, booking deposits are non-refundable once your booking has been confirmed.

This is because accepting a booking may prevent Rabbit Wilcox Films from accepting another booking for the same date.

3. When Your Booking Becomes Confirmed

Submitting a booking request or purchasing a service through our website does not necessarily mean that your production date is immediately confirmed.

Where date availability needs to be checked, your booking may initially be treated as provisional.

We will confirm your booking once:

Your requested date has been checked;
The required production resources are available; and
Your booking payment has been received.

Once confirmed, the cancellation and refund terms in this policy will apply.

4. Customer Cancellation

If you need to cancel your booking, you should notify Rabbit Wilcox Films as soon as possible in writing.

Refund eligibility will depend on how much notice is provided before the scheduled production date.

More than 30 days before the production date

Where applicable, payments other than the booking deposit may be refundable, subject to any costs already incurred by Rabbit Wilcox Films.

The booking deposit will normally remain non-refundable.

15–30 days before the production date

A refund may be available for amounts paid beyond the booking deposit, less any costs already incurred.

7–14 days before the production date

Refunds may be limited because significant production preparation, staffing and equipment arrangements may already have been made.

Less than 7 days before the production date

Payments may be non-refundable because the production date and resources have been reserved specifically for your project.

5. Cancellation On The Day Or Failure To Attend

If a client fails to attend or is unavailable for a scheduled production without providing adequate notice, the booking may be treated as a cancellation.

In these circumstances, payments may be non-refundable.

This may include circumstances where:

The client does not attend the agreed location;
The client is significantly late;
The client cannot provide access to the venue;
The required participants are unavailable;
The event has been cancelled without notifying us;
The client is unable to proceed with the agreed production.

Where possible, we will attempt to work with you to reschedule rather than simply cancel the booking.

6. Rescheduling

We understand that circumstances can change.

Where possible, Rabbit Wilcox Films may allow a booking to be rescheduled.

Requests to reschedule should be made as early as possible.

A rescheduled date is subject to:

Our availability
Crew availability
Equipment availability
Venue availability
Any additional production costs

Where a new date can be agreed, your existing booking payment may be transferred to the new date.

Generally, we will try to accommodate one reasonable date change where sufficient notice is provided.

Repeated changes or changes made at short notice may result in additional charges or cancellation of the booking.

7. Weather & Outdoor Events

For outdoor productions, weather conditions may affect filming.

Where severe weather creates a genuine safety concern or makes filming impractical, Rabbit Wilcox Films may recommend postponing or rescheduling the production.

We will work with the client to identify a suitable alternative date where possible.

Weather-related rescheduling does not automatically entitle the client to a full refund where an alternative date can reasonably be arranged.

For drone operations, flights may also be affected by:

Strong winds
Rain
Poor visibility
Airspace restrictions
Safety considerations
Legal restrictions
Location restrictions

If drone footage cannot safely or legally be captured, we may provide alternative ground-based footage where practical.

8. Events Cancelled By The Venue Or Third Party

If your event is cancelled by a venue, organiser, performer, supplier or other third party, you should notify us immediately.

Your responsibility for payments will depend on:

The notice provided;
Costs already incurred;
Whether the booking can be rescheduled;
Whether crew and equipment have already been allocated;
The terms agreed for your specific project.

We recommend that clients obtain appropriate event or wedding insurance where appropriate.

9. Cancellation By Rabbit Wilcox Films

In exceptional circumstances, Rabbit Wilcox Films may need to cancel or become unable to fulfil a booking.

Where this occurs, we will make reasonable efforts to:

Notify you as soon as possible;
Offer an alternative date;
Provide a suitable replacement production professional where appropriate; or
Refund amounts paid for services that we are unable to provide.

Our liability will generally be limited to the amount paid for the affected service, subject to applicable law and the terms of the relevant contract.

10. Deliverables & Digital Products

Our services may result in digital deliverables including:

Photographs
Videos
Highlight films
Reels
Podcast episodes
Edited interviews
Corporate videos
Social media content
Music videos
Digital files

Because these are bespoke creative services, they cannot normally be “returned” in the same way as a physical retail product.

Once a bespoke digital service has been completed and delivered, refunds will generally not be available simply because the client changes their mind.

However, if there is a genuine issue with the delivered work, please contact us so that we can investigate and, where appropriate, correct the issue.

11. Editing Revisions

Where revisions are included within your chosen package, you may request reasonable amendments within the agreed revision period.

A revision may include reasonable changes such as:

Removing a particular clip;
Changing the order of scenes;
Correcting minor text;
Adjusting music;
Making agreed editorial changes.

Revisions do not include completely recreating the project or changing the original creative brief after production has been completed.

Additional revisions or significant changes may incur additional charges.

12. Client-Supplied Materials

If you provide Rabbit Wilcox Films with:

Logos
Music
Images
Video footage
Scripts
Brand assets
Documents
Other creative materials

you are responsible for ensuring that you have the necessary rights and permissions to use those materials.

We are not responsible for refunds or delays arising from the client providing materials that cannot legally or technically be used.

13. Physical Products

If Rabbit Wilcox Films sells physical products separately from our creative services, such products may be subject to applicable consumer rights and statutory protections.

Unless otherwise stated, physical products should be returned unused, undamaged and in their original condition where a return is legally applicable.

Personalised or bespoke physical products may not be eligible for cancellation or return where permitted by law.

Nothing in this policy affects your statutory rights.

14. Faulty or Incorrect Deliverables

If you believe your final deliverables contain a technical error or do not match the agreed specification, please contact us as soon as possible.

Examples may include:

Corrupted files
Missing agreed deliverables
Incorrect file format
Significant technical problems
Material errors in the agreed final output

We will review the issue and, where appropriate, provide a corrected file or replacement deliverable.

Please provide sufficient information about the issue to allow us to investigate.

15. Loss or Damage To Client Equipment

If you provide equipment, media or other physical materials for use during a production, you remain responsible for ensuring that they are suitable and appropriately insured.

Rabbit Wilcox Films will take reasonable care of client property while it is in our possession, but we cannot accept responsibility for loss or damage outside our reasonable control.

16. Chargebacks & Payment Disputes

Before initiating a chargeback or payment dispute with your bank or payment provider, please contact Rabbit Wilcox Films so that we can attempt to resolve the issue directly.

Unauthorised or fraudulent chargebacks may be challenged using the booking records, communications and payment information available to us.

This does not affect your statutory rights.

17. Statutory Consumer Rights

Nothing in this policy is intended to remove or restrict any rights you may have under applicable UK consumer protection or data protection legislation.

Where the law provides you with a right to cancel, obtain a refund or receive a remedy, those rights will continue to apply.

For certain services, including services scheduled for a specific date or period, different cancellation rights may apply.

Where applicable, we will provide information about cancellation rights before you complete your purchase.

18. Refund Processing

Where a refund has been approved, we will normally process it using the original payment method where reasonably possible.

Processing times may depend on your bank or payment provider.

Rabbit Wilcox Films is not responsible for delays caused by banks, card providers or third-party payment processors.

19. How To Request A Refund

To request a refund or discuss a cancellation, please contact Rabbit Wilcox Films as soon as possible.

Please include:

Your full name
Booking or order number
Service purchased
Production date
Reason for the request
Any relevant supporting information

Requests should be submitted using the contact details provided on our website.

20. Contact Us

If you have questions about this Refund & Returns Policy or would like to discuss a cancellation, rescheduling request or refund, please contact:

Rabbit Wilcox Films

Film • Photography • Videography • Events • Live Streaming • Content Production

Email: info@rabbitwilcoxfilms.com

Website: www.rabbitwilcoxfilms.com

21. Changes To This Policy

We may update this Refund & Returns Policy from time to time to reflect changes to our services, booking processes, payment systems or legal requirements.

The latest version will always be published on this page.