Cancellation Policy

Last Updated: 26th August 2026

At Twinkmark, we aim to provide professional and reliable visual production services to all our clients. This Cancellation Policy outlines the terms and conditions for cancelling services booked through our website or directly with our team.

By purchasing or scheduling a service with Twinkmark, you agree to the terms described in this policy. Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable UK consumer protection laws.

1. Service Cancellation by Clients

Clients may request to cancel a service or project by contacting our team through email or another official communication channel.

If a cancellation request is submitted before work on the project has started, the Client may be eligible for a full or partial refund in accordance with our Refund and Returns Policy.

If the project has already started, cancellation may result in charges based on the amount of work completed, resources committed, and reasonable costs incurred up to the cancellation date.

2. 24-Hour Cancellation Window

Clients may request cancellation within 24 hours of placing an order without a cancellation charge, provided that project work has not yet begun.

If work has already commenced during this period, Twinkmark may charge for work already completed and reasonable costs incurred, subject to applicable UK law.

After the 24-hour period, cancellation requests will be assessed based on project progress, work completed, and resources already allocated.

3. Scheduled Photography or Video Sessions

For scheduled services such as video production, photography sessions, commercial shoots, or wedding photography:

  • Cancellations made at least 48 hours before the scheduled session may qualify for rescheduling or a partial refund, depending on the circumstances.
  • Cancellations made less than 48 hours before the scheduled session may be subject to reasonable cancellation charges.

These charges may reflect preparation time, staff arrangements, equipment bookings, travel arrangements, venue commitments, and other reasonable costs associated with the scheduled service.

Any cancellation charges will be subject to applicable UK consumer protection laws.

4. Project-Based Services

For digital services such as motion graphics, video editing, social media design, photo editing, and other creative services:

  • Cancellation requests submitted before work begins may be approved and may qualify for a refund in accordance with our Refund and Returns Policy.
  • If the project is already in progress, fees may apply based on work completed and reasonable costs incurred.
  • Once final deliverables have been approved or delivered, cancellation may no longer be possible, subject to any statutory rights available under UK law.

5. Cancellation by Twinkmark

In exceptional circumstances, Twinkmark may need to cancel or reschedule a service due to unforeseen events, technical problems, staff availability, safety concerns, or other circumstances beyond our reasonable control.

Where Twinkmark cancels a service, we will, where appropriate, offer the Client one of the following options:

  • Rescheduling the service to an alternative available date
  • A full refund of payments made for the cancelled service
  • An alternative service arrangement agreed with the Client

Any refund will be handled in accordance with applicable UK law and our Refund and Returns Policy.

6. Rescheduling

Clients may request to reschedule a scheduled photography or video session by contacting Twinkmark as soon as possible.

Rescheduling is subject to availability and may be subject to additional costs where significant preparation, travel, equipment, venue, or other expenses have already been incurred.

7. Consumer Cancellation Rights

If you are a consumer, you may have statutory cancellation rights under UK consumer protection legislation for certain contracts entered into online or at a distance.

These rights may be affected where you have expressly requested that a service begins before the applicable cancellation period ends.

Where a service has been fully performed following your express request and acknowledgement of the consequences, statutory cancellation rights may be affected to the extent permitted by law.

Nothing in this Cancellation Policy is intended to remove or restrict any statutory rights that cannot legally be excluded or restricted.

8. Refund Eligibility

Refund eligibility arising from a cancellation will be determined in accordance with our Refund and Returns Policy and applicable UK consumer protection legislation.

Where a refund is approved, it will normally be issued using the original payment method. Processing times may vary depending on the payment provider or financial institution.

9. Contact Us

If you need to cancel or reschedule a service, or if you have any questions regarding this Cancellation Policy, please contact us:

Twinkmark Ltd

Email: info@twinkmark.xyz
Phone: +44 7454730285

Address:
27 Old Gloucester Street
London, United Kingdom
WC1N 3AX