Refund and Returns Policy

Last Updated: 26th August 2026

At Twinkmark, we strive to deliver high-quality visual production services and ensure client satisfaction. This Refund and Returns Policy explains how cancellations, refunds, and revisions are handled for services purchased through our website.

As Twinkmark provides customised, service-based creative work, refund eligibility may depend on the nature of the service, the stage of the project, and the amount of work already completed.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer protection laws.

1. Service-Based Policy

Twinkmark provides professional creative services, including:

• Video Production
• Photography
• Promotional & Marketing Videos
• Motion Graphics & Animation
• Social Media Image Design
• Photo Editing & Retouching
• Other visual content creation services

Because these services are customised to each Client’s requirements, they cannot generally be returned in the same way as physical goods.

Refunds and cancellations are therefore considered based on the project stage and the work already completed.

2. Refund Eligibility

Clients may be eligible for a full or partial refund in circumstances including:

• The project has not yet started.
• The Client cancels the project before work begins.
• Twinkmark is unable to provide the agreed service.
• Twinkmark materially fails to provide the service as agreed and cannot reasonably correct the issue.
• A refund is otherwise required under applicable UK consumer protection law.

Where a project has already started, any refund may be reduced to account for work already completed, reasonable expenses incurred, or other costs associated with the project, subject to applicable law.

3. Cancellation Within 24 Hours

Where applicable, Clients may request cancellation within 24 hours of placing an order, provided that substantial project work has not already commenced.

If work has already begun within this period, Twinkmark may deduct reasonable charges for work already completed and costs already incurred, subject to applicable UK law.

4. Non-Refundable Situations

A refund may not be available where:

• The project has been completed and delivered in accordance with the agreed requirements.
• The Client has approved the final work.
• The Client requests cancellation after substantial work has been completed.
• Delays or additional costs are caused by the Client, including late responses or failure to provide required materials.
• The Client changes their mind after work has already commenced, subject to any statutory cancellation rights that may apply.
• The Client requests changes outside the originally agreed project scope.

This section does not affect any mandatory statutory rights available to consumers under UK law.

5. Revisions and Corrections

Most Twinkmark service packages include a specified number of revisions.

If the delivered work does not reasonably conform to the agreed project requirements, the Client should contact us and request appropriate corrections or revisions.

Where the requested changes are within the agreed revision allowance, they will normally be completed without additional charges.

Additional revisions or changes that go beyond the agreed project scope may incur additional charges.

6. Digital Services and Delivered Materials

Twinkmark primarily provides digital creative services and digital deliverables.

Physical returns are therefore generally not applicable.

Final deliverables may include digital video files, photographs, graphics, edited images, or other digital content, depending on the service purchased.

Where applicable UK consumer law provides specific rights relating to digital content or digital services, those rights will apply.

7. Refund Processing

If a refund is approved, Twinkmark will normally issue the refund using the original payment method.

Refund processing times may vary depending on the payment provider or financial institution.

We will aim to process approved refunds as soon as reasonably practicable.

8. Project Cancellation

Clients may request cancellation by contacting Twinkmark as soon as possible.

If cancellation occurs before work begins, the Client may be eligible for a full refund, subject to any agreed terms or costs already incurred.

If work has already commenced, Twinkmark may charge for work completed and reasonable costs incurred before the cancellation, subject to applicable UK consumer protection laws.

9. Consumer Cancellation Rights

If you are a consumer, you may have a statutory right to cancel certain contracts for services entered into online or at a distance.

However, the right to cancel 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, your statutory cancellation rights may also be affected to the extent permitted by law.

Twinkmark will provide any legally required information regarding cancellation rights where applicable.

10. Faulty or Unsatisfactory Services

If you believe that a service has not been provided with reasonable care and skill, does not conform to the agreed requirements, or otherwise fails to meet applicable legal standards, please contact us promptly.

We will review the issue and, where appropriate, may offer a correction, re-performance of the service, price reduction, or refund in accordance with applicable UK law.

11. Contact Us

If you have any questions about this Refund and Returns Policy or would like to request a cancellation or refund, please contact us:

Twinkmark Ltd

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

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