Returns & Cancellations.

At People Say, we operate a high-velocity production model. Because strategic resources, creator fees, and project management are allocated immediately upon signing, our cancellation policy reflects these fixed commitments.

1. Non-Refundable Deposits & Payments

  • Standard Packages: For clients utilising the 50/50 payment split, the initial 50% deposit is strictly non-refundable. This covers strategy briefing, scriptwriting, and the legal contracting of creators.

  • 100% Upfront Packages: For any package tier purchased 100% upfront (including the UGC ‘Starter’, all fees are strictly non-refundable once the project has been briefed.

  • Subscription Services: All pre-paid subscription fees are strictly non-refundable. If a subscription is terminated mid-cycle per the 30-day notice period, you retain access until the end of the paid term, but no pro-rata refunds will be issued.

2. Cancellation & Progress Fees

  • Pre-Production: If a project is cancelled after signing but before creator sourcing begins, the initial payment (50% deposit or 100% upfront fee) remains with the Agency to cover administrative setup, strategy, and Brand Portal configuration.

  • In-Production: Once creators have been contracted and product has been shipped, the Client is liable for the full contract value. Cancellation at this stage does not waive the requirement to pay any remaining balance, as creator and production costs have already been fully incurred.

3. Satisfaction & Revisions

  • We do not offer refunds based on ‘creative preference’ or ‘vibe’.

  • Your investment is protected by One (1) round of professional revisions per asset to align the content with the original approved brief.

  • Any requests for reshoots or changes to the original strategy constitute Scope Creep and require additional fees.

4. Credit Expiry

  • Unused video credits do not hold cash value and cannot be refunded.

  • Credits must be used within the timeframe specified in your SOW (e.g., 1, 2, or 3 months) or they will expire without refund.

To request a cancellation or discuss a change to your project scope, get in touch.

Email: support@peoplesay.co.uk

Phone: 01603 336781