Refunds and the on-time guarantee

You can cancel any order from your project page before it is assigned to an editor and get a full refund, no questions asked.

Orders waiting on footage, waiting on a quote, or sitting in the assignment queue all fall into this window.

Once an editor is working, refunds are assessed against the work already completed. In practice that usually means a partial refund or a credit toward a different package.

If we cannot produce a usable edit from the material you supplied — and a reshoot is not something you want to do — we refund you in full, including any add-ons.

Every package includes one revision round: a single consolidated set of notes on the delivered cut, submitted from your project page. Use it first — most creative concerns are fixed here.

If the delivered cut ignores your brief, that is our error and it is corrected at no cost, and it does not consume your revision round.

Changing the concept, the offer, or the footage after the brief was submitted is new work rather than a revision, and is quoted to you before anything is charged.

Every paid project gets a promised delivery time before it is routed to an editor, shown on your project page. The clock starts when payment is confirmed and usable footage has been received.

If we deliver your first cut after that time for reasons within our control, your next ad is on us: the full value of the late order is credited to your account and applied automatically to your next project.

The clock pauses when we are waiting on you — missing footage, unanswered questions, or a reshoot after a failed Preflight check.

The guarantee covers our delivery time only. It is not a guarantee of ad performance or platform approval.

A booked shoot day can be cancelled or rescheduled free of charge up to 48 hours before the confirmed start time.

Inside 48 hours, the videographer's day is already committed: 50% of the shoot fee is retained, and the remainder is refunded or held as credit toward a rescheduled date.

If weather or an access problem outside your control prevents the shoot, we reschedule at no cost.

Extra ads and bundles bought against a cancelled shoot are refunded in full.

The $49 Footage Audit is refundable until a reviewer opens your footage. After that the work has been done and it is not refundable — but the full $49 is credited against any package you buy within 30 days.

Email hello@getadrescue.com from the address on your account with your order reference, or use the message thread on the project page. We respond within two business days.

Approved refunds return to the original payment method and typically appear within 5–10 business days depending on your bank.

Please contact us before opening a dispute with your bank — almost every case is resolved faster directly. We keep order timestamps, briefs and delivery records and will supply them if a dispute is raised.