Last Updated: 2025-09-04

At Rebecula, we are committed to maintaining clear, fair, and professional policies regarding cancellations, refunds, deliveries, and service changes. This policy applies to all services, equipment rentals, digital products, and related merchandise, regardless of jurisdiction.

1. Cooling-Off Period
Services (including production, 360° video, modelling, and project management) are not eligible for a cooling-off period once work has commenced.Equipment rentals and merchandise (physical goods) may be cancelled within fourteen (14) days of delivery, provided the items are unused, in their original packaging, and suitable for resale.Digital products (such as 3D models, video files, or other deliverables) are not eligible for a refund once they have been delivered or accessed, unless they are defective or not as described.

2. Services (Production, Modelling, Project Management)
If you need to cancel a booked service before work begins, you may do so by providing at least five (5) business days’ notice. In such cases, you will receive a full refund or a credit towards future services.
Where work has already commenced, you will be billed for all work completed up to the date of cancellation at the standard rate. Any unused portion of the service may, at Rebecula’s discretion, be refunded or credited.
Rescheduling of services is possible, subject to sufficient notice, availability, and any applicable administrative fees.

3. Equipment Rentals
Equipment will be made available for pickup or delivery at the time and location confirmed in your booking. Delivery or collection outside of regular business hours may incur an additional charge.
If you cancel your rental at least forty-eight (48) hours prior to the agreed pickup or delivery time, you will receive a full refund. Cancellations made after this time, or failure to collect the equipment (“no-show”), may be charged in full.
In the unlikely event that equipment is unavailable due to unforeseen issues (such as technical faults or a prior late return), Rebecula will either provide substitute equipment of equal or greater value, reschedule your booking, or issue a full refund. If Rebecula must cancel a rental for any reason, you will receive a full refund or an alternative booking at no additional cost.

4. Merchandise (Physical Goods)
Unless otherwise stated at the time of order, merchandise purchased online is shipped within five to seven (5–7) business days of order confirmation. Delivery times may vary depending on your location and the shipping provider. Rebecula is not responsible for delays caused by third-party carriers, customs processes, or events beyond our control, but we will notify you promptly if we become aware of any such delays.
Shipping costs are displayed at checkout and are payable by the customer, unless expressly included in the product price or covered by a promotional offer. If merchandise is returned in accordance with this policy, Rebecula will refund the original product price together with the standard shipping cost paid at the time of purchase. Please note that any additional charges for express or premium shipping services are non-refundable.
You may return merchandise within fourteen (14) days of delivery, provided it is unused, in original packaging, and suitable for resale. Return shipping costs are the responsibility of the customer unless the item was defective or incorrectly supplied. Merchandise purchased in person at an event or venue is generally non-refundable unless faulty or not as described.

5. Digital Products and Deliverables
Digital products will ordinarily be delivered electronically within the timeframe specified in your order confirmation. If delivery is delayed due to technical issues, Rebecula will notify you and either provide a new delivery timeframe, issue a replacement file, or, where delivery cannot be completed, issue a refund.
Refunds are not available once digital products have been delivered or accessed. If you cancel prior to delivery, you will be entitled to a full refund. If the product is faulty, corrupted, or not as described, you are entitled to a correction, replacement, or refund.

6. Refund Process
All refunds are issued to the original payment method wherever possible. If this is not feasible (for example, where a card has expired or an account has been closed), Rebecula will arrange an alternative method with you directly.
Refunds are normally processed within fourteen (14) days of confirmation of eligibility. Please be aware that your payment provider or bank may require additional time to release the funds to your account.
No processing fees will be deducted for refunds arising from cancellations by Rebecula or in cases of defective or misdescribed goods. For voluntary cancellations initiated by you, any non-recoverable payment processing charges (such as card transaction fees) may be deducted, but you will be notified before this occurs.
If you have purchased a package or bundle, and part of it is cancelled, the refund will be calculated based on the standard (non-discounted) rate of the goods or services already delivered or used.

7. Force Majeure and Extenuating Circumstances
If extraordinary circumstances outside your control—such as a natural disaster, shipping disruption, serious illness, or other force majeure events—prevent you from using your booking or receiving goods, please contact us as soon as possible. While not guaranteed, Rebecula may, at its discretion, offer rescheduling, a credit, or a partial refund.