Placing an Order
After deciding upon the specifics of the project you would like us to create for you, we will advise you of our fee. After receiving the quote, and agreeing with the cost, you will then need to download and fill out our questionnaires here and here to provide us with more details about your company and the information you want included in the video.
Once you have sent us a deposit for the project, we will ask you to make sure that we have discussed everything you want included in your explainer video.
Changing or Cancelling an Order
If you wish to change or cancel an order, please contact our team via email, or call us any time between 8am and 6pm GMT+7, Monday through Friday. We will make changes according to your specifications if possible and within the terms we had discussed prior to your project’s start.
Please note that an order cannot be cancelled once you receive an initial draft and have requested a revision.
For projects that are handled from a third party website, all payment processes are subject to that third party’s respective terms and conditions.
A deposit is required for all projects above $500.
For explainer videos that cost less than $500, you will be asked to pay in full before we begin the project.
We are not providing source files for video projects for any packages as we need to protect some of our proprietary assets as well as some techniques, which remain our trade secrets. Some of the assets used are, including but not limited to sound effects, music, background illustrations, and any other illustrations which remain in our common library.
If you absolutely need the source files, please contact your account manager for more information.
Refund Procedure and Policy
Refunds are available only when we are still working on the script and before 30 days have elapsed from the date of the deposit. After 30 days or more have passed, the initial deposit becomes a company credit, which must be used within 90 days from the date of the contract.
The script is, of course, an important part of your explainer video, and we may work with one of our in-house script writers, or hire an outside script writer, depending on the package you’ve chosen.
We will start working on your explainer video’s script once we have received enough information from you. If we think we don’t have sufficient information, we will contact you and ask you to provide us with more complete data.
Once you receive an initial draft of the script, you may ask for a refund at this point, and only at this point. If you ask for a revision of the initial draft, it signifies that you already accepted the story, and will move forward with our service. We will gladly make revisions until you are satisfied (within the limits of the package that you choose).
After we have moved forward with the storyboard, it is no longer possible for us to refund the deposit for the project.
Your refund will not include, however our $75.00 administration fee. When the original price or the total order value is less than $75.00, there cannot be a refund. To ask for a refund, please contact us via email, or call us any time between 8am and 6pm GMT+7, Monday through Friday.
If you do not have a PayPal account it is still easy to do business with us, for we will send you an invoice through PayPal. You can then use your credit card to pay through PayPal, who will then process the payment and submit it to our Explainerd account.
If you would like a refund you need make that request to us via email or other written communication. We will then submit that request to PayPal and they will push the payment to your credit or debit card.
Glossary of PayPal’s Terms
* We, as the vendor, “can issue a full or partial refund for up to 30 days after payment was sent.”
** “If you paid with your debit or credit card, our payment is refunded to your debit card or credit card. It may take up to 30 days for the refund to appear on your card statement.”
*** “If you paid with your bank account of PayPal balance, your payment is refunded to your PayPal account.”