REFUND & SATISFACTION POLICY
Standard Studio SLA • Momentia Concierge Services
100% Staging Satisfaction Guarantee
If any chapter marker, audio sync, or poster art fails to meet your studio's standards, our concierges will revise and re-stage the premiere until it is flawless at zero additional cost.
72-Hour Turnaround Commitment
We commit to having the private premiere live within 72 hours of receiving your final media files. If we exceed this window without prior studio approval, a 50% credit is applied to that wedding.
Free TV Pairing Card Replacements
If a couple misplaces their gold-embossed TV pairing card or box during a move, we will ship a replacement pairing card anywhere globally free of charge.
1. Studio Partner Credit & Cancellation
Partner studios purchase staging tokens either per-wedding or in annual volume blocks. Unused staging credits never expire and carry over indefinitely into future seasons. If a booked wedding is cancelled by the couple prior to media upload, the staging credit is automatically retained for your studio's next project.
2. Full Refund Prior to Ingest
Couples or studios requesting a full cancellation prior to file processing and server ingestion will receive a 100% refund to the original payment method within 5 business days.
3. Post-Delivery Disputes & Technical Support
Because each premiere involves bespoke cloud infrastructure and custom transcode pipelines, refunds after the site is published and accepted are evaluated on a case-by-case basis. If any unexpected technical incompatibility occurs with the couple's Smart TV hardware, our engineering team provides white-glove setup assistance or issues an appropriate credit.