Return Policy

Guaranteed satisfaction policy

Our services are customized digital products. Under Article 16(m) of EU Directive 2011/83, customized digital products are exempt from the 14-day withdrawal right. Even so, we apply our own satisfaction policy that goes beyond the minimum legal obligations.

Our satisfaction guarantee

• If the final deliverable does not meet the specifications of the approved brief, we refund 100% of the amount paid - no additional questions asked.
• The refund request must be sent in writing to hello@thisisnamia.com within 72h (3 days) of confirmation that the final deliverable was received.
• Delivery is considered confirmed when the delivery email is sent; if the client does not confirm receipt within 24h, delivery is considered received.
• The refund is processed within 5-7 business days through the same payment channel, with no administrative fees.

What is not covered

• Script changes requested by you AFTER production starts.
• Subjective preferences not specified in the initial brief.
• Dissatisfaction related to the commercial performance of the material (conversion rate, reach, etc.).
• Projects where the client approved the draft and used the material.

Order cancellation

• Before production starts: 100% refund of the advance, with no penalties.
• After production starts, before draft delivery: 50% refund of the advance.
• After draft delivery: the advance is not refunded - production has already been completed.

Cancelling a video package

• Packages (Pack 20, Pack 40, Pack 60) are paid in advance and you can cancel them at any time.
• From the amount paid we deduct the videos already delivered or in production, at their individual price shown on the site on the order date. Example: with Pack 20 (€579), if you used 2 Story and 2 Short videos, we deduct 2 × €19 + 2 × €39 = €116 and refund €463.
• If the value of the videos used exceeds the package price, nothing is refunded and you pay nothing extra.
• Refunds are made within 5–7 business days of a request sent to hello@thisisnamia.com, through the same payment method.