Legal

Refund Policy

Last updated: August 2026

This Refund Policy applies to services and memberships purchased from Crate Creatives LLC, doing business as Cassavona ("Cassavona," "we," "us"). It works together with our Terms of Service. The short version: we'd rather earn your business than argue about it — here is exactly how refunds work.

1Memberships

• 7-day guarantee: A membership is fully refundable within 7 days of purchase, provided it is completely unused. The same 7-day window applies to each annual renewal — if a renewal charges and you have not used the membership since that renewal, request a full refund of the renewal within 7 days.
• "Unused" means no member benefit of any kind has been used — no order placed at member pricing, no included shoot scheduled or delivered, no credit redeemed, and no perk claimed. Once any benefit is used, the membership fee is non-refundable.
• After the 7-day window: Membership fees are non-refundable. You may cancel at any time; cancellation stops the next renewal and your membership runs to the end of the current paid term with all benefits intact.
• A renewal reminder is sent before each annual renewal so you always have the chance to cancel first.

2Shoot deposits

• More than 48 hours before the scheduled shoot: Your 10% deposit transfers in full to your rescheduled or next shoot — or, if you are not rebooking, it is refunded to your original payment method on request.
• Within 48 hours of the scheduled shoot: The deposit is forfeited and does not transfer or refund.
• Weather: Weather-related deferrals of exterior or aerial work (with interiors proceeding) are not cancellations — no deposit is affected.

3Delivered media — the Cassavona Promise

Once media is delivered and licensed, it is not refundable — but it is guaranteed. Report any issue within 12 hours of delivery. If media falls short of our standard due to our error, we reshoot the affected service at no charge; if the reshoot still falls short, the affected service is not billed (the Cassavona Promise). This is our quality remedy, and we stand behind it.

4Services not performed

If a purchased service or add-on is not performed — by our choice or by circumstances on our side — it is removed from your invoice or refunded in full.

5Account credits

Account credits — including co-op advertising credits — are promotional, have no cash value, are not refundable or redeemable for cash, and expire when the related membership ends.

6How refunds are issued

Refunds are issued to the original payment method only, and are processed by our third-party payment processors — including Stripe and the payment provider built into our booking platform. Cassavona never handles or stores your card or bank details. Approved refunds are submitted promptly and typically appear on your statement within 5–10 business days, depending on your bank.

7How to request a refund

Email hello@cassavona.com or call/text (636) 667-3169 with your name and invoice or order number. We respond within one business day.