This Refund and Cancellation Policy applies to services booked with Voro Ventures Private Limited ("Voro") under the brand Voro Films. It forms part of our Terms of Use. If your signed quote or agreement contains different cancellation terms, those terms apply.
1. Cancellation by the client
Cancellations must be sent in writing to hello@vorohq.com with a copy to accounts@vorohq.com. The time of cancellation is the time we receive your email.
| When you cancel | What happens to the booking advance |
|---|---|
| More than 15 days before the shoot date | Refund of the advance, less 10% of the advance towards administration and pre-production, and less any non-refundable third-party costs already incurred. |
| 7 to 15 days before the shoot date | 50% of the advance is retained; the balance is refunded, less non-refundable third-party costs. |
| Less than 7 days before the shoot date, or no-show | The full advance is retained. |
| After the shoot has taken place | Shoot fees are not refundable. Post-production may be stopped, and you pay for work completed up to that point. |
Non-refundable third-party costs include travel tickets, accommodation, location and permit fees, studio and equipment rentals, talent fees and licensed music or stock purchased for your project, to the extent they cannot be recovered by us.
Where substantial pre-production work (such as scripting, storyboarding or casting) has been completed before cancellation, a charge proportionate to the work done may apply in place of, or in addition to, the 10% administration charge, up to the amount of the advance.
2. Rescheduling
- You may reschedule once without charge if you tell us at least 7 days before the shoot date, provided the new date is within 90 days and we have availability.
- Rescheduling requests made less than 7 days before the shoot date may attract a rescheduling fee of up to 25% of the advance, plus non-refundable third-party costs.
- If a rescheduled shoot is later cancelled, cancellation charges are calculated from the original shoot date.
3. Weather, drone and safety-related changes
- If an outdoor or drone shoot cannot proceed safely because of rain, high winds, poor visibility or similar conditions, we will reschedule at no extra charge.
- If a drone flight cannot proceed because required airspace permission is refused or not granted in time, or the site is found to be in a restricted zone, the drone component will be rescheduled or, at your choice, refunded in full. The rest of the shoot proceeds as booked.
- If a shoot affected by weather cannot be rescheduled within 60 days, the affected component will be refunded, less non-refundable third-party costs.
4. Event cancellation and force majeure
If your event is cancelled or postponed due to a force majeure event (as described in our Terms of Use), we will hold your advance as a credit for a new date within 6 months, less non-refundable third-party costs. If no new date is fixed within that period, we will refund the remaining credit.
5. Cancellation by Voro
If we have to cancel a confirmed booking for reasons within our control, you may choose either a full refund of all amounts paid for the cancelled service, or a rescheduled date at no extra cost. We will also try to arrange a suitable replacement crew where possible. Our liability for a cancellation by us is limited to such refund or rescheduling.
6. Retainers and monthly plans
- Monthly retainers have the minimum term stated in the quote (for example, 3 months).
- After the minimum term, either party may end a retainer with 30 days' written notice.
- Fees for the current month are not refundable once the month's shoot has taken place. Unused shoot days or deliverables do not roll over beyond the following month unless agreed.
7. Quality concerns
- Our first remedy for any concern with deliverables is revision within the agreed revision rounds.
- If footage is unusable due to a technical failure on our side, we will re-shoot the affected portion at our cost where reasonably possible, or refund the fee for that portion, as set out in our Terms of Use.
- Refunds are not provided for differences in subjective creative preference once a brief, script, reference or draft has been approved.
8. How refunds are processed
- Send your request to accounts@vorohq.com with the invoice number and the bank details of the paying entity.
- Approved refunds are processed within 7–10 working days to the original payment method or the paying entity's bank account.
- Where a tax invoice has been issued, we will issue a credit note in accordance with GST law. GST and TDS adjustments will follow the applicable tax rules.
- Bank or payment-gateway charges, if any, may be deducted from the refund.
9. Questions and grievances
For questions about this Policy, write to accounts@vorohq.com. If you are not satisfied with our response, contact our Grievance Officer:
Voro Ventures Private Limited
Chamber 281, Western Wing, Tis Hazari Courts, Delhi 110054
Email: grievance@vorohq.com
Hours: Monday to Saturday, 10:00 to 18:00 IST