The grounds for rejecting a delivery, how it is reviewed, and when a refund is made.
Last updated October 17, 2026
This policy applies to every Order placed through the Platform and forms part of the Terms of Service.
Where a Delivery is rejected and the review committee determines that it did not meet the published standard of the Tier ordered, the Client receives a full refund of the amount paid. No administration fee, partial credit or credit note is applied in place of a refund.
For an Order paid for with a pack, the amount paid is the pack's price per Order, and that is the amount refunded.
Three refunds are made without a review. The automatic refund of an Order not delivered within its chosen delivery time returns the full amount paid. The refund of an Order cancelled because usable Source Material could not be provided returns the full amount paid. The first-video refund described in the Terms of Service returns the amount paid, less any payment processing fee stated when you choose it.
Where a Client chooses a first-video redo, the redo takes the place of the first-video refund. The redone Delivery may still be rejected under clause 2.
A Delivery may be rejected on the ground that it does not meet the published standard of the Tier ordered.
A Delivery may not be rejected on the ground of personal preference where the published standard has been met, nor by reference to requirements that were not included in the brief.
Rejections are submitted through the Order in your account and must state the respects in which the Delivery is said to fall short of the Tier standard. Specific and identifiable objections can be assessed; general expressions of dissatisfaction cannot.
A rejection must be submitted within the download period for the Order. Once an Order has closed it may no longer be rejected.
Rejections are assessed by a review committee comprising Vercity reviewers who did not perform the work and whose remuneration does not depend on the outcome.
The committee assesses the Delivery against the published standard for the Tier ordered.
Where the committee determines that the Delivery did not meet the Tier standard, the Client receives a full refund.
Where the committee determines that the Delivery met the Tier standard, the Order stands and the work remains the Client's property.
Reasons are given in either case. The committee's determination is final, subject to the appeal route in clause 9.
A refund does not confer any right to retain, use or publish the rejected work.
We aim to determine a rejection within three working days of its submission.
Refunds are made by the method used for payment, and we aim to send each one within one working day of it being recorded. Your Order shows when the refund was recorded and when it was sent. The time taken for funds to reach you after that depends on the payment provider.
An Order may be cancelled without charge at any time before work has commenced, and the Client receives a full refund.
Once the assigned Talent has accepted the Order and commenced work, cancellation is considered on the facts of the individual case. Please contact us.
A pack that has not been paid for may be cancelled at any time without charge. Orders in a paid pack that have not been used are refunded on request at the pack's price per Order, and the pack then closes.
A Delivery that met the published Tier standard but did not accord with the Client's preference.
Delay in Delivery attributable to late provision of Source Material by the Client, or to Source Material that could not be used until the Client replaced it.
Changes requested after Delivery that go beyond the original brief.
Application and review fees, which are consideration for reviewer time already expended.
Where you consider that a determination was incorrect, you may write to appeals@vercity.online quoting the Order number. The matter will be reviewed by a person.
Questions about any of this? hello@vercity.online