Delivery & Refunds

The edited episode as a WAV master and an MP3 made from that same master, named to your convention, together with marker points where the order includes them.

Everything in an order is a file. Nothing is sent by post, there is nothing physical to ship, and there is no delivery charge, because there is nothing to deliver in that sense. Files come attached to an email, or on a download link where they are too large to attach.

A link stays live for the period named in the email that carries it. If it lapses before you have the files, tell us and a fresh one is issued free of charge.

The date is in the written quotation and repeated in the order confirmation. It is worked out from your recording rather than from a standard figure, and it runs from the point at which the material, the brief and any payment due up front are all with us.

Where we are waiting on something from you, the date moves by the time we waited, and we tell you the new one.

Where no time has been agreed, a service must be performed within a reasonable time.

Every quotation settles a date before any work is done, so that section is a backstop here rather than the route an order takes.

The files were due and nothing has come.

Three steps, in this order.

• Check the address we have been writing to, and whatever your mail filter has done with it.
• Tell us at business@krokomontage.com, and we send it again, to another address if you would rather.
• If it still has not reached you, set us a further reasonable period in writing. Where that passes as well, you may ask for a reduction in the price under section 56 of the Consumer Rights Act 2015, and where the failure is serious you may end the contract and have back everything paid for what was not supplied.

Prices are in pounds sterling (GBP). The quotation states one total figure, that figure includes any tax due on it, and nothing is added to it afterwards.

Payment is by bank transfer against an invoice, by card, or through PayPal, on the secure payment link the invoice carries. This website takes no payments and has no checkout: card details are entered on the payment provider's own page, are handled by that provider, and never reach us.

If you ordered as a consumer, you have 14 days from the day the contract was made to cancel, without giving a reason. The contract is made when we send the order confirmation, so that is the day the period runs from.

Two things are worth knowing before the statutory wording below.

• If you ask us to start inside those 14 days, you keep the right to cancel. What changes is that you pay a proportionate amount for the work done up to the moment you tell us.
• If you ask for files to be handed over straight away and give the consent described further down, the right to cancel stops applying to those files once handover has begun.

Nothing else takes the right away. We never ask anybody to give it up as a condition of ordering, and a term that tried to would not bind you anyway.

Sometimes an episode is wanted before the 14 days are up. The regulations allow for that, and they allow for it in one particular way rather than by agreement in general terms.

The right to cancel is lost for digital content supplied within the cancellation period only where the consumer has given express prior consent to supply beginning, has acknowledged that the right will be lost, and has been given confirmation of that consent and that acknowledgement by the trader on a durable medium.

I am cancelling this contract.

That is all it takes, as long as it reaches us before the 14 days are up and it is a clear statement rather than a hint. There is nothing to fill in and no process to go through. The form below may be used and is not obligatory.

Write to business@krokomontage.com, or to Kroko Montage Limited at 167-169 Great Portland Street, London, England, W1W 5PF. We acknowledge a cancellation in writing on the day we see it, so you have a record that it arrived.

Within 14 days of us being told you are cancelling, by the same means you paid by, unless you have expressly agreed to another. You are charged no fee for the refund itself, and there is no restocking charge, no administration charge and no deduction for having opened a file.

Two deductions can arise, and only these two.

• Where you asked us to start inside the 14 days and then cancelled, you pay a proportionate amount for the work done up to the moment you told us.
• Where you gave the consent described above and files had already been handed over, the right to cancel no longer applies to those files, so what comes back is whatever was paid for work not yet done.

There is no universal no-refund rule on this site, and there could not be: a term that took away a statutory right would not bind you.

This is separate from changing your mind. It has nothing to do with the 14 days, and it survives every consent described above.

A service must be carried out with reasonable care and skill. Digital content must be of satisfactory quality, fit for a purpose made known to the trader, and as described.

The editing was not done properly

We do it again, at no charge. Where that is impossible, or is not done within a reasonable time and without significant inconvenience to you, you can require a reduction in the price, which may be the whole of it.

The files are faulty or not as described

We repair or replace them at no charge. Where that cannot be done, or is not done within a reasonable time, you can require a reduction in the price or, where the failure is serious, a refund.

Our work damaged something of yours

Where digital content we supplied damages your device or other content, and we did not use reasonable care and skill, we repair the damage or compensate you for it.

None of the above is limited by anything on the Terms of Service page, and we do not ask anybody to give any of it up.

Write to business@krokomontage.com and say what has gone wrong. We acknowledge it, look into it and answer in writing, and if it is our mistake we put it right at our own cost.

Postal address for anything that has to be served formally: Kroko Montage Limited, 167-169 Great Portland Street, London, England, W1W 5PF.