Returns & Cancellations Policy

The services provided by CasaViva Studio consist of creating cinematic audiovisual content custom-made for a specific property, based on the photographs and specifications provided by each client. It is, therefore, a personalised service made to the consumer's specifications.

Spanish consumer law (Royal Legislative Decree 1/2007, of 16 November) generally grants consumers a 14-calendar-day right of withdrawal in distance contracts. However, that law expressly provides for exceptions to this right that apply to our services.

In accordance with Article 103 of Royal Legislative Decree 1/2007, the right of withdrawal does not apply, among others, to the following cases, which are present in CasaViva Studio's services:

• Article 103(c): contracts for the supply of goods or services made to the consumer's specifications, or clearly personalised — as is the case of a cinematic video created specifically for a particular property from material provided by the client.
• Article 103(a): service contracts whose performance has been fully completed, where performance began with the consumer's prior express consent and acknowledgement that they would lose their right of withdrawal once the contract had been fully performed.
• Article 103(m): contracts for the supply of digital content not supplied on a tangible medium, where performance began with the consumer's prior express consent, with the consumer's acknowledgement that they thereby lose their right of withdrawal.

Regardless of the fact that the legal right of withdrawal does not apply once work has begun, CasaViva Studio voluntarily applies the following cancellation policy, aimed at offering reasonable terms to its clients:

• Cancellation before creative work begins (i.e., before the photographs provided start being processed): the client is entitled to a full refund of any amount paid in advance.
• Cancellation once the creative process has begun (image treatment, animation or editing in progress): as no legal right of withdrawal applies in this case, CasaViva Studio may, at its discretion and taking into account how far the project has progressed, offer a partial refund proportional to the work remaining, or offer no refund where the work is substantially complete.
• Cancellation after delivery of the final video: once the contracted digital content has been delivered, no refund of the amount paid will be issued, as the service and digital content have already been fully performed.

The above does not affect the client's right to request correction of technical defects or objective non-compliance with the scope agreed in the quote (for example, technical errors in the delivered video or a clear failure to meet specifications agreed in writing), which will be handled through the included revisions described in our Terms & Conditions of Service, independently of the withdrawal rules described here.

To request the cancellation of a project, the client must email hola@casaviva.studio indicating the relevant project and the reason for cancellation. CasaViva Studio will confirm receipt of the request in writing and, where applicable, the financial terms applicable under this policy.

This policy is based, among others, on the following provisions: Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users (in particular, Articles 71 and 102 to 108), and other Spanish consumer protection regulations applicable to the distance contracting of digital services.