Refund policy

1. Cancellation Definition

A cancellation occurs when you email Clip Collective at hello@clipcollective.com asking to cancel your event. Refund eligibility is determined by the date we receive that request, not the date we reply to it.

You do not have to give a reason, and you do not have to close your account. We ask for an order number and the details in Section 11 only to find your purchase. If you cannot supply one of them, tell us what you do know and we will locate it. A full refund does end your access to the event, as described in Section 2. A partial refund does not.

Who can cancel. The couple can always cancel. If a pass was bought as a gift and has not been redeemed, the person who bought it can cancel it. Once it has been redeemed, the couple cancels it.

2. Refund Eligibility

Before Meaningful Use — Full Refund

Cancellations are eligible for a full refund of the amount paid, no questions asked, at any point before any of the following has occurred:

• five hundred (500) megabytes of photos and videos has been uploaded to your event; or
• you have created a video project.

If you separately purchased a video edited by our team before 8 September 2026, a third threshold applies to that purchase: editing work on it has begun. That threshold is part of what you agreed to when you made that purchase; this Policy does not add it, and no update to this Policy adds a new way to lose a refund on a purchase already made. See Section 14.

Uploads by your guests and other contributors count toward the 500 megabyte total. You do not need to upload the content yourself for this threshold to be reached, and the people you invite can reach it on your behalf. If you want to stop uploads before that happens, email us at hello@clipcollective.com and we will close your event's upload link, and nothing uploaded after we receive your request will count toward the total.

You can see how much has been uploaded to your event at any time in your wedding, and we take reasonable care to report that figure accurately.

How the total is measured. It counts the photos and videos uploaded to your event, as we received them. It does not count captions, comments, or the smaller preview and processed copies our software makes. The total counts what has been uploaded, not what is still stored, so deleting content does not lower it. Deleting content still frees up room in your gallery. It does not reopen a refund window that has already closed.

After Meaningful Use — Generally Nonrefundable

Once any of those events has occurred, the purchase is nonrefundable, except as expressly stated in this Policy, where Clip Collective fails to provide a paid part of the Services as promised, or where a refund or other remedy is required by applicable law.

At that point your event has been used for what it is for: your guests' photos and videos have been collected, stored and hosted, and that hosting continues for the full storage window. A video project you have created stays yours, and stays changeable, for the life of that window.

If Something Goes Wrong on Our End

The thresholds above measure how much of the Services you have used. They are not a reason we would refuse to fix a problem.

If a material part of the Services fails because of something within our control, contact us at hello@clipcollective.com. We will use commercially reasonable efforts to correct the problem, reperform the affected service, extend the applicable service period where appropriate, or provide a partial or full refund for the affected part of the Services where correction is not reasonably possible. Nothing in this Policy limits any remedy that cannot lawfully be limited.

If we discontinue the Services during your storage window, we will tell you, give you a reasonable opportunity to download everything, and refund the part of the price attributable to the unexpired months of your storage window. This applies whatever use your event has had.

What Happens When a Purchase Is Refunded in Full

When a purchase is refunded in full, access to the wedding is removed immediately. Seven (7) days later, the content is permanently removed from active, user-accessible systems and scheduled for deletion from backups in accordance with our ordinary backup-retention cycle, except where retention is required by law or reasonably necessary for a legal claim. See our Privacy Policy for details.

A partial refund does not delete anything. Where we refund part of a purchase, your event, your content, any remaining video project credits and your storage window are unaffected.

Gift Purchases

A Clip Pass purchased as a gift may be refunded to the purchaser at any time before it is redeemed, as described in Section 1. Once redeemed, refund eligibility passes to the couple and is governed by this Section 2.

3. Postponements and Date Changes

Rescheduling Your Event

You may change your wedding date at any time. Everything derived from it moves with it: your events, your storage window, and the period from which your video is assembled. Changing your date does not shorten your storage window and does not affect your refund eligibility under Section 2.

Incorrect Wedding Date Entered

If an incorrect date was entered during signup, it can be corrected at no cost.

4. Guest Participation & Uploads

Clip Collective is not responsible for:

• How many guests upload content
• How much content guests contribute
• The quality of uploaded content
• Whether guests choose to participate

The videos you create are assembled from whatever your guests uploaded within the period that video covers.

5. Unused or Expired Events

Refunds are not available for unused, inactive, or expired events after your storage window has ended. An event that has not reached meaningful use remains refundable under Section 2 while the storage window is open. Once the storage window has ended, a wedding date that passed without uploads or event activity is considered fulfilled through platform access, guest invitations, and hosting for the full storage period.

6. System Outages or Technical Issues

Definition of "Material System Outage"

A material system outage is either of the following:

• a confirmed, platform-wide issue affecting all users for more than 24 consecutive hours, preventing all uploads; or
• a failure of our systems that prevents your guests from uploading for more than two (2) hours during the 48 hours beginning at the start of your wedding day.

The second one exists because the first one cannot describe the failure that would actually cost you your wedding. Short-term interruptions outside the 48-hour period described above, device-specific issues, and guest connectivity issues are not system outages.

Resolution for Material Outages

If a qualifying outage occurs during your storage window, Clip Collective will work with you to determine a fair resolution, which may include:

• Troubleshooting support
• Extending your storage window
• A partial or full refund, case by case

This Section does not limit the remedies described in Section 2 for a material failure of the Services affecting your event, even where that failure does not meet the definition of a Material System Outage.

7. What You Are Buying

Clip Collective is a video editing platform. You upload, or your guests upload, the photos and videos, and our software gives you the tools to turn them into a wedding video: you choose the song, the moments to emphasise, what the video covers, and the length. The software assembles the video to your direction.

We do not make videos for you. Every video produced through the Services is one you create. No Clip Collective employee or contractor edits, reviews or approves it.

Each Clip Pass includes what is stated at checkout:

• Clip Pass — one (1) video project credit, six (6) months of storage
• Clip Pass Plus — three (3) video project credits, twelve (12) months of storage
• Clip Pass Unlimited — unlimited video projects, eighteen (18) months of storage

Video project credits

Applies to Clip Pass and Clip Pass Plus.

A video project credit is the right to create one video project using our editing tools. It is consumed when you confirm a video project, and it buys that project for the life of your storage window.

A credit is not the purchase of a finished video, and it is not a promise that we will produce one for you. You direct the edit and our software does the assembling.

A failed video does not cost you a second credit. If a video fails to complete, you may start it again at no additional cost.

Additional video project credits may be purchased separately at the price stated at checkout.

Unlimited video projects

Applies to Clip Pass Unlimited.

Clip Pass Unlimited has no cap on the number of video projects you create. There is no credit to spend and no number to run out of. Create as many videos as you want from your event, for as long as your storage window is open.

What unlimited covers. Video projects you create for the wedding season covered by your pass, from content uploaded to your events, during your eighteen (18) month storage window, for your own personal use and the use of the people you share them with.

What unlimited does not extend. Unlimited video projects does not mean unlimited storage. Your storage window is eighteen (18) months, it is described in Section 13, and when it ends your ability to create new video projects ends with it.

Where the limits actually are. They are about what the pass is for, not how much you use it:

• One wedding season. A pass covers one wedding season: the wedding it was purchased for and the related events leading up to it that you set up in your account, such as an engagement party, a rehearsal dinner or welcome drinks. It is not a general-purpose editing account and may not be used for another couple's wedding.
• Your account. Do not share your account credentials. Guests are invited to your event; they do not need your login.
• Personal use. Videos you create are yours to keep, post and share, subject to the rights of other people as described in Section 5 of our Terms of Use. Reselling them, or reselling access to the Services, is not included.
• Human use. Creating video projects through automated, scripted or bulk means, rather than by using the product as it is presented, is not included.

If we think a pass is being used outside those limits, we will contact you first and give you a reasonable opportunity to explain or to stop, except where the law or an immediate risk to the Services requires us to act sooner. We do not sell you a quota, and we will not throttle or restrict your account because you have simply made a lot of videos.

One technical safeguard. Our systems stop at fifty (50) video projects for a single wedding, so that an automated fault cannot generate videos without bound. It is a safety rail on our infrastructure, not a limit on what your pass includes. Everything you have already made stays exactly where it is, and if you ever reach it, contact us and a person will raise it for you.

Changing a video you have already created

Changing a video project you have already created is free. On every pass, and however many times you like. This includes removing clips you do not want, correcting which moments the video emphasises, and changing the song. On Clip Pass and Clip Pass Plus it does not consume another credit.

One exception, on every pass. Once you download a video, the song for that project is fixed and cannot be changed. Everything else about the project remains changeable at no cost. Downloading is treated as your confirmation that the music is the music you want. If you want that video with a different song, create a new project.

Music

You supply the music for the videos you create. That is true on every pass. Our Terms of Use set out what you are confirming when you choose a song.

8. When a Video Project Counts as Created

A video project counts as created, and on Clip Pass and Clip Pass Plus a credit is consumed, at the moment you confirm the project. Neither happens by:

• Inviting guests, or by guests uploading content
• Opening or setting up a video project
• Previewing a video before accepting it
• Changing a video project you have already created
• A video that fails to complete, which you may restart without spending another credit

Meaningful use, for the purposes of Section 2, means five hundred (500) megabytes of content uploaded to your event, or a video project created, whichever happens first. For a video edited by our team purchased before 8 September 2026, it also means editing work begun on that video, which is a threshold from that earlier purchase restated here for convenience, as described in Section 14.

Once your event has reached meaningful use, cancellations may no longer be eligible for a full refund.

9. Fraudulent, Duplicate, or Misuse-Based Events

Fraud or Misuse

Clip Collective may refuse, suspend, or revoke service for fraud, unlawful activity, or material misuse of the platform. Nothing in this paragraph eliminates a refund otherwise expressly due under Section 2, unless the refund request itself is fraudulent or applicable law permits the refund to be withheld.

Duplicate Payment Charge

If the same authorised purchase is charged more than once because of a payment or processing error, we will refund the duplicate payment after verification, regardless of meaningful use.

Duplicate Purchase

If you separately purchase more than one pass for the same event by mistake, the unused duplicate purchase is refundable if that duplicate event or entitlement has not reached meaningful use.

Price Basis

All refunds are calculated based on the price actually paid at checkout, including discounted or promotional pricing.

10. Chargebacks

By completing your purchase, you agree to our Terms of Use and Privacy Policy, which appear during checkout and must be acknowledged before payment. This Refund Policy is published on our website and governs refunds for your purchase.

Nothing here affects your rights with your card issuer or bank. You may dispute a charge with them whenever you believe you have grounds, and we will not treat doing so as a breach of these terms. We ask only that you contact us first, because most disputes are a misunderstanding we can resolve in a day. Where a chargeback is raised, we may respond to your card issuer and may refer to this Policy in that response.

A completed chargeback reverses the payment, so it has the same effect on your event as a full refund: access to the wedding is removed immediately, and the content is handled exactly as described in Section 2. Raising a dispute changes nothing on its own — this applies only if the dispute is decided in your favour and the money is actually returned to you.

11. How to Request a Refund or Raise a Concern

To request a refund (when eligible) or raise a service concern, email: hello@clipcollective.com

Include whatever of the following you have. None of it is required, and we will find your purchase from what you can give us:

• Your name
• Event date
• Order number
• The email address associated with your account, or, if you bought a pass as a gift, your own email address and the date of purchase
• Your phone number
• Anything you want us to know about your request

All responses will be provided via email.

12. Policy Updates

Clip Collective may update this Refund Policy at any time. Updated versions will be posted on our website and apply to purchases made after the new effective date.

Section 14 is the exception. It continues to apply to purchases made before 8 September 2026, and no update to this Policy reduces what we owe on a purchase already made.

13. Storage and Deletion

Your Clip Pass includes hosting for a fixed period, stated at checkout. We call this your storage window:

• Clip Pass — six (6) months
• Clip Pass Plus — twelve (12) months
• Clip Pass Unlimited — eighteen (18) months

The period runs from the date of purchase or from your wedding date, whichever is later.

Clip Passes and storage windows do not automatically renew. No recurring charge is made unless an automatic-renewal feature is expressly offered and separately accepted by you at checkout.

We will remind you before your storage window ends. After it ends, you have a further seven (7) days during which you can still download everything. After that final download period, all photos, videos and other content are removed from active, user-accessible systems and scheduled for deletion from backups in accordance with our ordinary backup-retention cycle. Once removed from active systems they cannot be restored to your account.

14. Videos Edited by Our Team (Purchases Before 8 September 2026)

This Section applies only if your purchase included a video edited by the Clip Collective team. Every such purchase was made before 8 September 2026, the effective date of this Policy, and nothing sold on or after that date includes a video made by us.

We are honouring what you bought. If your purchase included a video edited by our team, you get it, whenever your wedding falls. A later wedding date does not affect this, and the change in our product does not affect it either.

What it is. One video, assembled by an editor on our team from the photos and videos your guests contributed to your event.

When we make it. Editing begins forty-eight (48) hours after your wedding date, so that your video is made from what your guests contributed over the day and the two days that follow. We deliver it within ten (10) business days of your wedding date, and we will tell you when it is ready.

If delivery is late. If a delay caused by us prevents delivery within ten (10) business days of your wedding date, we will notify you and complete it as soon as reasonably practicable. If we have not delivered it within a further ten (10) business days after that original deadline, you may cancel it and receive the refund described below. In any event, if delivery has not occurred within sixty (60) days after the original deadline, for any reason including a cause outside our control, you may cancel it and receive that refund. Neither applies to delays caused by information, permissions, or action we reasonably need from you.

Guests can keep uploading, and later uploads may not appear. Your gallery stays open, and everything your guests add is yours to keep. But your editor works from what is there when editing begins, so content added after that point will not usually appear in this video. You can still use it in video projects you create yourself.

Music. We select and license the music for a video our team edits, and we obtain the rights we reasonably believe are necessary for the uses we authorise. Third-party platforms run their own content-identification and moderation systems, so we cannot guarantee that a platform will never flag, mute, restrict or remove a video. If a platform claim appears to result from music we supplied, contact us and we will use commercially reasonable efforts to resolve it or provide a replacement track. You supply your own music for video projects you create yourself.

Changes. It includes one consolidated recut, requested within one (1) month after delivery. A recut means one round of reasonable editing changes to the delivered video, using content that was available to the editor when editing began. Please include all your requested changes in that one request. A recut does not require creating an entirely different video, a different creative concept, or the inclusion of content uploaded after editing began, unless we agree otherwise. Correcting a technical error caused by us does not use up your recut.

Creative judgment. Our editor makes choices about which moments to use and how to arrange them. Those choices are ours to make. Creative style preferences, pacing, or subjective taste differences are not grounds for a refund, and are what your recut is for. This does not apply to material technical errors, failure to follow a specification we expressly agreed, or other objective defects caused by us.

What we make it from. It is made from the photos and videos your guests contributed to your event, however much that turns out to be. Our editors work with what is there and make the best video they can from it. As set out in Section 4, we are not responsible for how many guests upload or how much they contribute, and a smaller amount of content means a shorter video, not a refund.

Once editing has begun. Editing work is a person's time. From that point it is not refundable, except as set out below and in Section 2. That includes where your guests contributed less than you hoped: a smaller amount of content is not a refund reason.

If we do not deliver. If we do not deliver it, or if you cancel it under the late-delivery provision above, we will refund the amount actually paid for it. Your storage window and everything else about your event are unaffected. This covers a failure on our end. It does not apply where your guests contributed little and the video reflects that.

If you would rather have Clip Pass Unlimited

You may swap. If you would prefer unlimited video projects and eighteen (18) months of storage instead of a video edited by our team, contact us at hello@clipcollective.com and we will migrate you at no additional cost, at any time before editing on your video has begun.

The swap is yours to choose and it is one or the other. Migrating to Clip Pass Unlimited replaces the video edited by our team; you cannot receive both. We will confirm the swap in writing before it takes effect, and you do not have to swap. If you do nothing, you get the video you bought.