Refund Policy

Overview

Refund Terms by Product

The Friction Snapshot

£17 — Automated Website Audit

We want you to find genuine value in your Friction Snapshot report. If you feel it has not delivered useful, actionable insight, you may request a refund within 14 days of purchase.

To request a refund:

• Your request must be made in writing by email to mark@frictionpointvideo.com within 14 days of your purchase date.
• Please include your name, the email address used to purchase, your order date, and your reason for requesting a refund.
• Refund requests are subject to our approval. We review each request individually and reserve the right to decline refund requests where we consider the report to have delivered reasonable value.
• Approved refunds will be processed within 10 working days to the original payment method.

Please note: because the Friction Snapshot is a digital product delivered automatically and immediately, you acknowledge when purchasing that delivery has occurred and that your right to cancel under the Consumer Contracts Regulations is waived upon receipt of the report. Your right to request a refund under this policy remains in place regardless.

The Friction Audit Lite

£97 — Personalised Video Website Audit

The Friction Audit Lite is a personally recorded, bespoke service. Significant time and expertise goes into producing your individual Loom video audit. With that in mind, we offer a 14-day refund window subject to the following conditions.

To request a refund:

• Your request must be made in writing by email to mark@frictionpointvideo.com within 14 days of the date your audit was delivered to your inbox.
• Please include your name, email address, order date, the date your audit was delivered, and your specific reason for requesting a refund.
• Refund requests are subject to our approval. Given the personalised nature of this service, we assess each request carefully. We reserve the right to decline requests where the audit has been viewed and the feedback has been used.
• Approved refunds will be processed within 10 working days to the original payment method.

Free Products

Website Friction Score & Form Page Cheat Sheet — Free

These products are provided free of charge. No payment is taken and therefore no refund policy applies.

The Friction Fix Case Study

£225 — Reduced Rate Case Study Package

The Friction Fix Case Study is offered at a significantly reduced rate in exchange for your commitment to the case study process as agreed in writing at the start of the project. Because this arrangement involves a mutual commitment, refunds are at our sole discretion.

Once a shoot date has been confirmed and preparation has begun, no refund will be issued except in exceptional circumstances. If you wish to cancel before preparation has started, please contact us as soon as possible and we will consider your request.

The Friction Fix

£750 — 3 Video Production Package

Refunds for The Friction Fix are at our sole discretion and depend on the stage of the project at the time of the request.

• Before preparation has started: full refund may be considered upon written request.
• After preparation has started but before the shoot: a partial refund may be considered, deducting preparation time at our standard rate.
• After the shoot has taken place: no refund will be issued for the shoot element of the project. If editing has not commenced, a partial refund for the editing portion may be considered.
• After edited videos have been delivered: no refund will be issued.

Quick-Start Sprint

£2,500 — 1 Shoot Day Production Package

The same stage-based discretionary approach applies as for The Friction Fix above. Any cancellation must be made in writing. Where a shoot date is cancelled with less than 5 working days' notice, we reserve the right to retain a cancellation fee of up to 50% of the project value to cover preparation costs and lost booking time.

Selling 7 Accelerator

£5,000 — 2 Shoot Day Full Package

As above. Given the significant planning, strategy, and preparation involved in the Selling 7 Accelerator, cancellation with less than 10 working days' notice may result in retention of up to 50% of the project value. All cancellation requests must be made in writing.

Friction Partner Retainer

£1,500/month — Monthly Retainer

Monthly retainer payments are non-refundable once a shoot day within that month has been completed or scheduled. If you wish to cancel the retainer, please refer to the cancellation terms in our Terms and Conditions (Section 6). The minimum commitment period is 3 months.

Interactive Video Setup

£497 — One-Off Setup Service

Refunds for the Interactive Video Setup service are at our discretion. Once setup has commenced, no refund will be issued for the work completed. If you are dissatisfied with the setup, please contact us and we will work to resolve any issues before considering a refund.

Interactive Video Hosting

£97/month — Monthly Hosting

Monthly hosting payments are non-refundable. To cancel, you must provide 30 days' written notice as set out in our Terms and Conditions (Section 6). Upon cancellation, your interactive videos will be unpublished from our system at the end of your notice period and will no longer appear where embedded on your website.

How to Request a Refund

Please email: mark@frictionpointvideo.com

Subject line: Refund Request — [Your Name] — [Product Name]

Please include:

• Your full name and the name of your business
• The email address used to purchase
• The product or service you are requesting a refund for
• The date of purchase
• Your reason for requesting a refund

Your Statutory Rights