Every gate records who accepted what, against which version. A refund question is answered against that record rather than against recollection.
01
What this policy covers
This policy describes how Tosheo approaches refunds for paid production engagements - pilot arcs, season batches, language tracks, campaign pilots and master-production packages.
It does not replace the production agreement signed for a specific engagement. Where this page and a signed agreement differ, the agreement governs. Nothing here is legal advice.
02
Acceptance criteria come first
The greenlight brief names the deliverables, the format, the language tracks, the delivery specification and the people accountable for accepting each. That document is the standard a production is measured against.
Work that meets the agreed acceptance criteria has been delivered, whether or not it performs with an audience. Tosheo does not guarantee viewership, completion, conversion or campaign performance, and a production cannot be refunded on that basis.
- Storyboard and cost authorizationCreative approver and budget holderBlocks: Full-quality rendering, and therefore most of the spend
- Primary master reviewCreative approverBlocks: Derivation of platform versions
- Final delivery acceptanceDelivery approverBlocks: Handover of the package
03
What is and is not refundable
- Work not started, less any costs already incurred and disclosed
- A deliverable that does not meet the agreed acceptance criteria and cannot be repaired
- Amounts charged in error
- A track or variant we are unable to produce, where it was a priced unit
- An accepted deliverable that did not perform with an audience
- Approved rendering costs already incurred against an authorized ceiling
- Planning, review and reviewer time already performed
- Rights, music, talent or territory costs passed through to third parties
- A change of mind after a gate was approved
Provider failures and retries are a Tosheo cost and are not charged to you, so they do not arise as a refund question. A repair needed because a generation came back unusable is likewise our cost.
04
How to raise one
- 01Write to [email protected]
Name the production, the deliverable, and which acceptance criterion you believe was not met.
- 02We check it against the record
The brief, the gate approvals, the versions and the delivery manifest. Every approval carries a name, a role and a timestamp.
- 03Repair first where a repair is possible
Targeted repair at the smallest useful unit is usually faster and better for both sides than unwinding an engagement.
- 04We respond in writing
With a decision and the reasoning, within a reasonable period of receiving the request.
05
Questions people ask
Can I get a refund if the pilot arc does not find an audience?
No. A pilot arc that meets its acceptance criteria has been delivered. The retention gate exists precisely so that not finding an audience costs five episodes rather than a season, and that bounded cost is the protection rather than a refund.
What if I do not accept the final cut?
Then the final delivery gate does not close, and we work the issue - usually as targeted repair at shot level. A deliverable that genuinely cannot be brought to the agreed criteria is the case this policy is for.
Are approved rendering costs refundable?
Generally not, once incurred against an authorized ceiling. That is why cost authorization is a separate, explicit decision from creative approval, and why the estimate and the maximum are both shown before anything is dispatched.
What about third-party costs?
Rights, music, talent and territory costs are passed through transparently and are typically not recoverable once committed to the third party. They are itemised rather than folded into a package price for exactly this reason.
Who do I contact?
[email protected]. Applications and enquiries live in email rather than a database, and a refund request is handled by a person reading the production record.