Guarantee Terms

* On time means: you receive the link to your first preview by 8 pm (Berlin time) on the second business day after production starts with the Pro package (48 hours) and by 8 pm on the third business day with the Clip package (72 hours). Production start is the moment your payment has been received and you have submitted your complete material and your brief – in short: once your material is complete (if we announced a business closure beforehand: when it ends). Business days are Monday to Friday, excluding public holidays in the German state of Brandenburg. The date and time of your deadline are shown on your order page.

We give this guarantee voluntarily and in addition to your statutory rights. It does not limit those rights.

1. Guarantor

Motion ToGo UG (haftungsbeschränkt), Drebkauer Straße 5d, 03226 Vetschau/Spreewald

2. What we guarantee

You receive the link to your first preview no later than the deadline we confirmed to you when production started. The deadline is shown as a date and time on your order page and in your production start email.

The guarantee applies to the Clip and Pro packages. For the Studio package we agree dates individually.

3. What you get if we are late

Delay of the first preview	Refund
up to 24 hours	15% of the package price
each further 24 hours started	another 25%
maximum	100% of the package price

Example: Pro package for €590, preview 30 hours late → 15% + 25% = 40% of €590 = €236 back, automatically.

The basis is the amount you actually paid for the package – after discounts, excluding extras. With German VAT this is the final price; with reverse charge and outside the EU it is the net amount (same example: 40% of €495.80 = €198.32).

4. How the refund works

• We refund automatically and send you a message about it. You do not need to apply.
• The refund goes to the payment method you paid with.
• If you paid by invoice, we transfer the amount to the account your payment came from. If the invoice is still open, we reduce the invoice amount accordingly.
• We still owe delivery, of course – you get your video in any case.

5. When the clock pauses

If we send you a question, the clock pauses from the moment the question is sent until you answer. If you answer after 4 pm, the clock resumes on the next business day. You see the new deadline immediately on your order page.

6. When the guarantee does not apply

• Your material is incomplete or unusable and you supply more after production has started.
• You change the brief after production has started.
• A question from us is still open – the clock is then paused (section 5).
• The requested content is unlawful.
• The preview is late because of an outage at one of these providers: data center (Hetzner), language model (Anthropic), voice service (ElevenLabs). We name any such outage with its start and end on your order page.

7. Revisions

The guarantee applies to the first preview. There is no refund scale for revision rounds; we still commit to a firm date for the new preview: by 8 pm on the second business day after your round arrives. A round received after 4 pm counts from the following business day.

8. Cancel free of charge until production starts

Until production starts you can cancel your order at any time free of charge and get your money back in full. After that this delivery guarantee applies, and we fix mistakes we caused free of charge.