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Refunds and cancellation

Last updated: 25 August 2026 · Applies to tourmarquee.com

This policy forms part of our terms of service. It has two halves: the rights the law gives you, and the promises we add on top of them. Where the two differ, whichever is better for you is the one that applies.

1. The short version

  • Credits you have not used are refundable for 30 days. No questions.
  • If the first video we ever deliver to you is not usable, we refund that order in full, even though the work was done.
  • If we deliver more than 48 hours late through our own fault, that video is free.
  • Revisions are unlimited for 30 days, so most problems never become refunds.

2. Your right of withdrawal, if you are an EU consumer

If you are buying as a consumer and you live in the European Union, you have 14 calendar days from the day the contract is concluded, meaning the day your payment for a pack is confirmed, to withdraw from that contract without giving any reason and without paying any penalty. This right comes from Decree-Law 24/2014 of 14 February, which transposes Directive 2011/83/EU.

How to withdraw

Tell us clearly, before the 14 days are up, that you are withdrawing. Email support@tourmarquee.com from the address you used at checkout, or post a letter to the address at the end of this page. You may use the model form in section 7, but you do not have to. It is enough that you send the message before the deadline expires.

What we refund

  • If you have not submitted any brief: we refund the whole amount you paid, within 14 days of receiving your withdrawal, using the same payment method you used.
  • If you asked us to start production during the 14 days: you asked for the service to begin early, which the law allows. We refund what you paid minus a proportionate amount for what had already been supplied when you told us, calculated against the total price of the pack. In practice that means we deduct the credits already spent and refund the rest.
  • Videos already fully delivered: the withdrawal right does not cover a video that has been completely produced and delivered, because you expressly asked us to start and acknowledged, on the brief form, that you would lose the right once it was fully performed. Section 4 still applies to those.

We do not charge any fee for withdrawing, and we do not delay the refund to see whether you are happy first.

3. Unused credits, whoever you are

This one is better than the law requires and applies to businesses too. Credits you have not spent are refundable in full for 30 days after purchase. Write to us from the email address on the order and we return the unused portion to the original card within five business days of confirming it.

After 30 days, unused credits stay in your workspace and never expire, but they are no longer refundable in cash.

4. Videos already delivered

A credit that has produced a delivered video is not normally refundable, because the work is done and the files are yours to keep and use. What we offer instead is unlimited revisions for 30 days: tell us what is wrong and we recut it until it works.

5. The first-order guarantee

This is the exception to section 4, and it applies once per customer. On your very first order with us, if the delivered video is not usable and a revision does not fix it, we refund that order in full even though the work was delivered. Reply to the delivery email and say so. There is no form.

6. If we are late

If we miss the delivery window stated in the terms by more than 48 hours through our own fault, that video is free: we return the credit and we still deliver the video. If a delay makes the video pointless for you, for example you needed it for a date that has passed, you may cancel that order and we refund the credit in cash.

7. Model withdrawal form

You only need this if you want it. Copy it, fill it in and send it to us by email or post.

To Edvânia Costa Fernandes, Rua Frei Carlos 12, 1600-095 Lisbon, Portugal, support@tourmarquee.com:

I hereby give notice that I withdraw from my contract for the provision of the following service:

Ordered on: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Email used at checkout: ____________________

Signature (only if sent on paper): ____________________
Date: ____________________

8. Chargebacks

Please contact us before contacting your bank. A chargeback takes weeks and costs us a fee; an email takes hours and usually ends with your money back anyway. We keep the delivery records and correspondence needed to answer a chargeback, and we will use them where a claim is not genuine.

9. How to reach us and where to complain

Edvânia Costa Fernandes
Rua Frei Carlos 12, 1600-095 Lisbon, Portugal
support@tourmarquee.com
+351 932 644 861

If we cannot agree, you may refer the matter free of charge to Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL) or to Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC), or record a complaint in the Livro de Reclamações Eletrónico. See the contact and complaints page for the full route.