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Legal

Refunds &
Cancel­lations

Last updated: 28 July 2026 Forms part of our Terms of Service

Creative work is made to order, so this is not a returns policy in the retail sense. There is nothing to send back. What follows is exactly what happens to money you have paid us if a project stops, changes or goes wrong.

The principle behind all of it: you pay for work we have done, and you get back what we have not.

1. Cancelling a project

You can cancel at any time by telling us in writing. Email or WhatsApp is fine. What you get back depends on how far the work has gone:

When you cancelWhat happens
Before work begins
Deposit paid, nothing started		 Full refund of your deposit. No questions, no fee.
After work begins, before first presentation We refund the deposit less the work completed and any third-party costs already committed. We show you what was done.
After first presentation The deposit is retained, as it covers the work up to first presentation. Nothing further is owed and the balance is not charged.
After final delivery and approval No refund, as the work is complete and the files are yours. If something is wrong with it, see section 3.

If we cancel a project (because we cannot deliver, or our circumstances change), you get a full refund of everything paid for work not yet delivered, regardless of stage.

2. What we cannot refund

Some costs leave our hands the moment they are committed, and cannot be recovered once spent on your behalf:

  • Stock footage, music, image and font licences bought for your project.
  • Printing, production and fabrication once sent to press or into production.
  • Venue hire, equipment rental and crew booked for a confirmed shoot date.
  • Paid media and advertising spend already placed.
  • Travel and accommodation already booked and non-refundable.
  • Payment processing fees charged by our provider on the original transaction.

These are always itemised or flagged before we commit to them, so nothing here should be a surprise.

A change of mind about creative direction is not a fault, and is handled through the revision rounds included in your project rather than a refund.

3. If we get it wrong

If a deliverable does not match the scope in your quote, tell us. Our first remedy is always to fix it, at no cost to you, and that is usually what everybody wants.

If we cannot bring it in line with what was agreed, we will refund the portion of the fee covering the deliverable in question. Raise it within 14 days of delivery so we can look at it while the project is fresh.

4. How to request a refund

  1. Email disputes@okatmedia.com or message us on WhatsApp, with your invoice number and what you would like to happen.
  2. We acknowledge within 2 working days.
  3. We come back with a decision and a figure within 5 working days, showing the work completed and the costs committed so you can see how the number was reached.
  4. Approved refunds are issued to the original payment method.

We do not require a reason. Telling us one helps us do better, but it is not a condition.

5. How long a refund takes

MethodTypical time after approval
Mobile money1–3 working days
Card5–10 working days, depending on your bank
Bank transfer2–5 working days

Refunds go back to the method you paid with. We cannot send a card refund to a mobile money wallet, or the reverse. Once we have issued it, the remaining time is with your bank or wallet provider.

6. Delivery timelines

We deliver digital work. There is nothing to ship, and no delivery charge.

  • Your quote states the delivery timeline for your specific project.
  • The clock starts when the deposit clears and the material we listed has been supplied, not when the quote is accepted.
  • Files are delivered through a private link, or a shared drive for large video.
  • Where a project is invoiced with a balance on delivery, review copies are available immediately and full-resolution final files are released when the balance is settled.
  • If we are going to miss a date, you hear it from us before the date, not after.

7. Before you raise a chargeback

If something has gone wrong, please talk to us first. Email disputes@okatmedia.com it is monitored for exactly this. A chargeback takes weeks, freezes the conversation, and costs both of us fees, where a message usually sorts it out the same day.

We answer WhatsApp and email during working hours and we would genuinely rather fix the problem than argue about it. Where a chargeback is raised on a project that was delivered and approved, we will respond to the dispute with the record of the work, the approvals and the delivery.

Who to contact

These policies are operated by OKAT Creative Media Hub, trading as OKAT Media, a business registered in Ghana with the Registrar General's Department under registration number BN851390923.

We answer WhatsApp and email during working hours, Monday to Saturday, 08:00–18:00 GMT.

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