This policy applies to services booked with COG Studios through an electronic transaction. The signed quotation or production agreement may contain project-specific cancellation terms, but it cannot remove rights that Ugandan law makes mandatory.
1. Consumer cancellation rights
Where Uganda’s Electronic Transactions Act applies, a consumer may cancel an electronic transaction for services within seven days after the agreement is concluded. If payment has already been made, the applicable refund is issued within 30 days after valid cancellation.
The statutory cancellation right may not apply where a personalised service has begun with the consumer’s consent before the seven-day period ends, or where another exception in the Act applies. Before starting early, we will seek a clear written instruction acknowledging that work should begin.
If legally required transaction information was not provided, additional cancellation rights may apply. Nothing in this policy limits those rights.
2. Cancellation before work starts
Contact us in writing as soon as possible. If a statutory cancellation right applies, it will be honoured. Outside that statutory period, the signed quotation or production agreement controls the cancellation charge.
A booking deposit may be applied to documented work already completed, third-party costs already committed with approval, and reasonable loss associated with reserving the date, but only where the agreement and applicable law allow it. Any remaining refundable balance will be itemised.
3. Cancellation after work starts
For custom photography, video, livestreaming, content, documentary, or event-production work that has begun with authority, the client is responsible for completed work and approved non-cancellable costs up to the cancellation date. We will provide a written calculation and return any balance that is due.
A request for a creative change is handled under the agreed revision process. A refund is not automatically due for subjective preference where the deliverables materially match the approved brief. This does not limit remedies for services that fail to meet the contract or a standard required by law.
4. Rescheduling and event dates
Because production dates reserve crew and equipment, rescheduling is subject to availability. Where possible, amounts already paid may be transferred once to a new date after deducting approved, non-recoverable third-party costs. The quotation or agreement will state any notice period, transfer conditions, or price change.
If a venue, platform, permit, weather event, public restriction, or other circumstance outside either party’s reasonable control affects the booking, the parties will first consider a safe revised date or scope. Rights arising from frustration or other applicable law remain unaffected.
5. If COG Studios cannot perform
If we cannot provide the agreed service and no acceptable substitute date, crew, or scope is agreed, we will refund amounts paid for the undelivered portion within 30 days. This does not restrict any additional remedy available under the contract or law.
6. How to request a cancellation or refund
Email info@cog-studios.com with your name, project reference, booking date, reason, amount paid, and preferred contact details. Do not email full card, bank-password, or mobile-money PIN information.
We will acknowledge the request, verify the booking, explain the calculation, and use the original payment route where practical. Bank, card, or mobile-money processing time after we issue a refund is controlled by the relevant payment provider.