1. Acceptance of Terms
The customer acknowledges that it is the owner or lawful licensee of the materials supplied.
Please read these Terms carefully. By using our Services, you agree to be bound by these Terms, including the policies referenced in these Terms (such as our Privacy Policy). If you do not agree to these Terms, do not use our Services.
2. Ownership and License
You retain ownership of all Content you submit to Uncut Gems. You affirm, represent, and warrant that you own or have the necessary licenses, rights, consents, and permissions to use and authorize Uncut Gems to use all patent, trademark, trade secret, copyright, or other proprietary rights in and to any and all Content to enable inclusion and use of the Content in the manner contemplated by Uncut Gems and these Terms.
3. Client Confidentiality
We value your privacy. Please review our Privacy Policy to learn more about how we collect and use information about you via the Service. By using the Services, you consent to the transfer of your information to the United States and/or other countries for storage, processing, and use by Uncut Gems, in accordance with our Privacy Policy.
4. Feedback and Communication
For feedback, comments, requests for technical support, and other communications relating to the Services, you should use the comment section on the order itself in our client portal or email us at hello@uncutgems.com.
If you wish to request any adjustments to the work delivered, you must do so within 7 working days from the date of receipt of the order. After this period, Uncut Gems will not be able to accommodate adjustments or issue refunds. Please make sure you review your order promptly upon receiving it and submit any feedback or amendment requests within the given timeframe.
5. Revision Requests
5.1 Definition of Revision: A “revision” refers to any change, modification, or adjustment to the wedding video that has already been edited and presented to the client.
5.2 Number of Free Revisions: The client is entitled to two (2) rounds of revisions at no additional cost.
5.3 Scope of Revisions: Free revisions cover minor edits such as color correction, audio adjustments, and addition or removal of specific clips. Significant restructuring of the video, song changes, addition of content not provided during the initial submission, or requesting changes that deviate drastically from the initial brief may be considered outside the scope of the free revisions and may incur an additional fee. The determination of what constitutes a major change will be at the discretion of the company.
5.5 Submission of Edit Requests: All revision requests must be submitted in writing, either through email or our designated platform.
Requests should be clear, concise, and specific to ensure prompt and accurate edits.
If possible, please provide time-stamped references to indicate where changes are desired in the video.
Revision Turnaround Time: We aim to complete revisions within 5-7 business days from the receipt of the revision request. However, turnaround times may vary depending on the complexity of the edits and our current workload. We will communicate any potential delays in advance.
5.6 Additional Revisions: Should the client require more than three rounds of revisions, an additional fee will be charged for each subsequent round. The amount of this fee will be communicated and agreed upon prior to the commencement of additional edits.
The client will be notified after the third round of revisions that any further requests will be chargeable.
5.7 Final Approval: Once the final round of revisions is complete and the video has been delivered to the client, the client has 7 days to provide final approval or further revision requests.
If no feedback is received within the 7-day period, the video will be considered approved and finalized.
6. Turnaround times
Please be aware that all provided turnaround times are estimations. Due to the personalized nature of the services Uncut Gems offers, there may be instances, particularly in extreme circumstances, where these turnaround times may need to be extended.
Furthermore, between August and November, the turnaround times may vary more than usual. We recommend adding extra days to your expected turnaround time during these months to account for potential fluctuations. Your understanding and patience are greatly appreciated.
It’s important to note that the countdown for the estimated turnaround time commences only after Uncut Gems has received all necessary assets required to complete the job. This includes, but is not limited to, 100% of the footage, songs, text, or any other materials needed. The turnaround time is calculated from the moment we have received all of these assets in full, and not from the point of order placement or partial asset submission. Please ensure that all necessary materials are submitted promptly to avoid any delay in the completion of your project.
7. Order Cancellation
Once an order is placed, you have a 24-hour window to cancel it, although the cancellation within this time period is not guaranteed and is subject to our discretion. After 24 hours have passed, no cancellations will be accepted. Therefore, we encourage you to carefully review your order before submission.
8. Discount Codes
Unless explicitly stated otherwise, all discount codes issued by Uncut Gems are valid for single use only. Any attempt to create additional accounts using different email addresses with the intention of reusing a discount code is strictly prohibited and constitutes a violation of these terms and conditions.
If it is determined that a client has engaged in such activity, Uncut Gems reserves the right to take the following actions:
1. Immediately cancel all work associated with the second order placed using the same discount code.
2. Refuse any refunds for payments made on the order that violated these terms.
Uncut Gems values integrity and fairness in our business practices. We appreciate your cooperation in adhering to these policies to ensure a fair and transparent experience for all our clients.
9. Complaints and Dispute Resolution
We aim to deal with all complaints as effectively as possible. In the first instance, your initial communication will be with our Customer Service team who will listen to your complaint and where possible, aim to resolve the complaint. If you are not satisfied with the solution, you can escalate your complaint by contacting us at hello@uncutgems.com.
10. Limitation of Liability
In no event will Uncut Gems, its affiliates or their licensors, service providers, employees, agents, officers or directors be liable for damages of any kind, under any legal theory, arising out of or in connection with your use, or inability to use, our services, any content on our services or such other websites or any services or items obtained through our services or such other websites.
11. Indemnification
You agree to defend, indemnify, and hold harmless Uncut Gems, its parent corporation, officers, directors, employees, and agents, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees) arising from your use of and access to the Service, or any Content that you post to the Service, violation of these Terms, or violation of any third-party right, including without limitation any copyright, property, or privacy right.
12. Changes to Terms and Conditions
Uncut Gems reserves the right to amend these Terms at any time and without notice, and it is your responsibility to review these Terms for any changes. Your use of Uncut Gems’ Services following any amendment of these Terms will signify your assent to and acceptance of its revised terms.
For any questions or concerns, please email us at hello@uncutgems.com.
13.1. Carat Club Membership
The Carat Club Membership is a service provided by Uncut Gems to its esteemed customers. As part of this membership, you agree to pay a monthly fee for a period of one year (the “Membership Term”), in exchange for a predetermined amount of ‘carats’ (referred to as “Carats”). Carats act as credits that can be used to pay for orders. Upon the successful completion of the first monthly payment, you will receive all Carats relevant to your membership tier for the entire Membership Term.
13.2 Membership Commitment and Cancellation
You agree and understand that the Carat Club Membership is a one-year contract and cannot be cancelled before the end of the Membership Term. You acknowledge and understand that the contract is binding and cancelling before the one-year term ends is a violation of these Terms.
Should any monthly payment fail, Uncut Gems reserves the right to pursue legal action, as we have already provided you with the full year’s worth of Carats based on your initial payment.
You may submit a cancellation request, or a request to upgrade or downgrade your membership plan at any time. However, please note that any such change will only go into effect at the start of your next Membership Term, not during the current term.
13.3 Additional Carats
You have the option to purchase additional Carats at any time. The cost of these Carats will be the same as the per-Carat cost at your current membership tier.
13.4 Carat Rollover and Forfeit
Unused Carats will roll over from year to year as long as your Carat Club Membership remains active. If you cancel your Carat Club Membership, you will forfeit any and all remaining Carats, and they will not be refundable or transferable.
Please note that these Terms are legally binding. By subscribing to the Carat Club Membership, you are agreeing to these Terms. If you have any questions or concerns, please contact us at hello@uncutgems.com.
For more information on how we use your data,
please read our
Privacy Policy.
