Before payment
You are not charged when you upload media or submit a project for review. You may cancel an unpaid project from your dashboard unless an active Stripe checkout is still open.
After payment but before production
Contact hello@glastour.com immediately if you need to cancel. If production has not begun and no non-recoverable production cost has been incurred, GlasTour may issue a full refund to the original payment method.
After production begins
Because each film is custom digital work, payments are generally non-refundable once production begins. The included revision process is the remedy for reasonable changes that remain within the original order scope.
Studio plans and credit top-ups
You can manage or cancel a recurring Studio plan through the Stripe billing portal. Cancellation stops future renewals and does not retroactively refund credits already issued for the current billing period, except where required by law.
Unused top-up credits may be removed when the related payment is refunded, reversed, or disputed. If some of those credits were already used, the account may be placed on hold for the used amount. A genuine render-provider failure returns the customer credits for that failed job; provider fees and other internal costs do not create cash value for credits.
If GlasTour cannot complete the order
If GlasTour determines that the submitted material cannot support the purchased service, the project will be declined before payment whenever possible. If we cannot deliver a paid order for reasons within our control, we will provide an appropriate replacement, credit, or refund.
Refund timing and disputes
Approved refunds are returned to the original payment method. Banks and card networks control when the credit appears. Contact us before opening a payment dispute so we can review the order and payment record promptly.
How to request help
Email hello@glastour.com with your account email, property name, and order ID. Do not send card numbers or passwords.