Return & Refund Policy

1. Custom digital services

Hiro Animation provides custom 3D product animation, modelling and rendering services. Deliverables are supplied electronically. We do not ship physical products, so physical returns and exchanges do not apply. This does not remove your right to request a correction or an eligible refund.

2. Cancelling your project

Please email us as soon as you need to cancel, with your project or invoice reference.

• Before work starts: payments for the cancelled service will be refunded in full.
• After work starts: we deduct the value of work already completed and any agreed, non-recoverable project costs, then refund the unused balance. Completed work may include modelling, storyboarding, animation, rendering and editing. We will provide a breakdown based on your agreed quote; the same work or cost will not be charged twice.
• After completion: a change of mind does not create an unused balance for completed work. If the delivery does not match the agreed scope, please contact us under the service-issue process below.

3. Delivery or service issues

If a file is damaged, cannot be opened, is missing, or does not meet the agreed scope, tell us what is wrong and include screenshots or timecodes where useful. We will review the issue and arrange the appropriate correction or replacement delivery.

If we cannot deliver the agreed service or resolve a material issue, we will refund the affected, undelivered portion. If no usable work has been provided, we will refund the payment in full. New creative directions or additional deliverables are handled as scope changes, with any extra cost agreed before proceeding.

4. Duplicate or incorrect payments

Contact us with your invoice reference, payment date and transaction reference if you believe you paid twice or paid an incorrect amount. We will verify the payment and return any confirmed duplicate payment or overpayment. Do not email your full card number, PIN, password or security code.

5. How refunds are issued

We will confirm the refund amount and method in writing. Full card refunds are returned through the original payment provider where supported. If a partial refund or the original payment method cannot be processed by that provider, we will agree on an appropriate alternative with you, such as a bank transfer to the payer.

Bank and payment-provider processing times vary. For payments made through PayHere, delayed card refunds generally take 5–10 days after processing and may take longer to appear. See PayHere’s refund process for its current guidance. We will share confirmation when a refund has been initiated.

6. Marketplace orders and your rights

Orders placed through Fiverr or another marketplace must be managed through that platform’s order, cancellation and refund process. This policy applies to direct orders with Hiro Animation. Nothing in it limits rights or remedies that cannot be excluded under applicable law.