Please read over and familiarize yourself with these sales policies prior to purchasing or contracting Vanilla Video. Payment terms and policies are not negotiable.
Orders Subject to Approval. A Request for Service via our Online Ordering System is not automatically approved, and IS NOT A GUARANTEE of price or availability. All Requests for Service (i.e., online orders) must be manually reviewed, and may only be accepted by our personnel. Once a Request for Service has been approved, we will issue an invoice accordingly, and accept your order ONLY upon 100% full payment.
Refusing Online Orders. We reserve the right to deny any "Request for Service" made through our Online Ordering System for any reason. You understand that due to market conditions, namely supply and demand constraints on the availability of our service, we may waitlist your order according to our official waitlist policy.
Automatic Price Estimations. Vanilla Video provides pricing estimates online for the convenience of its customers. However, due to the nature of computers and complexity of video production, automated pricing estimates provided by our website may not reflect the appropriate or relevant pricing for your specific project. Therefore you acknowledge, that based on technical limitations of our website, that pricing listed on our website is, at best, an approximation — and that ONLINE PRICING SHOULD BE NOT BE CONSIDERED A QUOTE, AN ESTIMATE, OR A GUARANTEE.
Pricing Errors. Computing Errors. While Vanilla Video strives to offer accurate online pricing, you acknowledge that both computer and human errors occur in the automatic computation, and static display, of online pricing. WE RESERVE THE RIGHT TO REJECT ANY REQUESTS DUE TO PRICING ERRORS. Only a real person, representating Vanilla Video LLC, can offer binding quotes and estimates.
Geographic Limitations. Vanilla Video is a Chicago-based video production company. Generally, we accept orders up to (approx.) 100 miles away from our base of operations. However, we reserve the right to reject any order for a geographic area that would be too cumbersome, difficult, unsafe or unprofitable to serve. Please check our Service Area Availability page for more information.
No Reservations. Availability is on a "first come, first served" basis, and should never be assumed otherwise. No reservations or promises are made unless an order (invoice) has been paid in full.
Non Payment. Partial Payment. For an order to be accepted, i.e., "Reserved", by our system, it must be fully paid upfront. Orders not paid 100% full prior to filming will not be fulfilled.
Split Payments. A 50% / 50% split payment plan is only available upon request for orders exceeding $1,800.00 USD in value, except where special payment terms have been made available to you by an authorized Vanilla Video representative.
Payment Plans. Orders over $5,000.00 USD may qualify for special payment terms.
Schedule Changes. All schedule changes, however small, are subject to a $59.00 schedule change fee. Please know, that schedule changes may be incompatible with our availability — in which case our normal cancellation policy applies.
Cancellations. All cancellations must be made at least 14 days prior to filming, any cancellation thereafter will be considered a forfeiture of the full amount.
Cancellation Fee. All orders are immediately 50% non-refundable. By contracting Services from Vanilla Video, we reserve equipment, videographers and other resources for your event or video production and reduce our availability for other customers. There is a 100% cancellation fee when cancelling within 14 days of the film date.
Upon Arrival. Once our videographers arrive to your specified location, at your specified time, your order cannot be cancelled, shortened, or refunded in whole or in part.
Refunds. Services are not refundable once performed. We are only able to refund 50% of the order total when (A) services have not yet been performed AND (B) your order has been cancelled with at least 14 day advance notice of the scheduled film date. Please note, we reserve our resources for accepted / paid orders, and actively refuse other customer orders during reserved times. This policy prevents overbooking.
Acts of God. Vanilla Video may terminate this Agreement and suspend fulfillment of all Services, in whole or in part, in the event of acts of God beyond our control, including war, government regulation, terrorism, natural disasters, strikes, civil disorder, curtailment of transportation, or similar emergency beyond our control, making it impossible, illegal, or commercially inadvisable, or which materially affects our ability to perform our obligations under this Agreement in whole or in part. We may terminate this Agreement, cancel any order, or suspend Services without liability for any one or more of such occurrences listed above or similar, upon notice to you within ten (10) days of such occurrence.