OneQueue Media — Terms & Conditions

OneQueue Media provides on-demand video editing and content production services. Customers can submit video footage, select a service level, provide instructions, and receive an edited video within the applicable turnaround period.

By creating an account, purchasing a plan, placing an order, or using OneQueue Media services, you agree to these Terms & Conditions.

OneQueue Media offers three production levels:

Basic — Clean, straightforward editing and normal pacing. Maximum revisions: 4 per video.

Pro — Enhanced editing, improved pacing, B-roll and additional creative treatment. Maximum revisions: 6 per video.

Premium — Advanced editing, heavier motion graphics, advanced visual effects and higher-production-value creative work. Maximum revisions: 8–10 per video, depending on project complexity.

The exact deliverables included in each level are determined by the service description displayed at the time of purchase.

An order may move through the following statuses:

1. Order Placed

2. Footage Received

3. Ready to Start

4. Editing in Progress

5. Quality Check

6. Ready for Review / Delivered

7. Revision Requested

8. Final Delivered

Not every order will necessarily use every status.

OneQueue Media aims to deliver eligible videos within 6 hours.

The maximum turnaround commitment is 10 hours.

The 10-hour turnaround period begins only when an order reaches “Ready to Start”. This means the required footage, file access, brief and other necessary information have been received and verified.

The turnaround clock does not begin merely because an order has been placed or payment has been completed.

The turnaround period may be paused or extended where the customer provides incomplete footage, an inaccessible or incorrect Drive link, incomplete instructions, requests additional footage, changes the original brief, or fails to respond when customer input is required.

The turnaround commitment resumes once the required information or access is provided.

If OneQueue Media fails to deliver an eligible video within 10 hours after the order reaches “Ready to Start”, the order becomes eligible for the refund described in the Refund & Cancellation Policy.

The refund does not apply where delay results from customer-side issues, inaccessible or incomplete files, customer-requested changes, third-party failures outside OneQueue Media’s reasonable control, or force majeure events.

Revisions are limited to the purchased service level: Basic: 4; Pro: 6; Premium: 8–10.

A revision means a modification based substantially on the original brief and agreed requirements. A completely new concept, substantially different creative direction, new script, or materially different project may be treated as a new order or may require an additional fee.

After delivery, the customer must submit revision requests within:

• Basic: 12 hours

• Pro: 24 hours

• Premium: 24 hours

If no revision request is submitted within the applicable period, the delivered version may be considered approved and accepted.

Multi-video and monthly plans provide a specified number of video credits. Eligible unused credits carry forward to the next billing period while the plan remains active, subject to any plan-specific limits displayed at purchase.

Credits are not transferable unless OneQueue Media expressly permits it.

Customers may evaluate the service through their first three completed videos.

After the first three completed videos, a customer who chooses to discontinue an active multi-video or monthly plan may request a refund for eligible unused video credits. The refund is calculated on the eligible unused portion of the plan, less a 30% cancellation and reserved-capacity fee.

Completed, delivered, or consumed videos are non-refundable. The detailed refund process is set out in the Refund & Cancellation Policy.

The customer retains ownership of original footage and materials supplied to OneQueue Media.

The customer represents that they have all necessary rights, permissions, licences and authorisations to provide the content and request the services. The customer is responsible for permissions relating to third-party footage, music, images, logos, trademarks and other protected materials they supply.

Once the customer has publicly published the final content on social media or another public platform, OneQueue Media may use the publicly published work, or reasonable excerpts, for its portfolio, website, social media, case studies and promotional purposes.

OneQueue Media will not publicly publish unpublished or private customer content without the customer’s permission. Customers with confidentiality requirements should notify OneQueue Media before placing an order.

OneQueue Media may retain project files after delivery for:

• Basic: 7 days

• Pro: 14 days

• Premium: 30 days

After the applicable period, OneQueue Media may permanently delete footage, project files and final deliverables. Customers are responsible for downloading and securely storing final files before the retention period expires.

Customers are responsible for ensuring submitted footage is accessible, usable, correctly shared and not corrupted. OneQueue Media is not responsible for delays caused by missing, corrupted, inaccessible or incorrectly submitted files.

OneQueue Media may refuse or suspend orders involving illegal, fraudulent, deceptive, abusive, infringing or otherwise prohibited content, or work materially outside the scope of the purchased service level.

Orders and plans must be paid through payment methods made available by OneQueue Media. An order is confirmed only after successful payment confirmation. Applicable taxes, payment-processing charges or other fees will be disclosed where applicable.

OneQueue Media will make reasonable efforts to provide services consistently and within stated turnaround times. Temporary interruptions may occur due to maintenance, technical failures, third-party services, internet infrastructure, force majeure or circumstances outside OneQueue Media’s reasonable control.

OneQueue Media may suspend or terminate an account for violations of these Terms, fraud, abuse, prohibited content, misuse of refunds or payment systems, or conduct that materially interferes with OneQueue Media operations.

OneQueue Media commits to the defined production scope and turnaround standards but cannot guarantee that every creative decision will match a customer’s subjective preference. The revision allowance exists for reasonable adjustments within the purchased service level.

To the extent permitted by applicable law, OneQueue Media will not be responsible for indirect, incidental, consequential or business losses arising from use or inability to use the service.

Nothing in these Terms is intended to exclude or limit rights or remedies that cannot legally be excluded or limited.

OneQueue Media may update services, pricing, plans, features or these Terms from time to time. Updated Terms become effective when published on the OneQueue Media website, unless otherwise required by law.

Customer information and personal data are handled according to the OneQueue Media Privacy Policy.

Support: support@onequeuemedia.com

Website: https://onequeuemedia.com

Business location: Gaya, India

By creating an account, purchasing a plan, placing an order, or using OneQueue Media, you acknowledge that you have read, understood and agreed to these Terms & Conditions.