Refund and Cancellation Policy of Averqelle

Last updated: 10 August 2026

 

This Refund and Cancellation Policy applies to property films and related digital services purchased from Averqelle, a trade name of Paauwer Products (“Averqelle”, “we”, “us” or “our”). It forms part of our General Terms and Conditions.

 

1. Payment

Full payment is required before production begins, unless we expressly agree otherwise in writing.

 

Production begins once we have received both:

• full payment; and

• all materials and information required to begin the project.

 

2. Cancellations before production begins

If you wish to cancel your order before production has begun, please contact us as soon as possible at info@averqelle.com.

 

If no production work has started, we will normally cancel the order and refund the amount paid. For Business Customers, any payment-processing or administrative costs that cannot reasonably be recovered may be deducted where permitted by law.

Any mandatory statutory rights available to Consumers remain unaffected.

 

3. Cancellations after production has begun

Each property film is created specifically for the Customer using the selected property materials, listing information, style and instructions. Once production has begun, time and production capacity have already been committed to the order.

Business Customers

 

If a Business Customer cancels after production has begun, payments are non-refundable to the extent of:

• work already performed;

• costs already incurred; and

• production capacity reasonably reserved for the order.

 

If the agreed work has already been completed, no refund will be due.

 

Consumers

Consumers retain their mandatory statutory rights. If a Consumer asks us to begin the service during the statutory 14-day withdrawal period and then withdraws before the service has been fully performed, we may charge a proportionate amount for the work performed up to the time of withdrawal, provided the legally required consent and information were given.

 

The Consumer loses the right of withdrawal once the service has been fully performed only where:

• the Consumer expressly requested that performance begin during the withdrawal period; and

• the Consumer acknowledged that the right of withdrawal would be lost once the service had been fully performed.

 

4. How Consumers can exercise the right of withdrawal

A Consumer who concluded the agreement online or at a distance generally has 14 days from the date the agreement was concluded to withdraw without giving a reason.

To exercise this right, send an unequivocal withdrawal request to info@averqelle.com, use the model withdrawal form provided with our General Terms and Conditions or use the online withdrawal function on our website where applicable.

 

Please include:

• your full name;

• your email address;

• the order number;

• the date of purchase; and

• a clear statement that you wish to withdraw from the agreement.

 

This section does not limit any other mandatory right available under applicable consumer law.

 

5. Preview and included revision

Unless agreed otherwise, your purchase includes:

• one watermarked preview; and

• one consolidated revision round.

 

The included revision may cover reasonable adjustments to the text, music, pacing and the selection or order of existing scenes, provided the request remains within the original concept.

 

Requests for a completely new concept, substantial reconstruction, newly supplied materials, a different property, additional versions or additional revision rounds are not included and may be charged separately. We will obtain your approval before carrying out chargeable additional work.

 

6. Dissatisfaction or change of mind

Because every film is created using the Customer’s property, materials and instructions, we cannot offer a refund solely because:

• the Customer changes their mind after production has begun;

• the Customer prefers a different creative direction that was not included in the original brief;

• the Customer later supplies different or additional materials;

• the Customer does not use the delivered film; or

• the film does not achieve a particular number of views, enquiries, bookings or sales.

 

This does not affect the Customer’s rights if the delivered service does not conform to the agreement.

 

7. Problems with the delivered film

If you believe the film contains a technical error or does not conform to the agreed description, contact us promptly at info@averqelle.com and clearly explain the issue.

We will first be given a reasonable opportunity to correct or re-perform the affected part at no additional charge. If correction is impossible, disproportionate or not completed within a reasonable period, you may be entitled to an appropriate price reduction, termination or refund in accordance with applicable law.

 

A subjective difference in taste is not by itself a defect where the film otherwise follows the agreed concept, instructions and supplied materials.

 

8. Insufficient or unsuitable materials

If the supplied listing or project materials are insufficient or unsuitable to create a film that meets our quality standards, we will contact you and request additional materials.

If suitable materials cannot be supplied before production begins, we may cancel the order and issue a full refund.

 

If this becomes apparent only after work has reasonably begun, we will discuss the available options with you. Any refund will take account of the work already performed and costs incurred, subject to mandatory consumer law.

 

9. Delays

The standard preview timeframe begins only after full payment and all required materials and information have been received.

A delay caused by incomplete materials, late Customer feedback, new requests or circumstances outside our reasonable control does not automatically create a right to a refund.

 

If Averqelle fails to deliver within a binding agreed deadline or, where required by law, within a reasonable additional period provided by the Customer, the Customer may exercise any termination and refund rights available under applicable law.

 

10. Multiple-property packages

For packages covering multiple properties, cancellation and refund calculations may be made per property or production stage. Work already started or completed, costs incurred and any expressly agreed package discount will be taken into account.

If cancellation changes the number of films qualifying for a package discount, the price of completed or commenced films may be recalculated at the applicable individual-film rate, provided this was clearly agreed in advance and is permitted by law.

 

11. Refund processing

Approved refunds will be made using the original payment method unless another method is expressly agreed.

Where a Consumer validly exercises a statutory right of withdrawal, any refund due will be processed within 14 days after we receive the withdrawal notice, subject to any lawful deduction for services already performed at the Consumer’s express request.

Other approved refunds will normally be initiated within 14 days. The time required for the funds to appear in your account may depend on your bank or payment provider.

 

12. Chargebacks

Please contact us at info@averqelle.com before initiating a payment dispute or chargeback so that we have a reasonable opportunity to investigate and resolve the issue.

Nothing in this section prevents you from using any lawful remedy or payment-provider protection available to you.

 

13. Contact

For cancellations, withdrawal requests or refund questions, contact:

Averqelle / Paauwer Products
Email: info@averqelle.com
Registered address: Kanaalstraat 18B, 4417AJ Hansweert, The Netherlands