Broadway Media Cancellation and Refund Policy

Updated: February 1, 2020

At Broadway Media, customer satisfaction is a priority.  We offer refunds, repairs and replacements in the terms set out in this policy. For additional clarification of our policies, please contact us directly at accounts@broadwaymedia.com. Terms, Conditions and Terminology from the End User Content Rental License Agreement shall apply to this document.

Broadway Media defines its digital goods as fifty percent (50%) of product retail value, and the remainder fifty percent (50%) value derived from ancillary services.  

I. Cancellations, Refunds and Order Adjustments.

You may request a cancellation and receive a refund or credit up-to and until the date of download of the product, according to the eligibility requirements hereunder. For the avoidance of doubt, once the product has been downloaded, Broadway Media will not accept a request for cancellation or offer a refund due to preference or price.

A. Cancellation Refund Eligibility: 

  1. Date: (i) You may request a cancellation and receive a refund up-to and until the download of the product or the first date of your license period, whichever occurs first. (ii) Broadway Media will use the dates provided at the time of the order, unless corrected in advance of the license period. (iii) Changes in performance dates which require adjustment to the rental term/license period shall be classified as cancellations.
  2. Condition: (i) Your order must be unused and in the same condition that you received it. With digital delivery, this requires that the content has not been downloaded and therefore is unused. (ii) If the content has been downloaded, the order is no longer in its original condition. For the avoidance of doubt, Broadway Media monitors I.P. address activity and any download activity on your account.

B. Cancellation Refund Approval: 

Approval: If the Cancellation Refund Eligibility requirements have been met, the following applies to any cancellation request for refund: (a) All requests must be made with Broadway Media directly (not through an agent thereof or a reseller) with the Order Cancellation Form attached hereto. (b) You may incur a cancellation fee up to 25% of your total order fee for the goods and services, depending upon the date of notice and any actual costs incurred by Broadway Media (e.g. restocking fees from distributor, shipping costs, processing, etc).

C. Cancellation Credit Eligibility:

Eligibility: Orders ineligible for normal cancellation refund eligibility may still be eligible for a full credit or partial credit for unused portion if you experience issues with your customer-supplied hardware beyond user control, such as a core hardware element failure (“Hardware Failure”) (e.g. your projector will not sufficiently provide the desired image size or brightness; or your playback device is not capable of serving images or videos). (a) For the avoidance of doubt, personal preference on product quality and style is welcomed feedback for our product team, though it does not fulfill your eligibility for a Cancellation Credit

D. Cancellation Credit Approval. 

Documents: Documented evidence must be timely submitted to Broadway Media to denote the specific Hardware Failure beyond user control.

Remedy: Broadway Media reserves the right to remedy user failures with provided technical support to assist you in achieving industry-accepted performance of core hardware.

Review: Such cancellation credit requests shall be reviewed by Broadway Media and granted on a case-by-base basis.

E. Further Order Adjustments.

Criteria: If your order does not meet the criteria for a cancellation refund or credit; Broadway Media will continue to work with you to adjust your order.

Digital Products: For digital products, we may grant access to an alternative digital product to meet your production needs.

Reschedule: Cancellations due to acts of God (illness, death or weather), shall be rescheduled within six (6) months of the original license period term. If not rescheduled, a service charge of 50% of the fees will be incurred. 

II. Repair, Replacement or Refund for Major and Non-Major Problems

A. Refunds and returns–goods

Major Problems: We are not required to provide a refund or replacement unless there is a major problem with the product. If the problem cannot be fixed, we view it as a major problem.

Selection: You may choose a refund or exchange, or to cancel your contract and receive a refund for unconsumed services if a product has a major problem.

Repair: If the problem is not major, we will fix it within a reasonable time.

B. Exceptions. Notwithstanding the other provisions of this policy, we may refuse to provide a repair, replacement or refund if:

  1. Misuse: You misused the said product in a way which caused the problem.
  2. Knowledge of Problem: You knew or were made aware of the problem(s) with the product or service before you purchased it.
  3. Failure to Comply: You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

C. Response Time. We aim to process any requests for repairs, replacements or refunds within 10 days of receipt.