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Return, Cancellation, and Refund Policy

Effective date: August 18, 2026

Registered business: W9 Content Multimedia Production, operating as Studio W9.

Registration: DTI Business Name No. 8080595.

Scope and controlling terms

This policy explains the standard public treatment of Studio W9 booking cancellations, reschedules, approved refunds, refundable security deposits, and optional rentable items. The accepted quotation, booking agreement, or written amendment for a specific booking controls where it expressly states different terms.

A booking inquiry, quotation, ocular visit, payment, or payment proof does not by itself confirm a booking. A pencil hold is provisional priority only and is not a confirmed booking. The approved booking hours become exclusively reserved only after the applicable confirmation requirements are satisfied and Studio W9 issues separate written booking confirmation.

Venue services and returns

Studio W9 provides time-based dry-hire venue services and approved fixed facilities. Because venue access is a service, a goods-return process does not apply after the confirmed booking window has been delivered.

Selected rentable add-ons, when included in the approved quotation, remain Studio W9 property. They must be returned by the approved egress deadline in the required condition. Missing items, damage, specialist cleaning, or late return may be charged or deducted from the refundable security deposit when supported by booking-closeout evidence.

Pencil holds and confirm-or-release challenges

A pencil hold is provisional priority only. It does not confirm a booking and carries no cancellation, rescheduling, or force-majeure liability. Unless Studio W9 states another expiry in writing, a pencil hold expires after 14 calendar days. New pencil holds are generally not accepted within seven calendar days before first ingress unless W9 approves an exception in writing.

If another client is ready to confirm the same or a materially overlapping period, Studio W9 may issue a 24-hour Confirm-or-Release Challenge to the first pencil holder. The first pencil holder must complete the applicable confirmation requirements or release the date within 24 hours after acknowledged notice; otherwise Studio W9 may release the pencil and accept the challenging booking.

Client cancellation charges

Unless accepted booking-specific terms expressly replace this standard, the cancellation charge is calculated from the approved package total, excluding the refundable security deposit and unincurred, separately identified pass-through costs.

Cancellation liability starts only after Studio W9 issues written booking confirmation and applies regardless of whether the confirmed booking was prepaid, partially paid, approved for send-bill or corporate credit, or subject to another accepted payment schedule. Payment status determines settlement, not whether the obligation exists.

Any refundable balance is determined only after applying the accepted cancellation terms and reconciling eligible venue payments, incurred third-party or pass-through costs, documented booking-caused costs, and other approved charges.

Client-requested rescheduling

One client-requested reschedule may be approved only through a written amendment and remains subject to availability. Unless the accepted booking terms state otherwise, the rescheduling charge is 10% of the original package total with at least 31 days' notice, 20% with 15 to 30 days' notice, and the cancellation schedule with 0 to 14 days' notice.

The replacement booking must remain with the same client and materially similar use, generally occur within 180 days, and use the then-current rates and conditions. No replacement date is held until the amendment and applicable payment requirements are complete.

Studio W9 cancellation and force majeure

If Studio W9 cancels for a reason not caused by the client and not governed by force majeure, Studio W9 will offer a mutually accepted replacement date or refund unused venue payments and the unused refundable security deposit after reconciliation. A cancellation caused by a qualifying force-majeure event is governed by the force-majeure treatment below instead.

Force majeure applies only when an event beyond the affected party’s reasonable control actually makes the confirmed booking illegal, impossible, or objectively unsafe. Ordinary rain, seasonal weather, traffic inconvenience, or a weather forecast alone do not qualify. Flooding, government or property closure, evacuation orders, dangerous access conditions, or severe-weather consequences may qualify when they actually prevent lawful or safe performance.

For a qualifying force-majeure event, 30% of the approved package total remains the earned date-reservation and displacement charge, regardless of payment status. If the client elects to reschedule, one replacement date must be confirmed within 30 days after the force-majeure notice; the replacement booking must occur within 180 days, remains subject to availability, and uses then-current rates and conditions. If the client does not elect and confirm that replacement date within the 30-day decision window, the unused eligible venue payment above the 30% charge is refunded after reconciliation. If no advance payment was received, the 30% remains invoiceable under the accepted billing terms. This force-majeure treatment applies whether the qualifying event prevents the client from proceeding or causes Studio W9 itself to cancel the confirmed booking. A qualifying force-majeure event affecting the replacement booking is assessed as a new event under the same standard unless Studio W9 approves another written accommodation.

Refundable security deposits

The security deposit is separate from venue charges and does not reserve or confirm a date. After egress, closeout, inspection, return of venue items, and reconciliation, the undisputed balance is returned within five business days, less documented booking-caused deductions.

Documented deductions may include damage, missing venue items, specialist cleaning, excessive waste, fluid or stain remediation, overtime, additional labor, and restoration. Studio W9 may retain only a documented disputed amount while a claim is being resolved. The security deposit is not a limit on the client's liability.

How approved refunds are sent

Approved refunds are returned through the original payment channel when operationally available. If that channel cannot receive the refund, Studio W9 will use a verified alternative agreed in writing. Bank, card-network, and payment-provider posting times may apply after Studio W9 completes the refund instruction.

Requesting review or raising a dispute

Send the booking reference, client or billing name, booking date, payment reference, reason for the request, and supporting documents to business@w9studio.net. You may also call +63 968 269 9265.

Studio W9 will review the request against the accepted booking documents and available payment, handover, inspection, incident, and closeout evidence. Unresolved disputes follow the governing-law and dispute-resolution provisions in the Terms of Use.

Business and customer-service address

W9 Content Multimedia Production / Studio W9
Warehouse 9, La Fuerza Compound
2241 Don Chino Roces Avenue, Bangkal
Makati City 1233, Philippines