Terms of Service & Service Level Agreement (SLA)

Last Updated: April 23, 2026

These Terms of Service ("Terms") and Service Level Agreement ("SLA") govern the relationship between CINEMAMETRIC ("Agency", "we", "us") and the client ("Client", "you") subscribing to our video marketing services. By subscribing to any of our plans, you agree to be bound by these Terms.

1. Subscription Model & Services

1.1. Scope: Agency provides systemic video production and marketing services based on the selected subscription plan (Starter, Professional, Premium, or Ultima).
1.2. Billing & Payments: Subscriptions are billed in advance on a recurring monthly or annual basis. Production work and shooting days are scheduled only after the successful payment of the current billing cycle’s invoice.
1.3. Annual Discount: Plans marked with a "20% Off" badge reflect an annual commitment. Early termination of an annual plan will result in a recalculation of all previous months at the standard non-discounted monthly rate.

2. Service Level Agreement (SLA)

2.1. Communication Channels:

• Official Matters & Invoicing: Email (projects@cinemametric.com) is used for project management, contract updates, and billing.
• Video Reviews: Frame.io is our exclusive channel for creative feedback.
• Urgent Logistics: WhatsApp is reserved for day-of-shoot coordination and quick syncs.

Note on Efficiency: To guarantee production quality, we do not accept video edits via instant messengers or unannounced phone calls. Any feedback sent via WhatsApp will not be processed until properly added to Frame.io.

2.2. Turnaround Times (TAT): Turnaround times are calculated based on standard business hours (Monday — Friday, 9:00 AM — 6:00 PM WEST/WET), excluding Portuguese national holidays.

• Short-Form Content: First draft delivered within 48−72 business hours after filming or asset delivery.
• Long-Form Content: First draft delivered within 5−7 business days.
• Revisions: Updated versions delivered within 24−48 business hours.

2.3. Revisions Policy: Each video asset includes two (2) rounds of revisions. Feedback must be consolidated and submitted in a single batch. Fragmented or sequential feedback will be treated as additional revision rounds and may incur extra costs.

3. Production & Filming

3.1. Shooting Days: Shooting days must be scheduled at least 7 days in advance.
3.2. Cancellations: Shooting sessions cancelled by the Client with less than 48 hours' notice will be forfeited and deducted from the monthly quota.
3.3. No Rollover: Unused shooting hours or video quotas do not roll over to the following month. Our production capacity is reserved specifically for you each cycle.
3.4. Travel & Expenses: Travel costs for shoots within the Greater Lisbon area are included in your subscription. Any locations outside this radius will require pre-approved travel and accommodation expenses to be covered by the Client.

4. Intellectual Property (IP)

4.1. Final Assets: Upon 100% payment of the relevant invoice, the Client is granted an exclusive, worldwide license to use the final edited video assets for promotional purposes. 4.2. Raw Footage: All raw footage, project files, and unfinished edits remain the sole intellectual property of the Agency. Raw footage is not included in the subscription plans and may be purchased separately via a "Buyout Fee."
4.3. Portfolio Rights: Unless otherwise agreed in writing, the Agency retains the right to use final assets in its portfolio and for marketing purposes.

5. Client Responsibilities

5.1. Approvals: The Client agrees to review and approve scripts or concepts within 48 hours of submission to prevent production delays.
5.2. Resources: The Client is responsible for providing necessary brand assets (logos, fonts, brand guidelines) and arranging access to private locations if required for the shoot.

6. Cancellation & Pausing

6.1. Monthly Plans: Cancellation requires written notice at least 14 days before the next billing date.
6.2. Pausing: Clients may pause their subscription once per calendar year for up to 30 days.
6.3. Refunds: Due to the nature of creative production and reserved capacity, we do not offer refunds for partial months or unused services.

7. Limitation Of Liability

Agency shall not be liable for any indirect, incidental, or consequential damages resulting from the use or inability to use the produced content, or for any delays caused by third-party platforms (YouTube, Instagram, etc.).

8. Governing Law

These Terms are governed by the laws of Portugal. Any disputes shall be resolved in the courts of Lisbon.


CINEMAMETRIC
Email: projects@cinemametric.com
Address: Lisbon, Portugal