FAQs

YOUR MOST PRESSING QUESTIONS. ANSWERED.

/Frequently Asked Questions
Frequently Asked Questions 2017-10-25T21:38:19+00:00
We focus on customer service and client satisfaction, follow a systematic pipeline to ensure timely delivery, offer reasonable pricing without compromising on quality, produce outstanding work adhering to international standards, and are driven by a creative and experienced team.
Our reasonable pricing is a result of our finely tuned process and our passion for our work.
We work will all kinds of clients, from single person startups to multinationals.
We service clients from all around the globe.
We prefer quick communication over the phone, Skype or chat. For project updates, feedback and approvals, we prefer email communication to ensure clarity, transparency and accountability.
We are absolutely fine with signing an NDA.
We are happy to collaborate with individuals or companies to provide white label services in animation, VFX, motion graphics, and design to their clients. Our services are completely confidential. Please contact us to learn more.
We accept payments from within India by
  • Cash
  • Cheque
  • Demand Draft (DD)
  • Bank e-Transfer (NEFT)
  • Net Banking (almost all prominent banks in India – Axis Bank, Bank of India, Bank of Maharashtra, Canara Bank, Central Bank of India, City Bank, City Union Bank, Corporation Bank, Deutsche Bank, Development Credit Bank, Federal Bank, HDFC Bank, Indian Bank, Indian Overseas Bank, IndusInd Bank, IDBI, Jammu & Kashmir Bank, Karnataka Bank, Karur Vysya Bank, Kotak Mahindra Bank, South Indian Bank, State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of India, Karur Vysya Bank, Kotak Mahindra Bank, South Indian Bank, State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of India, State Bank of Mysore, State Bank of Patiala, State Bank of Travancore, Union Bank of India, United Bank of India, Vijaya Bank, Yes Bank)
  • Credit Cards & Debit Cards (VISA, Verified by VISA, MasterCard, MasterCard Secure Code, Maestro, American Express – AMEX)
  • PayUMoney
We accept payments from outside India (ie. internationally from any other country or state) by
  • Bank Transfer / Wire Transfer (SWIFT)
  • Credit Cards & Debit Cards (VISA, MasterCard, American Express – AMEX, Discover Network)
  • PayPal
We take a 50% advance payment for all projects above INR 30,000 (or USD 500) with the remaining 50% to be paid upon project completion but before final delivery. For projects that cost less, we ask for full payment prior to starting the project.
We have a strict no refund policy. Please note that once we take up your project, it means that we are refusing another client. We also dedicate a lot of resources to every project to ensure that we delight our customers.
We are a completely client centric company with a production process that has been perfected with provision for revisions and approvals taken at every stage to ensure that you remain a part of the process throughout the development of the video. Hence, we are confident about creating an amazing video for you.
The simple answer is you. But we do reserve the right to display it in our portfolio gallery (unless an NDA has been signed) and share it on our social media pages. It’s just more publicity for you.
You can get in touch with us via:
The contact form on our website.
Email: [email protected]
Skype: Skype Chat with Reptile.FX OR Skype Call with Reptile.FX (Global)
WhatsApp: +91 8108 533 522 (Global)
Phone:
India: +91 8108 533 522 (South Asia, Middle-East & Africa)
United States of America: +1 323 522 4646 (North America & South America)
United Kingdom: +44 (0)20 8123 1522 (Europe & Russia)
Hong Kong: +852 8191 3522 (East Asia & South East Asia)
Australia: +61 (0)2 8091 3522 (Oceania)
We shall be delighted to assist you with any queries.
Our standard Contract with general terms and conditions can be found under the ‘Contract Terms’ tab here.

The important terms and conditions mentioned below have been taken from the Contract and in no way replace the Contract, in part or full. The project is governed by the terms and conditions covered in the Contract ONLY.

Payment Terms

  • The Client has to pay a 50% advance on acceptance of the Client’s Order for a billing amount exceeding INR 30,000/- (Indian Rupees Thirty Thousand Only) or USD 500/- (United States Dollars Five Hundred Only) with the balance payment due upon completion of the project but before final delivery. If the billing amount is lower, the Client has to pay 100% advance on acceptance of the Client’s Order.
  • The acceptable modes of payment are by cheque / DD / e-transfer / bank transfer / wire transfer / PayPal in the name of ‘Reptile FX’, payable at par in Mumbai, INDIA.
    Reptile FX does not issue refunds under any circumstances after an Order has been placed and accepted.
  • Taxes as applicable will be charged.

Timelines

  • The delivery timelines mentioned are based on prior experiences and are indicative. The actual delivery timelines may vary since each project is different.
  • The delivery timelines are subject to receiving timely feedback and approvals from Clients, revisions from Clients, and delays from third-party service providers.

Reptile FX Responsibilities

  • Reptile FX will perform the Services set in the Contract to the best of its abilities to meet the specifications and timelines mentioned in the Order.
  • Reptile FX will obtain and maintain all necessary licences, permits and other consents and comply with all applicable laws and regulations for the provision of its services.
  • Reptile FX warrants that its work flow, work files and information provided by the client that has been deemed confidential will remain confidential at all times.

Client Responsibilities

  • The Client will provide all relevant and accurate information and content to Reptile FX.
  • The Client also agrees to obtain relevant rights of use and/or permissions for all content provided.
  • The Client will keep a single point contact person to co-ordinate all feedback/approvals/other communications related to the Order.
  • The Client will co-operate fully and maintain regular contact with Reptile FX, including responding to requests within 48 hours.

Additional Video Duration

  • If the video duration goes beyond the agreed upon length due to directives of the Client, Reptile FX will charge per additional second on a pro-rata basis.

Feedback

  • The Client will provide specific, timely and accurate feedback in writing and together (as opposed to a piecemeal approach) for the currently in-process Work Stage only.

Revisions

  • The number of revisions is limited to the number mentioned in the Order. Any additional revisions are chargeable to the Client.

Approvals

  • The Client must provide timely approvals only after which Reptile FX will proceed to the next stage.
  • Any changes to previously approved content will be charged extra and result in delays.

Intellectual Property Rights

  • Within the limitations of the voice-over licence and the background music licence as purchased, the Client holds all rights including copyright, for ONLY the final deliverables delivered by Reptile FX.
  • The Client has NO rights whatsoever for any other files, artwork and content created by Reptile FX including non-selected options and in-process files.
  • Reptile FX retains the rights to reproduce, publish, display, and use in any form the final files, artwork and content as evidence of work done by Reptile FX.

Liability

  • Reptile FX will not be responsible or liable for any costs, losses, delays or failure of performance of the Services in the event of improper instructions from the Client, alteration of the Services or the outcomes of the Services by the Client without written consent from the Service Provider, failure of the Client to comply with instructions from the Service Provider, or Force Majeure.
  • Reptile FX limits its liability to the total price of Services as mentioned in the Order if it fails to provide the Services in accordance with the Terms of the Contract.