Terms of Service

These terms apply between DocFlow Studio (“we”, “us”) and the company or individual engaging us (“you”, “the client”). They apply to this website and to every project we take on.

Each project also has a quote — the document setting out the specific videos, the price, and the schedule. If anything in a signed quote or a separate written agreement contradicts these terms, that document wins for that project. Everything not covered there falls back to this page.

Approving a quote, paying a deposit, or asking us to begin work means you accept these terms.

One thing worth stating at the top, because it shapes everything below: this is a production engagement, not a subscription to a service. We make video files and hand them to you. What happens to them after that is yours — see what we do not provide.

DocFlow Studio produces software videos: product demos, software tutorials, onboarding videos, video documentation libraries, and white-label production for agencies. Work is scripted, screen-recorded inside your product, and edited with zooms, callouts, captions, motion graphics, and voiceover.

Our scope is production and delivery of finished video files. Nothing more, and nothing after.

The engagement runs like this:

• We script the video and get your written approval before anything is recorded.
• We record inside the environment you give us access to.
• We edit to the standard and specification set out in your quote.
• We deliver the finished files to you by file transfer — a download link, a shared drive, or another method agreed in the quote.
• The engagement completes on delivery and acceptance. See delivery and acceptance for exactly when that happens.

Production is screen-based. We do not shoot live action, book crews or locations, cast presenters, or film anyone on camera. If a project needs that, we will tell you before quoting rather than after.

The exact deliverables — how many videos, how long, which formats and aspect ratios, which languages — are defined in your quote and nowhere else. Anything not listed there is out of scope until we agree in writing to add it.

We do not host, store, stream, embed, or distribute your videos. There is no platform, no player, and no service of ours that has to stay running for your videos to work.

This is the clause most likely to differ from what you expect from a video company, so it is worth being explicit. DocFlow Studio provides none of the following, at any tier, for any price:

• Hosting or storage of your videos on our infrastructure for your viewers to reach.
• Streaming, a CDN, a video player, or embed codes. We do not serve a single byte of video to your users.
• Uptime, availability, or an SLA. There is nothing of ours that can be up or down, so there is nothing to guarantee.
• A dashboard, an account, or a login. This website has no client area. We are not a SaaS product and there is no software to subscribe to.
• Playback analytics, view counts, or engagement data. Those come from whichever platform you upload to, not from us. We never see your viewers and never receive data about them.
• Publishing, uploading, scheduling, or channel management on your platforms — unless a specific quote says in writing that we will do it as a one-off task on your behalf.
• Long-term archiving or backup of your finished videos. See how long we keep project files.

If a video of yours is slow, unreachable, taken down, or broken on a page, the cause lies with your host, your platform, or your site — not with us, because we are not in that path at all. We are of course happy to look at a file and confirm it is intact.

Where an ongoing plan is quoted, it buys continued production — a recurring allocation of new or updated videos — and nothing else. It is not a hosting subscription, a maintenance contract for published content, or a retainer for availability.

• Quotes are proposals, not contracts. A quote becomes binding when you accept it in writing and we confirm we have capacity.
• Quotes are valid for 30 days from the date issued, unless the quote says otherwise. After that we may re-price.
• A quote is based on what you told us. If the product turns out to be materially different in scope from the description we quoted against — many more screens, an unfinished feature, a workflow that cannot be completed in the environment we were given — we will tell you promptly, and we will agree a revised quote before continuing rather than invoicing a surprise later.
• We can decline work. We may turn down or stop a project we consider unlawful, misleading about what the software does, or outside what we can produce well. Where we stop, you pay only for work already completed.

Most delays on a video project come from the client side, not the studio side. These are the things that keep a project on schedule.

• Working product access. A usable account in a sandbox, demo tenant, or staging environment, with realistic sample data and every feature we are meant to record actually enabled. If the environment is broken or the data is empty, we cannot record around it.
• Timely script approval. Scripts need a decision, not just a read. Unless your quote says otherwise, we ask for feedback within five business days of sending a script or a cut.
• Brand assets. Logos in vector format, brand colours, fonts (with a licence that permits our use), and any tone or terminology rules you want followed. Without these we will use neutral styling and will not re-edit for brand compliance free of charge afterwards.
• A single point of approval. One named person whose sign-off is final. Conflicting feedback from several stakeholders is the most expensive thing that can happen to a video, and consolidating it is your side of the work.
• Somewhere to put the files. You need a place to receive, store, and keep the delivered videos — your own drive, your own host, your own platform. We do not provide one. See how long we keep project files.

You are responsible for the accuracy of what you ask us to say about your product, including claims, pricing, and compliance statements that appear in a script.

Nothing gets recorded before the script is approved. This is the point of the process where changes are nearly free, and it is deliberately placed before the expensive stages.

Once you approve a script in writing, we record and edit against it. Changes to the approved script after recording — a different feature, a different order of steps, a change of message — are new work, not revisions, and are quoted separately. Revisions explains where that line sits.

Two rounds of revisions are included with every video, unless your quote states a different number. A round means one consolidated set of feedback from you and one corrected version from us.

What a revision covers

• Fixing errors, wrong clicks, mispronunciations, or anything inaccurate.
• Timing, pacing, and trimming within the approved structure.
• Adjusting callouts, captions, zooms, and on-screen text.
• Swapping branding elements for the correct assets.

What counts as new work instead

• Re-recording because the product changed after we captured it.
• A different script, a different feature, or a restructured video.
• Additional lengths, aspect ratios, or languages not in the quote.
• Feedback arriving in separate batches after a round has been closed.
• Re-exporting or reformatting a video to suit a platform you decided on after delivery.

Further rounds beyond the included ones are billed at our current hourly or per-video rate, quoted to you before we start them. We never do extra work and then invoice for it unannounced.

Revisions happen before acceptance. Once a project has been accepted under delivery and acceptance, further changes are a new engagement.

How delivery works

We deliver by file transfer. Depending on file size and what suits you, that means a download link, a transfer into a shared drive or storage bucket you control, or another method named in the quote. Files arrive in the formats, resolutions, and aspect ratios your quote specifies.

Delivery is a handover, not a hosting arrangement. Any link we send is a transfer mechanism with a limited life, not a permanent home for your videos. Download the files promptly and store your own master copies.

Acceptance

• Check the files on arrival. Confirm they download completely, play correctly, and match the specification in the quote.
• Acceptance is written confirmation from you that a delivery is approved — or the expiry of the review window below, whichever comes first.
• If we do not hear from you within ten business days of a delivery, that delivery is treated as accepted so the project can close. We will send a reminder before that happens.
• Genuine defects are fixed, not argued about. A corrupt file, a wrong export setting, or a deliverable that does not match the quote is our problem and we correct it at no charge, whether or not the review window has passed.

On acceptance, the engagement is complete.

No ongoing service, hosting arrangement, support period, or availability obligation begins at that point, because none exists — see what we do not provide. What continues is your ownership of the videos and our obligations of confidentiality.

• Prices are set in your quote. Unless the quote says otherwise, prices exclude any applicable sales tax, VAT, or withholding, which is added or borne by you as the law requires.
• Deposit. Projects start once the deposit clears. Standard deposit: [deposit percentage, e.g. 50%].
• Balance. The balance is due on delivery of the final files, before ownership transfers — see who owns the finished videos. Invoices are payable within [payment window, e.g. 14 days] of the invoice date.
• Ongoing plans are invoiced in advance for each period and continue until either side cancels in writing before the next period begins. An ongoing plan buys production capacity, not hosting or availability.
• Late payment. We may pause work on overdue accounts and may charge interest on late sums at [late-payment rate, or delete this if you prefer not to].
• Bank charges and currency conversion are yours. Payment methods accepted are listed on the invoice.

Deposits are non-refundable once production has begun, because the scoping and scripting work they cover has already been done. Ending a project covers what happens if a project stops early.

Timelines are given in your quote and assume the access, approvals, and assets described in what we need from you arrive when expected. A schedule is a commitment we make together, not one we make alone.

Where your feedback, access, or assets are late, the schedule moves by at least the length of the delay — often more, because our production slots are booked in sequence and a missed slot is not always recoverable the next day. We will always tell you the revised date rather than let it drift silently.

Neither side is liable for delay caused by events outside reasonable control: outages at your provider or ours, illness, natural events, strikes, or a change in law. We will keep you informed and resume as soon as we can.

On full payment, you own the delivered videos outright.

All right, title, and interest in the final delivered videos — worldwide, in perpetuity, for every medium and purpose — transfers to you once we have been paid in full for that project. You do not license them from us. There is no usage window, no media restriction, no territory limit, and no renewal fee, ever.

You are free to, without asking us and without paying anything more:

• Publish the videos anywhere — your site, help centre, app, YouTube, ads, sales decks, trade shows.
• Host them wherever you like, on any platform or infrastructure you choose.
• Re-edit, re-cut, shorten, or extend them.
• Translate them or add subtitles and captions in any language.
• Publish them under your own brand with no credit to us (white-label work is delivered this way by default).
• Transfer them to a parent company, an acquirer, or a successor.

Before full payment

Until the final invoice is paid, we retain ownership of the work and any preview files are for internal review only. Publishing an unpaid draft is a breach of these terms.

Source files

Editable project files, raw captures, and voiceover stems are available on request. Where your quote includes them, they transfer with the final videos. Where it does not, we will quote a one-off fee for handover rather than refuse. Ask while the project is recent — we do not keep archives indefinitely, and how long we keep project files sets out exactly how long we hold anything.

What stays ours

Our own production methods, script templates, project structures, reusable motion-graphic components, and general know-how remain ours. You own the videos we made for you, not the toolkit we made them with — and nothing here stops us producing videos for other companies, including ones in your market.

What stays yours throughout

Your software, trademarks, brand assets, documentation, and any material you give us remain entirely yours. We use them only to produce your project, and we stop using them when it ends.

You decide where the videos go, and you are solely responsible for everything that follows from that decision.

Ownership transfers to you on payment, and so does responsibility. Once a file leaves our hands, every choice about it is yours: which platform, which account, which audience, which markets, which languages, whether it is public or gated, and whether it stays up.

What that covers

• Hosting and uploading. Choosing a host, uploading the files, embedding them, keeping them online, paying for bandwidth, and maintaining the pages they sit on.
• Platform terms. Complying with the terms of service and content policies of every platform you publish to — YouTube, Vimeo, Wistia, an app store, an ad network, a help-centre product, or your own website.
• Accessibility. Meeting whatever accessibility obligations apply to you and to the property the video is published on — captions, transcripts, audio description, player accessibility, and any conformance standard your customers or regulators require. We produce captions and localised subtitle files when your quote includes them, but conformance of your published property is yours to assess and maintain.
• Disclosures and regulated claims. Advertising disclosures, endorsement rules, financial or health claims, professional-body requirements, and any other regulatory obligation that applies in your industry or your markets.
• Viewer data. Any cookies, analytics, tracking, or consent handling introduced by your player or platform, and any privacy notice your viewers are owed. We never receive your viewer data and are not a processor of it.
• Keeping content current. Deciding when a video has gone out of date after your interface changes, and taking it down or commissioning a replacement.

Where a platform removes, restricts, throttles, demonetises, or deletes a video, or where an account of yours is suspended, that is a matter between you and that platform. We have no involvement, no control, and no liability — see limitation of liability.

If you would like advice on formats, platform specifications, or how to structure a video library, ask — we will happily share what we know. It is guidance offered in good faith, not a service we are contracted to deliver, and decisions remain yours.

We are not an archive. Keeping master copies of your videos is your responsibility, starting the day we deliver them.

After final delivery we hold the project’s files — final exports, raw screen captures, editable project files, and voiceover stems — for [retention window after final delivery, e.g. 90 days]. We keep them that long as a courtesy, so that a lost download or a late request for source files has an answer. After that window they are permanently deleted from our systems.

• Download and back up your masters immediately. Treat our copy as a short grace period, never as your backup.
• Re-delivery inside the window is usually a small favour and we will normally just do it. Large or repeated re-transfers may be quoted as a handling fee, and we will tell you before charging anything.
• After the window we cannot help at any price. Once files are deleted they are gone, and no fee will bring them back.
• Product access credentials are deleted at the end of the project, sooner than the file retention window — see confidentiality and product access.
• Correspondence, quotes, and invoices are kept separately and for longer, on the schedule set out in our Privacy Policy. Tax records in particular we are legally required to retain.

If you need us to hold project files for longer than the standard window, say so before the project closes and we will agree it in writing. We would rather set an expectation than quietly delete something you were counting on.

Unless a signed non-disclosure agreement or a written term in your quote says otherwise, we may display completed work in our portfolio — on this website, in proposals, and on our own channels — and name you as a client. This right survives the end of the project.

You can withdraw it at any time. Tell us in writing and we will remove the work from public display within 30 days, with no argument and no charge. If confidentiality matters from the start, say so before we quote and we will mark the project private, which is simpler for everyone than removing it later.

We will not publish anything that shows unreleased features, real customer data, or internal environments, even where we are otherwise permitted to publish the project.

Producing your videos means seeing your product before your users do. We treat everything non-public that we encounter — unreleased features, roadmaps, pricing, internal documentation, customer names — as confidential, and we do not disclose it or use it for anything other than your project. This obligation continues after the project ends.

It does not apply to information that is already public, that we knew before you told us, that a third party gives us lawfully, or that we are legally compelled to disclose — in which case we will tell you first if we are allowed to.

Credentials

• Give us a dedicated account, not a shared one, and scope it to a sandbox, demo tenant, or staging environment.
• Never give us an account with access to real customer records. If a recording must show realistic data, use seeded or anonymised data.
• Send credentials through a channel we agree in advance — never through the website contact form.
• Revoke the account when the project closes. We delete our copy at the same time.

We will not access parts of your system that a project does not require, and we will not perform any destructive action in a live environment. Where a recording requires changing data, we will agree it with you first.

We are happy to sign your NDA. If you have one, send it before the quote rather than after the work.

Videos often include music, sound effects, stock footage, icons, or fonts that we did not create. These are licensed, not owned, and the transfer of ownership in who owns the finished videos cannot pass more rights in them than the licence itself grants.

• We only use assets under licences that permit commercial client work and allow the use your project needs.
• Any per-asset licence fee is either included in your quote or listed separately. We will not add one silently.
• On request we will tell you exactly which third-party assets a video contains and under what licence, so you can clear them yourself if your legal team prefers.
• If you supply an asset — a font, a music track, a piece of footage — you confirm you hold the rights for us to use it in your project, and you are responsible if you do not.

Where a licence would restrict how you can use a finished video, we will say so before using that asset, and we will offer an unrestricted alternative. Checking that your intended platforms and territories fit within a licence, once you know its terms, is part of your side of publishing.

We warrant that we will perform the production services with reasonable skill and care, that the work will be our own or properly licensed, and that the delivered files will match the deliverables described in your quote.

That warranty covers the production work and the files we hand over. It does not extend past delivery, because nothing of ours does.

What we do not promise

• No business outcomes. Video is a communication tool, not a guarantee. We cannot promise a reduction in support tickets, a conversion rate, a completion rate, a search ranking, or a number of views. Anyone who does promise those things is guessing.
• No availability of any kind. We give no uptime, availability, or service-level commitment, because we operate no service on your behalf — see what we do not provide.
• No warranty about platforms. We do not warrant that any third-party platform will accept, keep, rank, recommend, or continue to host your videos.
• No continuing accuracy. A video will not stay accurate after your interface changes. Keeping a library current is exactly what an ongoing production plan is for, and a one-off project does not include it.

You warrant that you have the right to grant us access to your software and assets, that the claims you ask us to make about your product are true, and that our producing the videos will not infringe anyone else’s rights. You will cover us against third-party claims arising from material you supplied, statements you asked us to make, or the way you publish and distribute the finished videos.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited. Some jurisdictions do not allow certain exclusions, and where that is the case, the exclusion simply does not apply to you.

Subject to that:

• Our liability is limited to the production work. Any claim must arise from the production services we actually performed and the files we delivered.
• Our total liability for any project is capped at the total fees you paid us for that project.
• Nothing after delivery is ours. We are not liable for the hosting, uploading, embedding, publishing, distribution, playback, availability, removal, or deletion of a video once it has been delivered to you, nor for the acts or omissions of any platform you choose.
• No liability for results. We are not liable for views, watch time, engagement, conversions, rankings, support-ticket volume, revenue, or any other business outcome. These depend on your product, your audience, and your distribution — none of which we control, and none of which we warrant.
• Neither side is liable to the other for indirect or consequential loss, loss of profit, loss of revenue, loss of anticipated savings, loss of business or goodwill, or loss or corruption of data.
• We are not liable for losses arising from material you supplied, claims you asked us to make, or a delay caused by your side of the project.
• We are not liable for the loss of any file after the retention window in how long we keep project files has expired. Keeping master copies is your responsibility from the day of delivery.

This allocation of risk is reflected in our pricing. If your business needs a higher cap, tell us before the quote and we will price for it rather than pretend the risk does not exist.

• You can cancel at any time, in writing. You pay for all work completed and committed up to that point, and the deposit is not refunded once production has begun. Work already paid for is delivered to you in whatever state it has reached, and ownership transfers for the parts you have paid for in full.
• We can end a project if fees are more than 30 days overdue, if we cannot get the access or approvals we need to continue, or if you ask us to produce something we consider misleading or unlawful. We will always raise the problem and give you a chance to fix it before ending anything.
• Dormant projects. If a project sits without response from you for 60 days, we may close it and invoice for work completed. Restarting later is welcome, but it may be re-quoted at current rates and current availability.
• Ongoing plans may be cancelled by either side with written notice before the next billing period. Fees already paid for the current period are not refunded, and you keep everything delivered during it. Because an ongoing plan is production capacity rather than hosting, cancelling it has no effect on videos already delivered — they are yours and they stay wherever you put them.
• However a project ends, the file retention window in how long we keep project files starts running from the last delivery. Collect your files.

Clauses covering ownership, publishing responsibility, portfolio rights, confidentiality, warranties, limitation of liability, and governing law survive the end of a project.

• Independent contractor. We provide services as an independent contractor. These terms do not create employment, a partnership, a joint venture, or an agency between us.
• Subcontracting. We may use trusted subcontractors — for example a voiceover artist or a translator — and we remain fully responsible for their work and bound by the same confidentiality obligations on their behalf.
• Assignment. Neither side may assign these terms without the other’s written consent, except to a successor in a merger or sale of substantially all assets.
• Notices. Written notice by email to [email protected] and to the address you gave us counts as written notice.
• Entire agreement. These terms plus your quote are the whole agreement between us on their subject, and replace anything said beforehand.
• Severability. If a court finds one provision unenforceable, the rest stays in force.
• No waiver. Not enforcing a term once does not waive the right to enforce it later.
• Third parties. Nobody other than you and us has any right to enforce these terms.

These terms, and any dispute arising out of them or the services, are governed by the laws of [governing jurisdiction — country, and state or province if applicable], without regard to its conflict-of-law rules.

The courts of [courts with exclusive jurisdiction — normally the same place as above] have exclusive jurisdiction, and both sides submit to them. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Before either side files anything, we both agree to raise the issue in writing and spend 30 days genuinely trying to resolve it. Most disputes on a video project are a misunderstanding about scope, and a conversation settles them faster than a filing.

We may update these terms. The version in force for your project is the one published when your quote was accepted, so a change here never alters a project already underway. The date at the top of this page shows when the current version was published.

Questions about anything on this page go to [email protected]. If a clause does not work for your company, say so before signing — most of this is negotiable, and it is far easier to agree an exception in the quote than to argue about it later.