CANCELLATION, RESCHEDULING & REFUND POLICY

Last Updated: November 24, 2025

This Policy is a binding part of the FLGSA Policy applicable to use of the Services and the Platform. Please read this Policy carefully. You may not use the Platform or Services if you do not agree to this Policy.

This Cancellation & Refund Policy governs all cancellations, rescheduling, and refunds on the Platform and applies to every Booking made through FLG. Both Filmmakers and Hosts are bound by this Policy when cancelling or rescheduling a Booking. FLG may amend this Policy at any time by posting an updated version on the Platform. This Policy forms an integral part of the Filming Locations Global Service Agreement (FLGSA).

Every Booking represents a Host’s commitment to make a Location available to a Filmmaker. When a Filmmaker cancels, the Host’s ability to rebook that Location becomes limited. Likewise, a Host’s cancellation may seriously disrupt production schedules and cause significant financial losses to the Filmmaker.

Cancellation Process

a)  Any party wishing to cancel a Booking must submit a written cancellation request by contacting FLG through an official communication channel designated by FLG (including the Contact Us form, WhatsApp Chat Box, or email).
Filmmaker-initiated cancellations are governed by Section 2 (Filmmaker Cancellations).
Host-initiated cancellations are governed by Section 3 (Host Cancellations) and may only be made in accordance with the conditions set out therein.
b) For multi-day Bookings, the cancellation policy applies separately to each day. A Booking is considered cancelled only once the Filmmaker receives written confirmation of cancellation from FLG.
c)  Refunds, when applicable, will be processed within seven (7) Working Days of FLG’s written confirmation. The refund amount shall depend on the cancellation policy selected by the Host in the Listing—including any Host-specific cancellation terms permitted under Section 11 (Host-Specific Cancellation Policies)—and on the applicable FLG Service Fees and Payment Processing Fees.

Filmmaker Cancellation Policies (as chosen by Host)

Each Host selects one of the following refund frameworks, which will be clearly stated in the Listing.

Loyalty Policy

  • 90 to 2 days prior to the Shoot: 100% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • 2 to 1 day prior to the Shoot: 50% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • Less than 24 hours: Non-refundable.

Standard Policy

  • 90 to 14 days prior to the Shoot: 100% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • 14 to 7 days prior to the Shoot: 90% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • 7 to 5 days prior to the Shoot: 80% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • 5 to 3 days prior to the Shoot: 70% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • 3 to 2 days prior to the Shoot: 60% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
  • 2 to 1 day prior to the Shoot: 50% refund to the Filmmaker of the Booking Price (excluding FLG Service Fees and any applicable Payment Processing Fees).
    Less than 24 hours: Non-refundable.

Host Cancellations

Production Considerations.
Filmmaking is a complex process involving significant planning, logistics, and financial commitments. Each Booking may involve dozens of Film Crew members, pre-approved permits, paid working hours, and other non-refundable expenses. Because of this, last-minute Host cancellations can result in substantial losses to both the Filmmaker and FLG. Accordingly, Hosts must exercise the utmost diligence before accepting any Booking and may be held liable for losses, costs, or penalties arising from unexcused cancellations.

The Host shall not cancel any confirmed Booking except under limited and justified circumstances. A Host may cancel without penalty only if one of the following applies:

(a) Force majeure — as defined under Section 8.5 (Justified and Accepted Cancellations);
(b) Inappropriate or prohibited content — the Filmmaker intends to film inappropriate, unlawful, or restricted content (including nudity or adult material);
(c) Material risk of damage — the Shoot poses a substantial risk of harm to the Location or its fixtures (for example, use of hazardous materials, open flames, heavy equipment, or other dangerous activities).

All other cancellations outside of these reasons are strictly prohibited and shall constitute a material breach of this Agreement. Any non-justified Host-initiated cancellation may result in immediate suspension or termination of the Host’s account and the imposition of penalties or fines.

All Host-initiated cancellations are fully refundable to the Filmmaker, including any Fees paid.

The Host will be liable for all losses or expenses incurred by the Filmmaker, and any losses suffered by FLG as a result of the cancellation (including administrative and coordination costs, platform and reputation impact, transaction losses, and operational liabilities). 

All scheduled Host payouts for that Booking will be voided. FLG bears no responsibility to compensate the Filmmaker for any Host cancellation.

Justified and Accepted Cancellations

A cancellation by either party may be accepted by FLG and considered eligible for a full refund only if it is supported by verifiable evidence of one or more of the following circumstances:

a) Accidental death or serious illness/injury of the Host, Filmmaker, or an immediate family member.
b) Natural disasters, severe weather, or other environmental conditions that render the Location inaccessible, unsafe, or unfit for filming.

c) Government-imposed restrictions, emergency measures, curfews, or national events such as a royal demise.
d) Unforeseen damage at the Location, or municipality-imposed restrictions, that make filming impossible or unlawful.

Supporting documentation (e.g., medical certificates, official notices, municipal reports, or photos or videos of the Location) must be submitted within seven (7) days of the cancellation request.
Failure to provide such documentation within the stated period may result in the cancellation being treated as non-justified.

Refunds approved under this Section will be processed to the original payment method within seven (7) Working Days of FLG’s written confirmation, excluding FLG Service Fees and Payment Processing Fees, which remain non-refundable.

Cancellations by FLG

FLG reserves the right to cancel any Booking at its sole discretion if a Host or Filmmaker is found to have violated the FLGSA, provided false or misleading information, or engaged in conduct that constitutes negligence, misrepresentation, or endangers the safety of others or the Location.

For avoidance of doubt, FLG does not bear responsibility for production permits, and cancellations arising from unprocessed or delayed permits fall under the Filmmaker’s responsibility

Examples include, but are not limited to, unlawful activities, filming without the Host’s consent, breaches of Property Rules, or activities that may compromise the safety, integrity, or reputation of the Location or FLG.

In such cases, FLG may suspend or terminate the involved user’s account and withhold or refund payments at FLG’s sole discretion, depending on the circumstances and evidence provided.

NOC Cancellations

NOCs are coordinated by FLG only after a Booking has been confirmed and full payment has been received.
If a Booking is cancelled after the NOC has been issued, an NOC Cancellation Fee of AED 500 shall apply.
This fee shall be equally split between FLG and the Host to cover administrative and coordination efforts.

The NOC Cancellation Fee applies regardless of the Filmmaker’s general cancellation rights under this Policy and is in addition to any applicable Booking cancellation fees.

Location Scout or Technical Recce Cancellations

  • Up to 24 hours: The Filmmaker may cancel a scheduled Location Scout/Technical Recce up to twenty-four (24) hours prior to the arranged time and receive a 50% refund (equal to AED 250) of the Location Scout Fees, unless the Location pin has already been shared, in which case the fee becomes non-refundable.
  • Less than 24 hours: Cancellations submitted less than twenty-four (24) hours before the scheduled Location Scout/Technical Recce are non-refundable.
     

Rescheduling

Rescheduling a Booking
A Filmmaker may reschedule a Booking only once for the same or longer duration. If the rescheduled Shoot is longer, the additional charges will be applied. Rescheduling must be requested at least forty-eight (48) hours before the original Shoot start time by contacting FLG. Rescheduled Bookings are non-refundable.

Rescheduling a Location Scout or Technical Recce

Rescheduling must be requested no later than twenty-four (24) hours before the scheduled time. If no notice is received or the Filmmaker fails to attend, the Location Scout Fee is non-refundable.

Non-Appearance

If a Filmmaker or Host fails to appear at the Location without prior notice, the Booking will be treated as a cancellation under the “Less than twenty-four (24) hours policy”, and no refund will be issued.

Refund Method and Timeline

All eligible refunds will be processed within seven (7) Working Days from the date of FLG’s approval of the cancellation and will be returned to the original payment method unless otherwise agreed in writing. FLG Service Fees and Payment Processing Fees are non-refundable.

Force Majeure

Force majeure events include, without limitation, acts of God, natural disasters, government orders, epidemics, pandemics, royal demise, civil disturbance, or breakdowns in telecommunication services. In such cases, cancellations will be handled in accordance with Section 8.5 (Justified and Accepted Cancellations).

Host-Specific Cancellation Policies

Some Hosts may include additional or modified cancellation terms within their individual Property Rules or Listing Descriptions.
Where a Host’s own cancellation policy is expressly stated in the Listing and accepted by the Filmmaker at the time of Booking, that Host-specific policy shall prevail over the general FLG Cancellation & Refund Policy, but only to the extent of such difference.

In all other respects, this FLG Policy shall continue to apply in full. FLG reserves the right to review and remove any Host-specific cancellation policy that is misleading, unreasonable, or inconsistent with local consumer protection laws or Platform standards.

This Cancellation, Rescheduling & Refund Policy forms an integral part of the Filming Locations Global Service Agreement (“FLGSA”). In the event of any inconsistency between this Policy and the FLGSA, the FLGSA shall prevail. By continuing to use the Platform or confirming a Booking, you acknowledge that you have read, understood, and agree to be bound by this Policy and the FLGSA in full.