Frequently Asked Questions
Everything you need to know before subscribing. If your question isn't here, email us.
Plans and deliverables
How many videos do I get per month?
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Starter: 2 long-form videos + 10 short clips. Growth: 4 long-form videos + 20 short clips + 10 retention clips + thumbnails. Agency: 8 long-form videos + 40 short clips + 80 retention clips + thumbnails with motion + dedicated editor + weekly strategy call.
What counts as a "long-form" vs a "short clip"?
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A long-form video is your main content piece — typically 5–60 minutes, formatted for YouTube, LinkedIn, or podcast platforms. Short clips are vertical (9:16) cuts under 90 seconds, optimized for Reels, TikTok, and YouTube Shorts. Retention clips are shorter re-hooks (15–30s) designed to increase watch time across platforms.
Do unused deliverables roll over?
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No. Each billing cycle resets your deliverable count. If you're consistently not using your full allocation, consider switching to a lower plan — you can upgrade again anytime.
What export formats do you deliver?
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MP4 (H.264 or H.265) at the resolution you need — typically 1080p or 4K for long-form, and 1080x1920 for vertical shorts. If you need a specific format, codec, or bitrate for a platform, tell us in the brief and we'll match it.
What don't you edit?
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We don't do music videos, wedding or event films, heavy 3D animation or VFX, scriptwriting, filming, or stock footage sourcing. We edit what you record. If you're unsure whether your project fits, ask us before subscribing.
Process and turnaround
How fast do you deliver?
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Turnaround depends on your plan. Agency: 72 hours. Growth: 1 week. Starter: 2 weeks. The clock starts when we confirm receipt of your raw footage and approved brief — not when you upload. Weekends and holidays don't count.
What happens after I subscribe?
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You get access to your member area. First step: fill out the kickoff brief — your style preferences, brand guidelines, dos and don'ts, reference videos. This becomes the default for all your projects so you don't repeat yourself every time. Then upload your first raw footage and we start.
What counts as a "revision"?
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A revision is one round of change requests for a single video. "Cut the intro shorter, change the music at 2:30, add a lower-third at 5:00" — that's one revision. We process revisions within 48 hours. Revisions are unlimited. However, requests that fundamentally change the project scope (entirely new concept, different raw footage) may be treated as a new deliverable.
Do I need to change how I record?
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No. We work with whatever you record — phone, DSLR, webcam, screen recording. After the kickoff brief, we can send you an optional 1-page recording guide with tips that make editing faster (better audio, consistent framing), but it's not required.
How do I send you my raw footage?
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Through your member area. You can upload files directly or paste a link from Google Drive, Dropbox, or any file-sharing service. For large files (over 5GB), a link is usually faster.
Editors and quality
Are your editors human or AI?
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Human editors. We use AI tools to speed up specific tasks (auto-captions, silence removal, initial color matching), but every creative decision — cuts, pacing, music selection, effects — is made by a human editor who knows your brand.
Will I always have the same editor?
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On the Agency plan, yes — you get a dedicated editor. On Starter and Growth, we assign editors based on availability and expertise, but your style brief ensures consistency regardless of who edits.
What time zones do you work in?
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We're based in Brazil (GMT-3) and work with clients across the US, UK, Canada, and Australia. Communication is async — you upload when convenient, we deliver on schedule. No need to align time zones.
Billing and guarantee
How does the 14-day guarantee work?
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If you're not satisfied within 14 days of your first payment, email pontomp4.suporte@gmail.com and we'll process a full refund within 5 business days. No forms, no calls, no questions. This applies to the first billing cycle only.
What if you deliver late?
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If we miss the contractual delivery date for any project, that video is free — the cost is credited to your next billing cycle. The delivery date is when we make the first draft available for review.
How do I pause my subscription?
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Email us 7 days before your next billing date. Billing stops immediately. Your editor slot is reserved for up to 60 days. Resume anytime by emailing us — billing restarts at the beginning of your next cycle.
How do I cancel?
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Email us. No cancellation fee, no lock-in period. Any projects in progress at the time of cancellation will be completed and delivered. Your access to delivered files remains for 30 days after cancellation.
Can I change plans?
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Yes. Upgrade or downgrade at any time. Changes take effect at the start of your next billing cycle. If you upgrade mid-cycle, you get immediate access to the higher plan's deliverables for the remainder of that cycle.