Lens Refund, Cancellation and Payment Policy (pending counsel review)

Effective October 5, 2026. Lens is operated by MAD Monkey Media LLC ("MAD Monkey Media", "we"), Dallas-Fort Worth, Texas. Questions: legal@madmonkey.media

Payments and fees

• Bookings paid through Lens run on MAD Pay, the MAD Monkey Media payment service, and its card processor. Lens never stores card or bank details.
• Lens charges a booking fee only when a booking is paid through Lens: a 5% client fee and a 5% talent fee, on every plan. $5.00 minimum on the combined fee. Inquiries, messages and crew requests are always free.
• Card processing is passed through at cost on its own line.
• Pro payouts are sent after the job, less the talent fee and card processing. New pros may have a short payout hold while their first bookings complete.

Today (beta)

During beta Lens takes no live payments. Quotes, inquiries and crew requests never charge anything. If you add a card to unlock a paid plan during beta, it is charged at launch (the end of Jungle Week) only if you are still on a paid plan then; switch to Free before then and nothing is charged. Any payment you make to a pro outside Lens follows the terms you agree with that pro.

Lens plans (when billing opens)

• Cancel any time in Settings, Plan and billing. Your plan stays active until the end of the period you paid for, then moves to Free.
• Monthly plans are not refunded for partial months.
• Annual plans can be refunded in full within 14 days of the first annual charge.
• Founders rates stay locked for the stated period only while the plan stays active.

Bookings paid through Lens: the pro's cancellation preset

Each pro picks one of three cancellation presets. The preset is shown before you pay and is saved with your booking.

• Flexible: Full refund until 48 hours before the start. 50% refund after that.
• Standard: Full refund until 7 days before the start. 50% refund from 7 days to 48 hours. No refund inside 48 hours.
• Strict: 50% refund until 14 days before the start. No refund after that.

• If the pro cancels, or does not show, the client gets a full refund, whatever the preset.
• Times are counted to the booked start time, in the time zone of the job.

Lens fees on a refund

• Lens refunds its own fee on any refund: the client gets the client-side Lens fee back, and the pro is not charged the pro-side Lens fee.
• This applies to any refund, full or partial: Lens keeps none of its booking fee on a refunded booking.
• If a cancellation is not refundable under the preset, the booking and its fees stay as paid.
• Card processing costs may not be returned by the card processor.

Disputes

Disputes go to the pro first; MAD Monkey Media can help mediate but does not guarantee outcomes, and Lens does not hold funds in escrow.

How to ask for a refund

For a Lens plan, contact MAD Monkey Media through madmonkey.media/contact. For a booking, message the pro from your Lens inbox first, or cancel the booking from your Lens account.

Questions

Questions: legal@madmonkey.media. For anything else, contact MAD Monkey Media through madmonkey.media/contact.