Service Agreement

Service confirmation and package assessment

Before ordering, the client must provide the script, content, purpose, duration, video or image aspect ratio, style references, and product and character requirements. Charm Million assesses Basic, Commercial or Premium according to the actual production requirements, not duration alone, and confirms the quotation before production.

In this agreement, “project confirmation” means written agreement on the package, scope, price and main content; “delivery” means Charm Million sends the first completed version or preview for the client to review; “one revision round” means one complete consolidated list submitted in that round; and “final output” means the version completed within the confirmed scope and ready for export.

• The client’s confirmation of a quotation, content or revisions by email, WhatsApp or another mutually agreed written channel constitutes project confirmation.
• Products, characters, scenes, shots, storylines, languages, aspect ratios or other content added after confirmation are not automatically included in the original quotation.
• If this agreement differs from a project quotation, the later written quotation confirmed by both parties takes precedence.
• “Working days” means Monday to Friday in Hong Kong, excluding Hong Kong public holidays, unless the project quotation states otherwise.
• A client confirming a project on behalf of a company or brand represents that they are authorised to accept the quotation and this agreement on its behalf.
• Verbal discussions become production instructions only after confirmation by email, WhatsApp or another mutually agreed written record.
• After receiving the relevant quotation and this agreement, confirming the project, requesting production to start, providing a complete brief or paying the deposit may constitute acceptance of the supplied quotation and agreement within the confirmed scope. Additional terms that were not supplied or confirmed do not automatically take effect.
• Assumptions not included in the formal quotation, brief or written confirmation do not automatically become Charm Million’s delivery obligations.
• The client must nominate one main contact. If multiple people give conflicting instructions for the same project, Charm Million may pause production and request a single consolidated written confirmation.

AI video packages and prices

The following are the base prices published on the website in Hong Kong dollars, based on final duration and production tier. The tier is confirmed in writing after the script and scope are agreed.

On mobile, scroll horizontally to view the full price table.

All video packages deliver one aspect ratio selected by the client, such as 4:3, 16:9, 9:16 or 1:1. Premium includes confirmed character dialogue and lip synchronisation; AI generation may result in slight millisecond-level differences.

• The duration limit concerns the final running time only. It does not allow unlimited additions to storylines, characters, products, scenes or production complexity. The confirmed brief and quotation define the actual scope.
• The one confirmed Complex Cinematic Scene included in Premium may contain multiple shots. No fixed shot-count limit applies within the confirmed duration, story and scope, but additional scenes, characters, storylines or running time are not included.
• Premium product accuracy control covers up to eight products from the same series within the confirmed content. More than eight products, a different series, or requests to show every product individually require separate confirmation of workload and price.
• Projects requiring a complete storyboard, narrative, structured advertisement or substantial campaign direction do not automatically qualify for Basic merely because the video is short.

AI image packages

AI images have two tiers only: Commercial and Premium. These prices apply to the same brand or product, creative direction and aspect ratio. One additional image with the Commercial five-image package costs HK$150. Other quantities and additional images outside Premium packages are priced according to the quotation confirmed by both parties.

On mobile, scroll horizontally to view the full price table.

• Each image is treated as an independent job, with its own price and revision count. Each includes two complimentary revisions.
• Commercial is suitable for product displays, brand key visuals, social advertising images and general commercial use.
• Premium is suitable for cinematic presentation, a recurring character or spokesperson, character or scene consistency, campaigns and advanced visual direction.
• Commercial does not guarantee identical characters, hairstyles, clothing or details across different images. Charm Million will aim for similarity based on the client’s references.
• Different backgrounds, product arrangements, characters or compositions in the same batch are handled according to each image’s workload and revision allowance. Being in one order does not automatically make all changes one shared revision.
• Image packages cover static final images. Animation, video, sequential imagery, character lip synchronisation, frame-by-frame animation and other non-static outputs require separate quotations.

Materials, references and product accuracy

• The client must supply clear, high-resolution, complete large product images, logos, packaging text and other necessary materials.
• Complimentary corrections of packaging text, logos or product details are available only when the client provides high-resolution large reference images. Such a correction still uses one revision for the affected image.
• If the client provides only low-resolution screenshots, blurred images or incomplete information, Charm Million does not undertake to reproduce packaging text, logos, proportions or details accurately.
• Changing the product version after the first draft may be handled as a complimentary correction if only the product changes and the original background and composition remain. If the change requires a complete new composition or image, it is treated as a new image and requoted.
• Complete, accurate and current materials must be supplied together before production. Later changes to versions, specifications, prices, packaging, logos, characters or advertising copy may incur additional charges for regeneration, scheduling disruption or third-party costs.
• Charm Million aims for consistency with the client’s references. A reference indicates a production direction, not a promise to reproduce third-party work, an artist’s style, a brand advertisement or a particular model output.
• The client must ensure that product information, prices, offers, functions, effects, specifications and advertising claims are truthful, current and lawful to publish. Charm Million does not carry out legal, medical, financial or product compliance reviews for the client.
• Adding previously unsupplied or unconfirmed product information, disclaimers, legal warnings or mandatory disclosures after production is additional work, not automatically part of the original scope.

Revisions and remakes

Each AI image and each video includes two revisions. A revision means one complete list submitted after receiving a version, not unlimited additions made item by item.

• Advanced Premium revisions may be included within the remaining complimentary allowance. An upgrade does not reset revisions already used.
• An upgraded Commercial image retains only its unused complimentary revisions. Once used up, additional minor revisions cost HK$60 per image per round.
• If only some images in a Commercial order require Premium work, only those affected images require the price difference. The whole order is not automatically upgraded.
• Changing spoken dialogue audio without regenerating lip synchronisation counts within the video’s included revision allowance.
• For a video made as one continuous shot, changes affecting more than ten seconds are treated as a major revision.
• Each round is one complete list submitted together. New items added after work on that round has started may count towards the next round or be quoted as extra work.
• Minor revisions must retain the confirmed concept, main composition, character settings, products, scenes and story direction. A change in subjective preference is not automatically a complimentary minor revision.
• Where multiple independent elements require regeneration of several shots or the whole image, Charm Million will explain the fee and scheduling impact before starting.
• Additional revisions and revised quotations require written client confirmation before work begins. The original schedule may pause pending that confirmation.
• The main contact should consolidate each round’s feedback. Separate feedback from different contacts may be grouped into the next round or handled as additional work.
• Splitting a request into multiple messages does not make every message part of one revision round. Charm Million assesses rounds based on the content and the time complete instructions are received.
• If changes involve regenerating confirmed shots, recording replacement voices, regenerating lip synchronisation, changing editing pace or rebuilding the entire composition, Charm Million may pause the changes and provide a new fee and schedule.
• Complimentary revisions apply only to the paid, confirmed original project and cannot be transferred to another project, image, video or future order.

Production process, scheduling and delays

1. Brief: the client supplies the brand, product, purpose, duration, aspect ratio, materials and references.
2. Confirmation: both parties agree the package, script or content, price, delivery date and revision scope.
3. Production starts: working time is counted after the deposit, all materials and client confirmation are received.
4. Delivery: Charm Million sends the current output or preview for review. The balance must be paid within three working days after delivery.
5. Revisions: once the balance is received, the client may submit revision instructions and arrange revision scheduling under this agreement.

• Basic and Commercial: normally two working days for videos of 30 seconds or less, and four working days for videos over 30 seconds.
• Premium: normally two working days for videos of 30 seconds or less, and four working days for videos over 30 seconds. Priority scheduling follows the order of completed written confirmation.
• All production and delivery time starts only after Charm Million has received the required deposit, complete production materials and necessary client confirmation. Paying on Monday does not start the full production clock if product images, voiceover, copy or brief approval arrive later.
• If capacity permits, delivery within 24 hours is available at +50%, or within 12 hours at +80%. Express time also starts after receipt of the deposit, all necessary materials and written client confirmation.
• After receiving a preview or revised version, the client must submit consolidated feedback within three working days. If no reply is received by then, that stage may be treated as confirmed and the project may continue or finish according to the existing schedule.
• Requests made after that deadline may be additional revisions, rescheduling or requotation, and do not automatically restore an expired production slot.
• Client-caused delays include late or replaced materials, late brief, script or voiceover approval, late replies, conflicting instructions, late payment and changes of direction. Paused time does not count as production time.
• After complete information or confirmation is supplied again, the original slot is not guaranteed to resume immediately. If it has been allocated to another project, Charm Million will reschedule according to current availability and provide a new estimated delivery time.
• Normal included revisions that do not change the confirmed scope are not client-caused delays. They are handled according to the remaining allowance and current schedule. Changes to the main character, story, main composition, product count, scenes or extensive regeneration are scope changes; the original deadline no longer applies and a new quotation and delivery date must be agreed.
• After 24 to 72 continuous hours without a reply, the project may pause and delivery may move accordingly. After seven calendar days, it may be removed from the original production schedule. After 30 calendar days, it may become dormant. Restarting depends on current availability and scope; dormancy alone does not automatically forfeit all payments.
• If Charm Million misses a confirmed standard delivery date because of its own work arrangements, it will notify the client promptly and provide a new estimated time. The base fee does not automatically increase if the confirmed scope is unchanged.
• Time awaiting clarification of conflicting feedback, incomplete information or further approval does not count towards Charm Million’s production working days.
• Express service exists only when Charm Million confirms availability in writing. A unilateral same-day or 12-hour request does not automatically secure an express slot.
• The 24-hour or 12-hour period begins when Charm Million confirms receipt of the deposit, complete materials and final brief. If this falls outside working hours, on a Hong Kong public holiday or during platform unavailability, the actual start time confirmed in writing applies.
• The client should pay and check the files within three working days after delivery. The payment deadline starts when Charm Million sends the first viewable output or preview, not when the client downloads, opens or approves it.
• The client must promptly report reception problems caused by their email, WhatsApp, download settings, device, account or network. Where there is no technical sending error, the sending record may serve as the delivery record.
• Late payment allows Charm Million to pause revisions and stop reserving the original slot, then reschedule after payment. Payment does not guarantee immediate restoration of the previous revision slot or delivery date.
• If Charm Million misses a written express deadline without client delay, third-party platform failure or another uncontrollable event, it may refund the express surcharge or agree a revised express delivery arrangement with the client. The base production fee is unaffected.

Payment, cancellation and refunds

• A 50% deposit is payable on confirmation. After Charm Million delivers the first completed version or current-stage output, the remaining 50% is due within three working days from delivery.
• Production formally starts only after the deposit, all necessary materials and written client approval of the content are received.
• The first completed version or preview may be sent for review and approval. Sending it does not grant full usage rights to an unpaid project.
• Creative revisions, content changes and new work require payment of the balance first. Before receipt of the balance, such requests are not formally accepted, do not use the complimentary revision allowance and are not scheduled.
• Before payment, the client may report in writing an unreadable file, missing confirmed export or obvious technical error. These objective technical issues are not creative revisions; style preferences, story changes and new requests are excluded.
• After the balance is received, Charm Million handles confirmed revisions and supplies the revised version, high-resolution watermark-free output or other included final exports.
• Late payment allows Charm Million to pause production or delivery and reschedule. Resulting delays are not delays attributable to Charm Million.
• Payment is recognised when funds are actually received. A payment screenshot or instruction is not proof that Charm Million has received the funds.
• The client must not unilaterally deduct, withhold or set off undisputed confirmed amounts because of unagreed creative changes, subjective dissatisfaction, advertising performance or third-party rejection. Specific technical concerns should first be described in writing with locations and supporting information for resolution under this agreement.
• After the first usable version is delivered, cancellation, non-response or non-use does not remove the obligation to pay reasonable amounts corresponding to completed work, delivered content and incurred direct costs. If no usable output exists, settlement follows the actual level of completion.
• Deposits are generally non-refundable for cancellation after confirmation or during production, as they reserve production time and cover costs already beginning to arise.
• If production has started and the client cancels or stops replying for an extended period, Charm Million may require reasonable outstanding sums for completed work, incurred third-party costs and confirmed extra production charges.
• A complete change of direction, main character, story, product count or main composition does not automatically continue the original project. Completed work and new work are requoted.
• If Charm Million confirms that it cannot provide a deliverable within the confirmed scope, it will first discuss a reasonable alternative. If no workable alternative is agreed, the deposit received for the affected project will be refunded in full.
• Refunds apply only to the scope agreed in writing. Completed, delivered, used or non-refundable third-party portions may be deducted according to the circumstances. If termination results from Charm Million’s inability to provide usable output within the confirmed scope, unfinished work is not a reason for a deduction.
• All prices are in Hong Kong dollars. Final image quantities and special requirements are governed by the confirmed quotation.

Delivery, usage rights and source files

• After full payment, the client receives a non-exclusive, worldwide, perpetual licence to use the delivered final output for its own website, social media, online advertising, paid advertising and brand promotion.
• Unless the quotation states otherwise, unpaid previews must not be published, resold, transferred or provided to a third party for formal commercial use.
• AI-generated music and voices used in this service are supplied for the confirmed commercial use of the project, including paid advertising.
• The client must obtain lawful commercial licences for third-party images, music, fonts, likenesses, voices, logos and other materials it supplies.
• Real likenesses, real voices, voice cloning and AI spokespersons require prior authorisation from the relevant person.
• Packages include the publishable final output, not project files, unedited materials, prompts, negative prompts, model settings, production templates, the full workflow or internal information that could reproduce the work.
• Prompts, model settings, workflows, templates and internal production methods are Charm Million’s proprietary confidential information and are not supplied or disclosed. The client receives output usage rights, not a transfer of generation methods or production technology.
• Television, cinema, outdoor media or use outside the original licence scope require separate confirmation before production.
• The client must download and back up final files. Charm Million normally retains working files and delivery links for 60 days after final delivery; retention, re-export or recovery after that period is not guaranteed.
• Publishing, advertising with, or accepting the final version in writing may constitute acceptance of that version. Later requests follow this agreement’s revision and requotation rules.
• Unless otherwise stated, the client receives usage rights, not moral rights, an exclusive buyout, model-training rights, ownership of source materials or a guarantee that no other AI output will be similar.
• The client may have its commissioned advertising agency, media agency or production partner publish fully paid output on its behalf. The work must not be independently resold, sublicensed, made into a template or supplied to unrelated parties for separate commercial use. Independent brands, franchisees or the client’s clients as actual users must be identified before production.
• Before publication, the client should check subtitles, voices, products, trademarks, prices, offers, links and platform specifications. Changes, removal or re-export after publication may be treated as new work.

AI generation limitations and responsibilities

Charm Million aims to control visual quality using the confirmed materials, references and direction. AI generation may produce differences in products, characters, text, logos, hands, lip synchronisation, lighting or scene details. The client should check final output before publication and request reasonable corrections within this agreement.

• Charm Million aims to minimise generation risks but does not guarantee every AI detail will match a reference exactly.
• Advertising approval, reach, clicks, conversions, sales and other commercial results are not guaranteed.
• The client is responsible for product information, claims, trademarks, personal authorisation and publication content meeting its industry and platform rules.
• Illegal, fraudulent, defamatory, infringing, impersonating, unsafe or platform-prohibited content must not be requested. Charm Million may refuse or pause such requests.
• The client must handle and bear responsibility directly arising from its materials, instructions, product claims or publication methods if they cause third-party complaints, claims, takedowns or proceedings.
• Before publication, the client should verify product names, prices, offers, specifications, warnings, trademarks, subtitles and legally required disclosures.
• AI outputs may not be unique and may resemble public or other clients’ AI outputs in composition, colour, character features or general visual elements. Global uniqueness is not promised.
• Third-party requests to change, remove or resubmit AI content do not automatically qualify as complimentary revisions; treatment depends on the cause and workload.
• Charm Million does not guarantee product compliance, copyright clearance or advertising approval to regulators, advertising platforms, trademark registries or other third parties on the client’s behalf.
• For safety, legal, platform-policy, technical-feasibility or third-party-rights reasons, Charm Million may refuse content, change production methods or propose a workable alternative.

Client information, privacy and confidentiality

• The client authorises use of supplied text, images, video, logos, product information and other materials for quotation, production, revisions, delivery, technical support and transaction records.
• If materials contain identifiable likenesses, voices, names, contact details or other personal data, the client must provide the required notices and obtain consent, and have authority to supply the materials to Charm Million and the third-party tools or services necessary for production.
• The client should not upload identity documents, medical information, banking information, passwords or other unnecessary sensitive personal data without authorisation.
• Generation, conversion, storage, transmission or technical processing may use third-party AI, cloud or software services selected by Charm Million. The client confirms the necessary authority for this processing and acknowledges those services may have their own terms and retention arrangements.
• Both parties must keep non-public commercial information obtained during the project confidential, except information already public, lawfully obtained from a third party, independently developed or required to be disclosed by law.
• Portfolio display is permitted only after the client has publicly released the work or related campaign and without disclosing non-public commercial information. A client wishing to prohibit display even after public release should state this in writing on project confirmation.
• After completion or termination, necessary records may be retained for legal, accounting, dispute and backup purposes. Other working files follow this agreement’s retention period.
• Requests to delete working files before the retention period ends will be handled where reasonably practicable. Immediate or complete deletion from third-party services, legal or transaction records, or backups that cannot be promptly removed is not guaranteed.
• Unless otherwise agreed in writing, Charm Million does not sell client information or use non-public client commercial information for public promotion. Portfolio use follows the publication and confidentiality arrangements in this agreement.

Third-party tools and events beyond control

• AI generation, cloud storage, voices, fonts, music, conversion, sending and delivery may involve third-party platforms. Charm Million selects suitable tools, but their terms, model updates, regional restrictions, policies, outages and account status are not entirely within its control.
• Where third-party tools, networks, power, equipment, platform policies, government measures, natural disasters, illness, strikes or other events reasonably beyond control actually affect production, delivery may be extended reasonably according to the actual impact. Charm Million will notify the client promptly and explain the new estimated time.
• Alternative tools or methods will be used where reasonably practicable, but identical effects, speed or consistency are not guaranteed. If an uncontrollable event prevents continuation for an extended period, the unfinished portion will be settled reasonably according to completed work and non-refundable direct costs.
• If a third-party service restricts a material, voice, model or use, Charm Million will notify the client when aware and may propose alternatives or requote.
• Suitable production staff, editors, voice services or technical providers may assist, with their scope and confidentiality managed as necessary.
• Third-party materials, music, voices, fonts, models and software are subject to their own licence terms. If these affect a confirmed use, Charm Million will notify the client when reasonably aware.
• If the client requires a particular AI platform, model, provider or account, the client acknowledges and accepts its restrictions, charges, review, outage and output risks. Unless otherwise agreed, use of a specified tool is not guaranteed.

Liability, disputes and governing law

• Objectively verifiable technical problems should be reported within seven working days after receipt, with their location and reproducible information. Charm Million will correct them or provide a workable solution within a reasonable time.
• Disliking a style, changing subjective preferences, requirements not raised at confirmation, or differences caused by a later change to the brief are not objectively verifiable technical problems.
• Except liabilities that applicable law does not permit to be excluded, Charm Million’s total liability for a project is limited to the amount actually paid for the affected project.
• To the extent permitted by law, Charm Million is not liable for indirect loss, expected profit, advertising budgets, goodwill, sales, data or third-party claims. This does not remove the client’s responsibility for its supplied materials, instructions or advertising claims.
• Non-delivery, delay or extra costs arising from failure to supply materials, give approval or pay as agreed are not a breach by Charm Million.
• For third-party claims arising from client materials, insufficient licences, product claims, likeness or voice use, trademarks, instructions or publication methods, the client must reasonably assist and bear reasonable losses and costs directly caused by those client matters. This does not apply to Charm Million’s non-excludable statutory liabilities.
• Failure to identify a specific technical problem within seven working days, or publication, advertising or third-party use of the output, may constitute acceptance of that version. Later work follows the remaining revision allowance or a new quotation.
• The parties should first attempt written resolution for 14 days. Unresolved disputes are governed by Hong Kong SAR law and handled by Hong Kong courts, except where applicable law provides otherwise.
• If a provision is invalid or unenforceable, the rest remain effective. The parties should replace that provision with a lawful enforceable one closest to its original commercial purpose.
• Not immediately enforcing a right does not waive later enforcement. Amendments or waivers must be confirmed in writing.

Application of this agreement

This agreement explains the parties’ working scope. Unlisted services, revisions, uses, formats, languages, aspect ratios or deliverables require written agreement before production. Mandatory Hong Kong law prevails where a term conflicts with it.

• This agreement, the formal quotation, confirmed brief, revised quotations and written confirmation records form the complete commercial arrangement for the project. Unconfirmed verbal promises, assumptions or third-party accounts do not replace them.
• Notices, approvals, payment requests, schedule changes, revision quotations and termination notices should use the agreed email or WhatsApp channel and retain verifiable dates and content.
• Payment, refunds, confidentiality, data processing, usage rights, prompts and internal information, liability limitations and dispute provisions survive completion or termination.
• This agreement creates no employment, partnership, agency or joint venture. Neither party may make commitments for the other without separate written authority.
• If Chinese and other-language versions exist, the Chinese meaning prevails unless the quotation states otherwise.