Hi Ruth,
We’re sorry that the publication process did not go as smoothly as it should have.
An incorrect version of your animation was mistakenly uploaded initially. We acknowledged the error, removed it and replaced it with the approved version as soon as it was brought to our attention. A subsequent caption issue was also corrected by our team.
Importantly, the incorrect version had not been included in our planned dissemination campaign. Once the approved version was live, we also carried out additional promotional activity as a gesture of goodwill.
We understand that you subsequently requested further compensation, including additional paid marketing and a partial refund. We considered those requests carefully but did not feel they were proportionate given that the final approved animation had been delivered, the publication issues had been corrected, and additional promotion had already been provided.
We certainly regret and apologise for the initial publishing error, and appreciate you bringing it to our attention. We believe our team acted quickly and reasonably to put things right once the issue was identified.
We remain extremely proud of the finished animation. It is a fantastic piece and we’re pleased to see it gaining strong traction.
We wish you every success with your research and, despite this experience, hope we may have the opportunity to work together again in the future and change your opinion of SciTube.