FRAMEVIVA
Refund Policy
One-time orders, delivery issues and quality concerns.
Version 2026-10-16.2 · Last Updated: October 16, 2026 · Effective: October 16, 2026.
Public checkout is closed. The current technical preview charges no real money; a mock refund is only a test state change. This policy sets out the confirmed principles for future one-time video orders, without representing that real refund execution has already been verified.
Refund and remedy principles
- Duplicate charges: once verified, the amount charged in error will be refunded.
- Generation failure or inability to deliver: after checking the order and provider status, we offer a refund or an alternative remedy you agree to. An uncertain submission must be reconciled before another generation is attempted.
- Quality concerns after successful generation: email the order reference and describe the specific defects. We assess the delivered result against the service description and your applicable rights. A technically successful task does not by itself settle a quality complaint. AI variability does not remove rights to remedies for a defective or misdescribed service.
A late or missing email is investigated separately from video availability. We first check the existing order and delivery link; we do not automatically charge or generate again. Generation time is estimated, not a guaranteed deadline.
How to request review
Email delivery@frameviva.com with the order reference, order email and an explanation of the issue. You can also use the refund-review option on an available private order page. A request records a case for manual review; it is not confirmation of approval or completed payment reversal. A pending request can pause generation and downloads while reviewed.
If a monetary refund is approved, it is handled through Waffo Pancake and the applicable payment process. Exact availability and settlement timing must be verified for the order; we do not promise an automatic refund or a fixed number of days. Any alternative compensation requires your agreement. We do not impose an unverified seven-day claim limit or exclude rights solely because AI generation succeeded.
Legal rights and delivery access
Nothing in this policy limits mandatory consumer remedies, applicable withdrawal rights or payment-provider dispute rights. Contacting us does not suspend external deadlines. A confirmed refund revokes video delivery access. Deleting files is separate from requesting or completing a refund. See the Privacy Policy for necessary retained records.
Related policies: Terms of Service · Privacy Policy · Refund Policy · Contact.