Refund Policy
Last updated: June 2026
This Refund Policy explains when and how refunds are provided on Frameflow, operated by Bruo Systems Limited, 2c Grangegorman Lower, Smithfield, Dublin, Ireland, Reg. 765033. It should be read together with our Terms of Service, Payment Policy, and Cancellation Policy. It does not affect any mandatory rights you have under applicable consumer law.
Failed renders
If a video render fails for technical reasons on our side or our providers' side, the credits for that render are returned to your balance automatically. You do not need to contact us, and no separate refund is required, because the credits remain available for you to use.
Unused credit packs
Unused credit packs can be refunded within 14 days of purchase, in line with EU consumer rights, provided the credits in that pack have not been used. Once you have started consuming credits from a pack, that pack is treated as in use and is generally non-refundable, except where applicable law requires otherwise.
What is not refundable
The following are generally not eligible for a refund:
- credits that have already been consumed to generate videos
- generations that completed successfully but did not match your expectations, since output from AI models is automated and cannot be guaranteed
- purchases where we reasonably determine that the refund request is fraudulent or abusive
How to request a refund
To request a refund of an unused credit pack:
- email hello@frameflow.tech from the email address registered to your account
- include the approximate purchase date and any transaction reference from your invoice
- tell us briefly why you are requesting the refund
We aim to respond within 5 working days. We may need to verify your identity and purchase before processing a refund.
How refunds are paid
Refunds are returned to the card used for the original purchase. We do not issue refunds by any other method. The time it takes for a refund to appear on your statement depends on your bank or card issuer.
Contact
For refund requests or questions, email hello@frameflow.tech.