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Refund Policy

Last updated: 01.10.2026

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 or is cancelled for any reason, including a technical fault on our side or our providers' side or a model's safety filter stopping it, 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.

Your 14-day right of withdrawal

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a credit purchase within 14 days of the day the purchase is confirmed, without giving any reason. To withdraw, email hello@frameflow.tech from your account email before the 14 days end and say which purchase you are withdrawing from; a clear statement is enough. We refund you within 14 days of receiving your notice, to the card used for the purchase, at no cost to you.

Credits are digital content. They are added to your balance as soon as your payment is confirmed, and they are used when you start a generation. If you start a generation within the 14-day withdrawal period, you expressly ask us to begin supplying that digital content before the period ends, and you acknowledge that you lose the right of withdrawal for that purchase. What that means in practice:

  • No credits from the pack used. Within the 14 days you can withdraw and we refund the pack in full.
  • You have started using credits from the pack. The right of withdrawal has ended for that pack, because supply began at your express request. The pack is treated as in use and is not refundable, except where applicable law requires otherwise.
  • More than 14 days after the purchase. The right of withdrawal no longer applies, whether or not the credits were used.

The right of withdrawal is a consumer right and does not apply to purchases made for a business. Your rights in respect of a faulty service are separate from it and are not affected by any of the above.

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, in the currency you paid in. 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.