Refund Policy

This policy explains how FrameVela AI handles paid credits, failed generations, and refund requests.

Credit Packs

Credit packs are digital goods used to run AI video generation and export workflows. Unused paid credits may be reviewed for refund eligibility if you contact us soon after purchase.

Failed Generations

If a provider request fails technically, FrameVela AI is designed to return the credits for that failed job. If a job succeeds but the result is aesthetically imperfect, credits are not automatically refunded because AI outputs can vary.

Examples of technical failures include a provider error, a job that cannot start, or a job that returns a failed status. Examples of output-quality issues include odd motion, face or pet distortion, changed product edges, or results that are usable but not what you hoped for.

Duplicate Or Accidental Payments

If you believe you were charged twice or bought the wrong pack, contact us with the order ID and payment email. We will review the request and respond as quickly as possible.

Live Launch Period

During early launch, generation quality and provider costs may change. We will keep pricing and refund rules visible before switching from test payments to live payments.

How To Request Help

Email support@cozyguidehub.com with your order ID, account identifier if available, and a short description of the issue.

For generation issues, include your FrameVela account ID from the account page, the approximate generation time, the selected template, and whether the job failed technically or completed with a poor-quality result. Do not send private photos unless support specifically asks for them.