A fair policy, explained before you purchase.

1. Your statutory rights come first

Nothing in this policy excludes, restricts or modifies consumer guarantees under the Australian Consumer Law or another mandatory law. If a service has a major problem, you may be entitled to cancel and receive a refund for the affected or unconsumed service. If a problem is minor, PFRAME will have a reasonable opportunity to fix it.

2. Change of mind

PFRAME is not required to provide a refund simply because you changed your mind. However, if you contact us before editing or other project work has started, we will normally cancel the order and refund the amount paid.

Once work has started, any voluntary change-of-mind refund or credit is assessed fairly according to the work already performed and committed project costs. This does not limit mandatory rights.

3. Start Pack and one-time orders

A Start Pack may be cancelled for a full refund before work begins. After work begins, the included revision process applies. If PFRAME cannot supply the agreed service, we will offer an appropriate re-performance, credit or refund for the unperformed portion.

4. Monthly subscriptions

You may cancel at any time before the next renewal date through the available billing method or by emailing studio@pframevideo.com. Cancellation prevents future renewals; access to the current paid production period continues until that period ends.

Current-period fees are not normally prorated for change of mind or unused capacity. If PFRAME materially fails to provide the paid service, available remedies may include re-performance, a credit or a refund for the affected portion, depending on the circumstances and applicable law.

5. Custom projects

Custom-project deposits, milestones and cancellation charges are stated in the accepted quote. A cancellation amount must reasonably reflect work performed and non-cancellable costs; it is not a penalty and does not override consumer guarantees.

6. Revisions and service concerns

Contact us promptly with the affected file, a clear description and the outcome requested. We will first use any included revisions or re-perform a remediable service issue within a reasonable time.

A creative preference that was not part of the agreed brief is usually handled as a revision or scope change, rather than a service failure. Technical defects, missing agreed deliverables and material departures from the written brief will be assessed on their facts.

7. Client delays and unusable material

Delivery dates depend on receiving complete, lawful and usable source files and timely feedback. Client delay, missing permissions, corrupted files or a material change of brief do not automatically create a right to a refund, although we will try to reschedule the work reasonably.

8. How to request a cancellation or refund

• Email studio@pframevideo.com with the order email, plan or invoice, affected deliverable and reason for the request.
• Include supporting files or screenshots where they help explain a service problem.
• We aim to acknowledge the request within 5 business days and explain the proposed remedy.
• Approved refunds are returned to the original payment method. Bank and payment-provider processing times may apply.

9. International customers

PFRAME is designed primarily for business customers. If you purchase as an individual consumer and mandatory cancellation or withdrawal rights apply in your country, those rights are not excluded. If you expressly request immediate performance during a statutory withdrawal period, you may be responsible for the proportion of services already performed where the law allows.