Delivery policy

Delivery timelines

The clock starts on the business day after both of these are done: your brief is submitted and your payment is recorded. Business days are Monday to Friday, excluding public holidays in India.

For packages of 5 or 10 videos, previews may arrive in batches as each video is ready. The exact time within that range depends on how many revision rounds you use and how quickly you send any inputs we ask for.

How you receive your videos

1. You send a request and get a private link to your project page. Save it, because we show it only once.
2. You pay on that page. Right after payment, you fill in the brief and upload product photos and references.
3. We post the preview on the page. You approve it or send notes for your revision round.
4. We upload the final files. You download them from the same page.

Final videos are MP4 files, up to 30 seconds long, in the format agreed for your project (9:16 unless agreed otherwise). Your order counts as delivered when the final files are available to download on your project page.

If something delays delivery

• If we need more information or better product photos, we ask on your project page. The clock pauses until you reply.
• If we expect to miss a date, we tell you on your project page before that date, with a new date.
• If we cannot deliver a video you paid for, we refund you in full for that video. See the refund policy.

Access to your files

Your project page link works for 90 days from when it was created. Please download your final files within that time. For 12 months after delivery, email care@onsetframe.com with your project reference and we will send you a new link. After that, we delete project files as described in our privacy policy.

Questions about delivery

Email care@onsetframe.com or message us on your project page. We reply within 1 business day.