Refund, return and cancellation policy
Last updated 18 September 2026
Every OnsetFrame video is made to order for your product. Production starts as soon as your payment is in, so all payments are final and not refundable. This page explains the few exceptions and how long they take. Business days are Monday to Friday, excluding public holidays in India.
Payments are final
- Once you pay, your order cannot be cancelled or refunded. This applies to single videos and to 5 and 10 video packs.
- Unused videos in a pack are not refunded.
- We do not refund because an ad did not get the views, clicks or sales you hoped for, or because an ad platform rejected it for reasons outside the video, such as your account, product category or landing page.
If you are not happy with a preview, send us your notes. Your revision round is there to fix it, and we send the updated preview within 3 business days.
Cancelling before you pay
You can cancel a project request at any time before you pay. Nothing has been charged, so there is nothing to refund.
The only cases we refund
- You were charged twice for the same order, or charged for a payment that failed. We refund the extra amount.
- We cannot deliver a video you paid for. We refund that video in full.
| We reply to your request | Within 2 business days |
|---|---|
| We start the refund | Within 5 business days |
| Money reaches your account | Usually 5 to 7 business days after we start it |
Refunds go back to the payment method you used. We cannot refund to a different account or in cash.
Returns
We deliver digital files, so there is nothing to send back and nothing to return. If a final file is damaged, will not play or does not match the preview you approved, tell us within 7 days of delivery and we replace it within 2 business days, at no cost.
How to reach us about a payment
Email care@onsetframe.com or message us on your project page. Include your project reference, which starts with OF-. Enterprise and custom projects follow this policy unless your written quote says otherwise.