Draft for legal review. This page has not been reviewed by a lawyer and is not yet in effect. Bracketed items are placeholders to complete before launch.
Refund Policy
This Refund Policy explains when DoorFrame refunds charges. It is part of the Terms of Service.
When you are charged
- Videos are charged to your saved card when you purchase them, as one itemized invoice per purchase. Production starts only after payment succeeds.
- Human revisions are $5 each, charged when you send the request.
- Membership ($49/month, optional) is billed monthly in advance.
What we refund
| Situation | What happens |
|---|---|
| Our editors return a revision because they cannot make it | The $5 revision fee is refunded automatically to the card that paid it. |
| A video has a defect we caused (for example a broken render, a wrong photo, garbled text) | Report it in the app at no cost and we fix it. If we cannot deliver a working video, we refund that video. |
| A purchased video cannot be produced at all | We refund that video in full. |
| You cancel a video before it starts processing | Contact support; we refund it in full. |
| A payment you did not authorize or a duplicate charge | We refund it in full once confirmed. |
| A finished, delivered video you simply no longer want, or a change of taste after delivery | Not refundable. Use a $5 human revision or edit the video yourself for free. |
| Membership | Cancel any time in Billing; you keep member prices until the end of the paid month. Partial months are not refunded, except where the law requires. |
Founding Partner benefits, discounts and free listings have no cash value. A refunded video purchase stops counting toward volume and Founding Partner requirements.
How refunds are paid
Refunds go back to the original card through Stripe. Stripe emails a refund receipt; banks usually show the refund within 5 to 10 business days. Refunds you are owed are never paid as credit unless you ask for that.
How to ask
Email support@doorframevideo.com within 30 days of the charge with the listing address and what went wrong. Nothing in this policy limits rights you have under consumer protection law. [Counsel to confirm.]