What we promise, in writing.
Everything on this page is the actual policy, not a summary of one. If something here turns out not to be true of your order, that is our mistake to fix — write to hello@framewritten.com.
last updated 5 August 2026
What you get
One finished video file per order, plus everything that went into it:
- An MP4 — 1080p, H.264 video with AAC audio. It plays on every platform and phone we know of, and it is what Meta, TikTok, LinkedIn, YouTube and Google Ads all accept without conversion.
- The aspect ratio you chose — 9:16 vertical, 1:1 square or 16:9 wide.
- The length you chose, from 10 to 60 seconds.
- A voiceover, written for your video and mixed into the file.
- Captions, burned into the picture and timed to the voiceover, so the video works with the sound off.
- Your brand — the colours and logo we found on your site, and an ending card carrying your logo.
Every frame is generated: there is no stock footage, and no template that other customers' videos are also built from.
Delivery
Videos are built the moment you order. Most land in under 10 minutes. Longer videos take longer — a 60-second build is a bigger job than a 15-second one — and heavy demand can add to that.
Your dashboard shows the real stage the build is in while it happens (research, script, voiceover, visuals, frame checks, render). You do not have to sit and watch it: we email you when the video is ready.
If a build fails, you are not charged. The balance it used is returned to your account automatically, and the failure is shown on the order. You never pay for a video you did not receive.
Revisions
Open the delivered video in your dashboard and describe the change in plain English — “make the opening punchier”, “use our darker blue”, “cut the third scene”. You can scrub the timeline and pin the exact second you mean, and the studio rebuilds the video with that note in hand.
There is no limit on how many revisions you may ask for. A revision uses 10 seconds of your balance rather than a whole new video, because it is a rebuild rather than a fresh production.
A revision produces a new video; the previous cut stays in your dashboard, so you can always go back to it.
Refunds & the first-order guarantee
If your first paid video isn't right, we will redo it. Tell us what is wrong and we rebuild it at our cost. If the rebuild still is not right, email hello@framewritten.com within 14 days of that order and we refund it in full, to the card you paid with. No form, no justification required, no argument.
Beyond the first order, we refund any video that failed to deliver, delivered something other than what you ordered, or is unusable through a fault of ours. Unused balance is refundable within 30 days of purchase if you have changed your mind — write to us and we will send it back.
We do not refund videos that were delivered as ordered and simply were not chosen for a campaign; that is what revisions are for.
What you can do with the video
The finished video is yours, commercially, worldwide, in perpetuity. That explicitly includes:
- paid advertising on any platform — Meta, TikTok, YouTube, LinkedIn, X, Google;
- organic social, your website, email, sales decks, trade stands, anything;
- editing it, cutting it up, re-uploading it, using it as a base for other work.
You do not need to credit us, there is no per-view licence, and nothing expires. The voiceover is licensed for commercial use as part of the video.
We may show a video we made in our own showcase. If you would rather we did not, say so and we will not — before or after the fact.
What you are responsible for: that you have the right to the website, brand and assets you point us at, and that the claims on your site are ones you can stand behind. We write from what your site says.
The free preview
A new account gets one real video built for free. It is not a demo, a template or a sample of someone else's business — the full studio runs on your website, exactly as it does for a paying customer.
What is different:
- it is up to 15 seconds long;
- it plays in your dashboard exactly as it was built — nothing is added to the picture and nothing is held back;
- it cannot be downloaded until you buy.
The file is finished and held for you. The moment you buy anything — including the introductory first video — every locked preview on your account unlocks at no extra cost. You do not have to rebuild it, and you do not have to pay again for the video you already watched.
Your website, your assets, your data
What we collect
- Your website. We fetch the public pages you point us at — the same pages any visitor or search engine can read — and keep the text, colours, logo and images we extracted, so we can rebuild and revise your video later.
- Your brief and the choices you make in the order form.
- Your account: email address, name if you give one, and a hashed password. Passwords are never stored in a readable form.
- Payment is handled entirely by Stripe. Card numbers never touch our servers and we never see them.
- Basic analytics: pages viewed, where you arrived from, what you clicked. We use Google Analytics for this.
What we do with it
We use it to build your videos, to support you when something goes wrong, and to improve the studio. We do not sell your data. We do not use your brand, logo, copy or site content in any other customer's video.
Who else sees it
The processors we need to run the service: our AI model providers (for research, scriptwriting and the build), our voice provider (for the voiceover), Stripe (for payment), our email provider (for delivery notices), and our hosting provider. Each receives only what their part of the job requires.
Deleting it
Email hello@framewritten.com and ask. We will delete your account, your site data and your videos, and confirm when it is done. If you are in the UK or EU you also have the right to a copy of what we hold — ask for that the same way.
Billing
Everything is pay-once. There is no subscription, no monthly minimum, nothing to cancel and nothing that renews on its own. What you buy sits in your account until you use it, and it does not expire.
The introductory first-video price is one per account. Prices are in US dollars and include no hidden fees; your bank may charge its own currency conversion.
Payments are processed by Stripe. Your receipt comes from them, and we can always re-send one — just ask.
Anything else
A person reads hello@framewritten.com. If a policy on this page is unclear, or you think we have got something wrong, that is the address — you will get a real answer.