Cancellation and refund policy
Clear rules for cancellations, refunds and file-access problems
This policy explains how you may request a cancellation or refund for a product or service purchased through the FirstFrame platform. FirstFrame is an instantly delivered digital product, so the rules below should be read before purchasing together with our Terms & Conditions.
1. Cancellation and refund summary
- A cancellation or eligible refund request must be submitted within 3 days of placing the order.
- Because the complete FirstFrame package is supplied digitally and made available immediately after successful payment, a change-of-mind cancellation is generally not available after the download or access link has been provided.
- We will review requests involving duplicate charges, payment without delivery, damaged or defective files, incomplete files, or content that is materially different from what was described on the website.
- If a refund is approved by FirstFrame, we will initiate it through the original payment method within 3 working days. The payment provider or bank may require additional time to credit the amount.
2. Cancellation requests
Cancellations will only be considered when the request is made within 3 days of placing the order. A cancellation may be approved where payment has been made but the digital product has not yet been delivered or made available to you.
FirstFrame is normally delivered immediately after a successful payment. Once the full package or its download link has been provided, the order is treated as delivered and cannot generally be cancelled merely because you changed your mind, no longer want the product, purchased it by mistake, or did not use it.
3. Digital-product delivery
FirstFrame is a downloadable educational package containing PDFs and TXT prompt files. Digital material cannot be physically returned after it has been delivered. For this reason, change-of-mind refunds are not offered once access has been provided, subject always to any mandatory rights available under applicable law.
If payment succeeds but the download page does not open, this is treated as a delivery problem rather than a completed delivery. Contact us and we will provide access or review the payment for a refund where delivery cannot be completed.
4. Damaged, defective or incomplete files
If you receive a damaged, defective, corrupted or incomplete digital file, please report it to support@getfirstframe.com within 3 days of receiving the product. We will check the issue and, where confirmed, provide a working replacement file. If we cannot provide a working replacement, the request may be approved for a refund.
Even after the 3-day refund-request window has passed, we will continue to help genuine buyers with file-access problems and replace a broken FirstFrame file where reasonably possible.
5. Product not as described
If you believe the product received is materially different from the description shown on the website at the time of purchase, you must notify our customer service team within 3 days of receiving the product. Explain the specific difference and include any relevant screenshot. After reviewing the complaint, FirstFrame will take an appropriate decision, which may include clarification, replacement of an incorrect file, delivery of a missing file, or an approved refund.
A refund is not available merely because the educational material did not produce the views, earnings, monetization approval or other results you hoped for. Results depend on originality, execution, consistency, audience, costs, platform eligibility and decisions made by third-party platforms. FirstFrame does not guarantee any result.
6. Duplicate, failed or incorrect payments
- Duplicate charge: If you are charged more than once for the same order, the verified duplicate payment will be refunded through the original payment provider.
- Payment taken but no access: If a payment is successful and access is not provided, we will first help deliver the product. If delivery cannot be completed, the payment may be refunded.
- Failed or pending payment: If your bank or provider shows a debit for a failed or pending transaction, its own reversal and settlement process applies. Send us the payment reference if you need help checking the status.
7. Refund review and processing
All cancellation and refund requests are reviewed by FirstFrame using the information supplied by the customer and the payment or delivery records available to us. Submitting a request does not automatically guarantee approval.
Where a refund is approved by FirstFrame, it will be initiated to the original payment method within 3 working days. After initiation, UPI providers, card issuers, banks and payment gateways may take additional working days to credit the amount. We cannot control their settlement timelines.
8. Physical-product provisions do not apply
FirstFrame currently sells a digital product only. There is no physical shipping, doorstep delivery, perishable item or manufacturer warranty. Therefore, rules relating to cancelling an order after a seller has started shipping, rejecting a parcel at the doorstep, perishable goods such as flowers or eatables, damaged physical goods and manufacturer warranties do not apply to this purchase.
9. Situations that are not normally refundable
- Changing your mind after the digital package or access link has been delivered.
- Not downloading, opening, reading or using the files after access was provided.
- Expecting guaranteed views, income, monetization approval, followers, reach or business results.
- Being unable to use a third-party AI or editing tool because of that provider's pricing, availability, regional restrictions or account rules.
- A later reduction, increase or promotional change in the product price.
- Sharing, reselling, uploading or otherwise using the files in breach of the Terms & Conditions.
10. How to request help, cancellation or refund
Email support@getfirstframe.com within the applicable 3-day period and include:
- Your payment date and amount.
- The payment reference or order ID supplied by the payment provider.
- A clear description of the problem and what resolution you are requesting.
- Relevant screenshots or error messages if a file is damaged, incomplete or different from the website description.
- The device and browser used if the issue concerns downloading or opening the package.
We aim to acknowledge requests within one working day. Please contact us before raising a payment dispute so we have the opportunity to resolve a genuine delivery or payment problem directly.
11. Statutory rights
Nothing in this policy excludes or limits any right that cannot lawfully be excluded under applicable consumer law. If mandatory law provides you with rights beyond this policy, those rights will continue to apply.