Terms of Service

Welcome to Framesail ("Company," "we," "us," "our"). These Terms of Service ("Terms") govern your access to and use of our platform, including any associated software, websites, content, and services (collectively, the "Service"). By creating an account, purchasing a subscription, or otherwise using the Service, you ("Customer," "you," "your") agree to be bound by these Terms.

If you do not agree to these Terms, do not use the Service.

1. Description of the Service

Framesail provides an AI-powered content generation platform that allows users to produce video content, images, audio, and related media using third-party AI models (including but not limited to Google Gemini, Veo, ElevenLabs, and others) accessed through our infrastructure. Use of the Service consumes "Credits," which represent your allocated usage capacity under your active plan.

1.1 Operating Modes

The Service is available in two operating modes:

Standard Mode — Our managed pipeline. We handle prompt construction, model selection, and orchestration of the underlying AI models. You provide your topic or creative direction, and our system produces the output through our optimized workflow.

Expert Mode — A user-controlled mode in which you take direct control over the pipeline. In Expert Mode, you write and edit your own prompts, manage your own character, environment, and scene assets, and direct how the underlying AI models are invoked. We provide the infrastructure, asset management, and workflow orchestration tools; you provide the creative and technical instructions.

1.2 Expert Mode — User Responsibility and Credit Consumption

By enabling or using Expert Mode, or by editing, overriding, or modifying any prompts, parameters, asset configurations, or other inputs that control how the AI models generate output, you acknowledge and agree to the following:

• You are in full control of the AI models. When you take manual control of the pipeline through Expert Mode or by editing any system-generated input, you assume complete responsibility for the instructions sent to the underlying AI models.
• We are a tool, not a quality guarantor. Our role in Expert Mode is to keep your assets, workflow, and model access in one place. We are not responsible for the quality, accuracy, suitability, or creative outcome of any content generated through your modified or self-authored inputs.
• Credits consumed by regeneration are non-refundable. If you generate output you are unsatisfied with and re-run, regenerate, or iterate to achieve a better result, the Credits consumed in those additional generations are not refundable. This applies whether the unsatisfactory output resulted from your prompts, your asset choices, your parameter settings, the inherent variability of the underlying AI models, or any combination thereof.
• Iterative generation is the nature of creative AI work. Multiple attempts to achieve a desired output is a normal part of using generative AI. You are responsible for managing your Credit budget accordingly and for understanding that some portion of your Credits will likely be spent on iterations that do not meet your standards.
• The same principles apply to any user editing. Any time you override, edit, or customize anything that influences AI generation — whether in Standard Mode, Expert Mode, or anywhere else in the Service — Credits consumed under your modified inputs are treated as Credits used at your direction and are non-refundable on quality grounds.

In plain terms: we give you the keys to drive the models. The quality of your output is a function of your inputs, your choices, and the underlying AI models' inherent variability. We are not liable for Credits spent on regenerations to achieve your desired result.

2. Account Registration

To use the Service, you must:

• Be at least 18 years of age (or the age of majority in your jurisdiction)
• Provide accurate and complete registration information
• Maintain the security of your account credentials
• Promptly notify us of any unauthorized access to your account
• Be solely responsible for all activity under your account

We reserve the right to suspend or terminate accounts that violate these Terms or are used for fraudulent activity.

3. Plans, Pricing, and Credit Allocation

3.1 Hybrid Subscription Model

Our Service operates on a hybrid pricing structure consisting of:

Subscription Plans: Recurring monthly or annual subscriptions that include a defined Credit allowance for use during each billing cycle.

Credit Top-Ups: One-time purchases of additional Credits that supplement your subscription allowance. Top-Up Credits are added to your account balance upon purchase.

Promotional Credits: Credits we grant at no charge — for example, promotional offers or goodwill gestures. Promotional Credits have no cash value, are never refundable or redeemable for money, expire as described in Section 3.3, and may carry any further conditions stated at the time of grant. They are also conditional on the associated subscription payment not being refunded, as described in Section 5.8.

3.2 Credit Consumption

Credits are consumed when you use the Service to generate content. Different actions (image generation, video generation, audio synthesis, etc.) consume different amounts of Credits based on the underlying API costs and computational resources required. Credit consumption rates are published in your dashboard and may be updated from time to time with notice.

Your dashboard displays your current Credit balance, consumption history, and usage details in real time. You are responsible for monitoring your Credit usage.

3.3 Credit Rollover and Expiration

Unused Subscription Credits roll over from one billing cycle to the next and expire 2 months after the start of the billing cycle in which they were granted. Because unspent Subscription Credits carry forward within this window, a non-spending subscriber may hold up to roughly two monthly grants before the oldest expires.

Promotional Credits carry the expiry stated at the time of grant, and do not expire unless one is stated. Credits previously granted with a referral or affiliate code were stated to expire 2 months after they were granted, on the same schedule as Subscription Credits, and any such Credits still held expire on that schedule. Referral and affiliate codes now carry a discount on your subscription payment rather than a Credit grant.

Top-Up Credits expire 2 months after purchase, on the same schedule as Subscription Credits. Top-Up Credits purchased before 1 September 2026 do not expire — they were sold on that basis and keep it for the life of your account, remaining in your balance until spent.

Credits are consumed soonest-to-expire first, so whichever of your Credits lapse next are always spent ahead of those with more time left on them. Any non-expiring Credits you hold are therefore spent last. Once Credits expire, they are permanently removed from your balance and cannot be recovered or reinstated.

Spending any Credits requires an active subscription. If your subscription lapses or is canceled, unused Credits become unspendable until you resubscribe — and expiring Credits continue to run down their normal 2-month schedule while unspendable. Any Credits still inside that window, together with non-expiring Credits, become spendable again once you resubscribe.

Your dashboard displays your current balance and the expiration date of any expiring Credits so you can plan your usage accordingly.

3.4 Pricing Changes

We may modify pricing, Credit allocations, or consumption rates at any time. For active subscribers, material changes will take effect at the next billing cycle following at least 30 days' notice. Continued use of the Service after a pricing change takes effect constitutes acceptance.

4. Billing and Auto-Renewal

4.1 Subscriptions Auto-Renew

Subscription plans automatically renew at the end of each billing cycle (monthly or annually) at the then-current rate, charged to the payment method on file, until canceled. By subscribing, you authorize us to charge your payment method on a recurring basis.

4.2 Pre-Renewal Notification

For annual subscriptions, we will send you an email notification at least 7 days before each renewal charge. For monthly subscriptions, your billing date is fixed and visible in your dashboard.

4.3 Cancellation

You may cancel your subscription at any time from your account dashboard. Cancellation takes effect at the end of your current billing cycle, and your Credits remain spendable through that period. Once the subscription lapses, unused Credits become unspendable as described in Section 3.3 — expiring Credits continue to run down their normal 2-month schedule, while any Credits still inside that window, together with non-expiring Credits, become spendable again if you resubscribe. No partial refund is issued for cancellation mid-cycle.

4.4 Failed Payments

If a renewal payment fails, we will attempt to retry the charge for up to 7 days. If payment cannot be collected, your subscription will be suspended and your Credits become unspendable until an active subscription is restored. Your Top-Up Credit balance is retained and becomes spendable again once you resubscribe.

5. Refund Policy

This section is critical. Read it carefully.

5.1 Core Principle

Because our Service incurs real, immediate, non-recoverable costs to third-party AI providers (Google, Anthropic, ElevenLabs, and others) every time Credits are consumed, consumed Credits are non-refundable. This policy is consistent with industry standards for credit-based AI services (OpenAI, Anthropic API, Midjourney, Runway, ElevenLabs, etc.).

5.2 Refund Eligibility

Refunds are available only for unused Subscription Credits within the window defined below. Credit Top-Up purchases are non-refundable in all circumstances.

For Subscription Plans:

• Within 14 days of your initial subscription purchase
• Refund amount = (unused Credits / total Credits issued for that billing cycle) × subscription price
• Promotional Credits are excluded from this formula entirely — they are issued at no charge, carry no refund value, and neither their use nor non-use affects the refund amount
• Renewal payments (after the first) are non-refundable except as described in Section 5.4
• Annual plans canceled mid-year are not refunded for unused months unless otherwise stated

For Credit Top-Ups:

• No refunds are available on Credit Top-Up purchases under any circumstances. Once a Top-Up is purchased, the Credits are credited to your account immediately and the purchase is final.
• This applies regardless of whether the Top-Up Credits have been used, partially used, or remain entirely unused at the time of any refund request.
• Top-Up Credits expire 2 months after purchase, as described in Section 3.3. Top-Up Credits purchased before 1 September 2026 do not expire and remain in your account until spent.

5.3 How Refunds Are Calculated

Example 1 — Subscription: You purchase a $50/month plan that includes 1,000 Credits. Within the 14-day window, you have used 300 Credits. You are eligible for a refund of $50 × (700/1,000) = $35.

Example 2 — Top-Up: You purchase a $20 Top-Up of 500 Credits. Two days later, you change your mind. No refund is available — Top-Up purchases are final regardless of usage.

Example 3 — Fully Consumed Subscription: You purchase a $50/month plan and use all 1,000 Credits within the first week. No refund is available, as all Credits have been consumed and corresponding API costs have been incurred on your behalf.

5.4 Discretionary Refunds

Outside of the windows described above, refunds are at our sole discretion. We may, but are not obligated to, issue refunds or account credits for:

• Forgotten subscription renewals where the account shows minimal or no usage in the renewed cycle
• Service outages or significant degradation of the Service
• Documented billing errors on our part
• Other situations where we determine a refund is appropriate

We reserve the right to issue refunds as account credit rather than cash where appropriate.

5.5 Non-Refundable Situations

The following are not eligible for refund under any circumstances:

• Credits consumed in generating content (regardless of whether you were satisfied with the output)
• Subscription periods that have already elapsed
• Output quality or content moderation decisions made by underlying AI providers
• Credits consumed regenerating content to improve unsatisfactory output, including but not limited to regenerations in Expert Mode or after any user editing of prompts, assets, or parameters (see Section 1.2)
• Account terminations resulting from violations of these Terms
• All Credit Top-Up purchases, regardless of when they were purchased or how many Credits remain unused
• Promotional Credits of any kind — they are granted at no charge and have no cash or refund value
• Subscriptions purchased more than 14 days prior, beyond the unused-credit formula

5.6 How to Request a Refund

Email billing@framesail.com with:

• Your account email
• Order or transaction ID
• Reason for the refund request

We will respond within 5 business days. Refunds, when issued, are returned to the original payment method and may take 5–10 business days to appear on your statement.

5.7 Chargebacks

We strongly request that you contact us before initiating a chargeback with your bank. Most issues can be resolved directly and faster than the chargeback process.

If you initiate a chargeback for a charge that violates these Terms (for example, disputing a charge for already-consumed Credits), we will:

• Submit dispute evidence to the card network, including these Terms, your acknowledgment of them, your usage logs, and applicable Credit consumption records
• Suspend your account pending resolution
• Reserve the right to terminate your account if the chargeback is determined to be in bad faith

By using the Service, you acknowledge that you have been clearly informed of our refund policy and that consumed Credits represent real costs incurred by us on your behalf.

5.8 Effect of a Refund on Promotional Credits and Associated Content

Promotional Credits are granted on the condition that the associated subscription payment stands. If you receive a refund (in whole or in part) of a subscription payment, or initiate a chargeback on it:

• We may void any unspent Promotional Credits in your account and remove them from your balance.
• We may terminate your rights to Generated Content produced using Promotional Credits. If we do, you waive any ownership of or license to such content, you must immediately cease using, publishing, and distributing it, and you must delete copies in your possession or control. Section 7.1's grant of ownership does not apply to content whose underlying Credits were granted promotionally and whose associated payment was refunded.

This section exists for a simple reason: Promotional Credits fund real generation costs on our side. A refund returns your money; it also returns the promotional benefit.

5.9 Unauthorized Payments

If a payment for Credits is made with a payment method you were not authorized to use, is refunded by us for that reason, or is charged back as fraudulent, then:

• All Credits funded by that payment are void, whether spent or unspent.
• Your rights to any Generated Content produced using those Credits terminate. You waive any ownership of or license to such content, you must immediately cease using, publishing, and distributing it, and you must delete copies in your possession or control. Section 7.1's grant of ownership does not apply to content whose underlying Credits were funded by an unauthorized payment.
• We may delete such content from our systems and terminate every account associated with the payment.

6. Acceptable Use

You agree not to use the Service to:

• Generate content that is illegal, defamatory, harassing, or violates the rights of others
• Generate sexual content involving minors, non-consensual sexual content, or content depicting real, identifiable individuals without consent
• Generate content intended to deceive, defraud, or impersonate others (including political deepfakes or misinformation)
• Reverse-engineer, scrape, or attempt to extract the underlying AI models or our infrastructure
• Resell, sublicense, or redistribute access to the Service without written authorization
• Circumvent Credit consumption limits, rate limits, or other technical restrictions
• Use the Service to compete with us or to train competing AI models
• Violate the terms of service of any underlying AI provider whose models are accessed through the Service

We reserve the right to suspend or terminate accounts that violate this section without refund.

7. Content Ownership and License

7.1 Your Content

You retain ownership of the content you generate using the Service ("Generated Content"), subject to the underlying AI providers' terms. You are solely responsible for how you use Generated Content, including ensuring it complies with applicable laws, third-party rights, and platform policies (e.g., YouTube, TikTok, etc.).

Ownership of Generated Content is conditional on the payment behind it standing. If the subscription payment associated with Promotional Credits is refunded or charged back, your rights to that content may be terminated as described in Section 5.8. If any payment for Credits was unauthorized, refunded for that reason, or charged back as fraudulent, your rights to content produced with those Credits terminate as described in Section 5.9.

7.2 License to Us

You grant us a limited, non-exclusive, worldwide license to host, store, and process your Generated Content solely for the purpose of providing the Service. We do not claim ownership of your Generated Content and do not use it to train models without your explicit consent.

7.3 Our Content

The Service itself, including software, interfaces, branding, documentation, and proprietary technology, remains our property. You receive a limited, revocable license to use the Service for its intended purpose during the term of your active account.

8. Third-Party AI Providers

The Service uses underlying AI models provided by third parties (including but not limited to Google, Anthropic, ElevenLabs). Your use of these models through the Service is also subject to their respective terms of service and acceptable use policies. We are not responsible for:

• Content moderation decisions made by underlying providers
• Service outages or rate limits imposed by underlying providers
• Changes to underlying provider models, pricing, or capabilities
• Output quality, accuracy, or appropriateness of content generated by these models

9. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DISCLAIM ALL WARRANTIES INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ACCURACY OF GENERATED CONTENT.

We do not guarantee that the Service will be uninterrupted, error-free, secure, or that any Generated Content will meet your expectations or be free from copyright concerns or harmful outputs.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING FROM THESE TERMS OR YOUR USE OF THE SERVICE IS LIMITED TO THE GREATER OF (A) THE AMOUNT YOU PAID TO US IN THE 3 MONTHS PRECEDING THE CLAIM, OR (B) $100.

WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION, EVEN IF ADVISED OF THE POSSIBILITY.

11. Indemnification

You agree to indemnify, defend, and hold us harmless from any claims, damages, or expenses (including attorney's fees) arising out of:

• Your use of the Service
• Your Generated Content and how you publish, distribute, or monetize it
• Your violation of these Terms or applicable law
• Your violation of any third party's rights, including intellectual property rights

12. Termination

You may terminate your account at any time. We may suspend or terminate your account for:

• Violation of these Terms
• Non-payment
• Fraudulent activity or chargebacks made in bad faith
• Use of the Service in a manner that creates legal or reputational risk
• Extended inactivity (12+ months)

Upon termination, your right to use the Service ends immediately. Unused subscription Credits are forfeited. Unused Top-Up Credits may be eligible for refund per Section 5, at our discretion if termination was for cause.

13. Changes to These Terms

We may update these Terms periodically. Material changes will be communicated via email and through the Service at least 14 days before taking effect. Continued use after the effective date constitutes acceptance.

14. Governing Law and Dispute Resolution

These Terms are governed by the laws of British Columbia, Canada, without regard to conflict of law principles. Any dispute shall be resolved through the courts of British Columbia in Vancouver, BC.

15. Contact

Questions about these Terms?

• General: support@framesail.com
• Billing and refunds: billing@framesail.com
• Legal: legal@framesail.com

By creating an account or making a purchase, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service, including the Refund Policy in Section 5.