Refunds & Cancellation
Last updated: 14 October 2026
This policy applies to digital photo processing supplied by STOREY PARADISE LTD through Framewell AI. Company number 15545381; registered address 20 Wenlock Road, London, England, N1 7GU, United Kingdom. Contact support@framewellai.com.
Cancel before processing
If you cancel before processing begins, we will provide a full refund of the order payment. Email us with the order number and a clear request to cancel. A package selection or pre-launch enquiry has no payment to refund.
Cancellation after processing has begun
If processing has begun, contact us promptly. We will confirm the work completed and apply any cancellation rights required by law. Where the law permits a proportionate charge for work already supplied following your express request, we will explain it before applying it. We will not treat the general acceptance of our Terms as an automatic waiver of a statutory cooling-off right.
Where an applicable law gives you a 14-day cancellation period or another mandatory right, that right remains available subject to its lawful conditions. We will obtain any legally required express request or acknowledgement before relying on early performance or completion to limit a cancellation right. These terms do not impose a blanket “no refunds for digital services” rule.
When we cannot fulfill an order
If your source photo cannot be processed and no suitable replacement is agreed, or we cannot provide the purchased package, we will cancel the affected order and refund it. We do not replace a refund with store credit unless you choose that option. If we miss the agreed delivery commitment, you may contact us to agree a new timeframe or request a refund if you do not wish to proceed.
Faulty files or service not as described
Contact us if a delivered file does not open, belongs to another order, the wrong treatment was applied, a paid photograph is missing, or the service materially fails to match the agreed description. Provide the order number and enough detail to identify the problem. We will investigate and, where appropriate or required by law, correct the failure, provide repeat performance, or issue a refund or price reduction. If we cannot resolve a material service failure, a refund will be considered on the facts of the order and your applicable rights.
No included creative revisions
The package does not include optional changes of style, repeated creative adjustments, a different treatment or processing a replacement photograph after the agreed service has been delivered. A new request may require a new order. AI-estimated color, reconstructed detail and achievable sharpness depend on the original. We disclose these limitations before purchase; they do not excuse a technical fault or a failure to provide what was agreed.
Please report a problem as soon as you notice it so we can retain the relevant files and investigate. No short reporting deadline in this policy removes a mandatory consumer right.
How to request help
Email support@framewellai.com with your order number, purchasing email, the affected photograph and a short description of the request. Do not include full card numbers or passwords. You may also write to our registered address. Your first message can be a clear cancellation request; you do not have to use a particular form.
For a statutory cancellation, you may use this optional wording: “I give notice that I cancel my contract for Framewell AI order [order number], ordered on [date]. Name: [name]. Email/address: [contact]. Date: [date].”
Refund method and timing
Approved refunds are returned to the original payment method. We will initiate an approved refund promptly and within five business days of approval, or sooner where a mandatory legal deadline applies. A bank or payment provider may take additional time to show the credit. Any legally required refund deadline takes priority over this operational estimate.
Complaints and consumer rights
If you disagree with our response, reply to support with the issue and the outcome you seek. We will review the complaint. Contacting us does not prevent you from using any lawful dispute process with your payment provider or another competent body. Mandatory rights concerning cancellation, reasonable care and skill, faulty services and refunds are not excluded by this policy.