Refund policy
Refund and Cancellation Policy
A Live Frame
Last updated: 28 October 2026
1. General Information
A Live Frame creates personalised digital videos and other digital products based on photographs, materials and instructions provided by customers.
Each order is individually created according to the product selected, the options chosen and the production timeframe specified by the customer.
As our products are personalised and made specifically for each customer, cancellations and refunds may be restricted once production has started, subject to applicable consumer protection laws.
Nothing in this policy affects any statutory rights that cannot legally be excluded or limited.
2. Order Cancellation
Production begins according to the production timeframe selected at checkout.
For same-day Express orders, production may begin immediately after payment and receipt of all required materials.
For orders with a production timeframe of one or two days, production will generally begin as soon as possible after payment and receipt of all required materials.
For orders with a production timeframe of three days or more, production will generally begin on the next calendar day after the order is placed and all required materials have been received.
If you wish to cancel your order, please contact us as soon as possible using the contact details provided on our website.
If production has not yet started, we will consider your cancellation request and any applicable refund in accordance with the law and the circumstances of your order.
3. Refunds for Personalised Digital Products
Because our products are individually created for each customer, we generally do not offer refunds solely because a customer changes their mind after production has started, except where required by applicable law.
For digital content, the statutory 14-day cancellation right may be lost where the customer has expressly consented to production or supply beginning during the cancellation period and has acknowledged the loss of that right, in accordance with applicable legal requirements.
Any restriction on cancellation will apply only where the relevant legal requirements have been satisfied.
4. Faulty Products and Order Issues
We aim to create every product in accordance with its description, the options selected at checkout and the instructions provided by the customer.
If your product contains a significant technical error, does not conform to your order, or has not been delivered within the agreed timeframe, please contact us and explain the issue.
Depending on the circumstances, we may offer to correct the issue, recreate or resend the product, provide a price reduction, or issue a refund where required by applicable law.
Nothing in this policy excludes or limits your statutory rights regarding faulty or non-conforming digital content or services.
5. Production Timeframes
Customers must select an available production timeframe when placing their order.
We make reasonable efforts to complete each order within the selected timeframe. If circumstances arise that may significantly affect the agreed timeframe, we will endeavour to inform the customer.
Any delay or failure to meet our obligations will be handled in accordance with the order terms and applicable law.
6. How to Request a Cancellation or Refund
To request a cancellation, enquire about a refund or report a problem with your order, please contact A Live Frame using the contact details published on our website.
Please include your order number, the email address used to place the order, and a description of your request or the issue.
We will review each request based on the circumstances of the order, the stage of production and applicable legal requirements.
7. Statutory Consumer Rights
This policy does not exclude, restrict or modify any consumer rights that apply under the laws of the United Kingdom or other mandatory legal provisions applicable to your order.
Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
A Live Frame