Terms of service
Terms of Service
Last updated: October 23, 2026
1. General Terms
These Terms of Service govern your use of the A Live Frame website and the placement of orders for personalised digital videos.
Our website operates on the Shopify platform. By placing an order, you confirm that you have had the opportunity to read and agree to these Terms.
A Live Frame provides personalised videos created from photographs supplied by customers using artificial intelligence technology.
These Terms apply subject to applicable law. Nothing in these Terms excludes or restricts any mandatory consumer rights that cannot legally be excluded or restricted.
2. Description of the Service
A Live Frame creates personalised digital videos based on photographs uploaded by customers, in accordance with the selected product and available customisation options.
To place an order, the customer must:
• Select a product and an available production option.
• Upload a photograph in accordance with the website’s requirements.
• Provide a valid email address for delivery of the completed video.
• Provide any information reasonably necessary to fulfil the order.
• Complete payment for the order.
The service results in a digital video file provided to the customer electronically.
Each video is created individually using artificial intelligence technology. As a result, the finished video may differ slightly from the demonstration videos shown on our website. Such differences may arise from the characteristics of the original photograph and the video generation process. We aim to ensure that the result is consistent with the selected product and its description.
3. Photographs and Rights of Use
By placing an order and uploading a photograph, the customer confirms that:
• They own the necessary rights to the photograph or have the necessary permissions to use it to create a personalised video.
• If other people appear in the photograph, the customer has the necessary rights and permissions to submit the photograph for processing for the purpose of fulfilling the order.
• The materials provided do not infringe the rights of third parties or violate applicable law.
The customer is responsible for ensuring that they have the necessary rights and permissions for all materials supplied.
If A Live Frame has reasonable grounds to believe that the supplied materials violate applicable law, infringe third-party rights, or breach these Terms, we may suspend processing, request additional information, or refuse to fulfil the order where permitted by applicable law.
4. Photographs Containing Children
If a photograph depicts a child, the customer confirms that they are the child’s parent or legal guardian, or that they have obtained the necessary permission from the child’s parent or legal guardian to provide the photograph and create a personalised video.
The customer is responsible for ensuring that the necessary permissions are in place and that providing the photograph and creating the video comply with applicable law and the child’s interests.
A Live Frame does not use uploaded photographs or generated videos depicting children for its own advertising, public publication, or AI model training.
5. Use of Artificial Intelligence
A Live Frame uses artificial intelligence technology to create personalised videos.
During order fulfilment, the original photograph may be transmitted through an API to a third-party technology provider that supplies the processing and video generation tools required for the service.
Generated results may vary depending on the original photograph, processing characteristics, and the technologies used. We therefore cannot guarantee that the finished video will fully match every customer’s subjective expectations.
However, we aim to provide a result consistent with the description of the selected product. This section does not limit the customer’s rights where the service fails to conform to the contract or applicable mandatory legal requirements.
Uploaded photographs and generated videos are used to fulfil the order and address related customer service enquiries. We do not use these materials for our own advertising, public distribution, or AI model training.
Further information about the processing of personal data is provided in our Privacy Policy.
6. Prices and Payment
Product prices and available production options are displayed on our website.
Before paying, the customer should check the selected product, its price, and the available production timeframe.
Payment must be made using one of the payment methods available at checkout. An order will enter processing once payment has been confirmed, unless otherwise expressly stated on the website.
If a payment issue occurs or an order cannot be accepted for processing, we may contact the customer using the email address provided.
7. Production Times
When placing an order, the customer selects one of the production options available on the relevant product page.
Depending on the product and the available options, the estimated production time may range from 1 to 14 days. The specific timeframe applicable to an order is determined by the option selected by the customer at checkout.
The finished video may be created and delivered earlier than the selected timeframe.
If circumstances are likely to materially affect the expected completion time, we will inform the customer and, where necessary, agree on the next steps in accordance with applicable law.
8. Delivery and Receipt of the Finished Video
The finished video is sent to the email address provided by the customer at checkout or delivered by another method where that method is offered for the relevant product.
The customer is responsible for providing a correct email address and should check their inbox, spam folder, and other folders into which the email may have been automatically filtered.
After sending an order, we may retain delivery records, including the date and time of sending, the recipient’s email address, and available technical delivery statuses, for the purposes of documenting fulfilment and addressing potential enquiries.
If the customer does not receive the expected email, they should contact us at info@aliveframe.com. We will review the available information and, where possible and appropriate, take reasonable steps to resend the video or resolve the issue.
The absence of a receipt confirmation does not, by itself, mean that the order was not sent. However, a sending record does not prevent a customer’s valid claim concerning non-delivery or improper fulfilment from being considered.
9. Storage and Deletion of Photographs and Videos
Uploaded photographs and generated personalised videos are processed to fulfil the relevant order and are stored in our working environment only for the period necessary to complete the order and address related matters.
After the finished video has been sent to the customer and the customer has confirmed receipt, the original photograph and finished video are deleted from our working environment.
If receipt has not been confirmed or reasonable questions arise concerning delivery or fulfilment, we may temporarily retain the relevant files to the extent and for the period reasonably necessary to investigate and resolve the issue. We review the need for such retention and delete the files when they are no longer required for these purposes.
Separate records relating to the order, payment, dispatch, and receipt confirmation may be retained for longer where necessary to meet legal, accounting, or tax obligations, handle complaints, resolve disputes, or protect legitimate interests.
Third-party technology providers involved in processing an order may process and retain transferred data in accordance with their applicable terms and procedures. Deleting files from our working environment does not automatically mean that the data has also been deleted from third-party systems.
Further details are provided in the A Live Frame Privacy Policy.
10. Order Cancellation and Refunds
If a customer wishes to cancel an order, they should contact us as soon as possible at studio@verticalflight.pro
The possibility of cancellation and the right to a refund depend on the stage of fulfilment, the nature of the digital content or service supplied, and applicable law.
Where provided by law, a customer may have the right to cancel a contract within a specified period. Special rules may apply to digital content and personalised services, including rules concerning consent to begin performance before the cancellation period expires and the consequences of that consent.
Where a customer requests that we begin fulfilling an order before the end of an applicable cancellation period, A Live Frame will obtain the required consents and acknowledgements in the manner required by law.
If a customer has not received an order, identifies a material discrepancy with the product description, or believes that the service has not been properly performed, they should contact us so that we can review the situation.
We assess cancellation and refund requests individually and in accordance with applicable law.
Nothing in these Terms removes any mandatory legal rights available to the customer, including rights relating to non-delivery, improper performance, or digital content that does not conform to the contract.
11. Acceptable Use of the Website and Services
The customer agrees not to use the A Live Frame website or services to:
• Submit unlawful materials.
• Infringe copyright, image rights, privacy rights, or other third-party rights.
• Submit materials whose use is prohibited by applicable law.
• Attempt to compromise the security, operation, or availability of the website.
• Knowingly provide false information necessary to fulfil an order.
Where there are lawful grounds to believe that an order involves unlawful use of materials or a breach of these Terms, we may suspend fulfilment or refuse the service in accordance with applicable law.
12. Intellectual Property
The rights to elements of the A Live Frame website, including its design, text, graphics, logos, and other materials, belong to their respective rights holders and are protected by applicable law.
The customer retains the rights to the photograph they provide to the extent that they own those rights. The customer grants A Live Frame a limited permission to use the photograph solely to the extent necessary to process the order, create the video, and deliver the result to the customer.
After receiving the finished video, the customer may use it subject to applicable law and the rights of third parties.
These Terms do not transfer ownership of the customer’s photograph to A Live Frame or grant A Live Frame the right to use the photograph or generated video for advertising purposes without separate appropriate permission where required by law.
13. Liability and Limitations
A Live Frame takes reasonable steps to fulfil orders properly and maintain the operation of its website.
We do not guarantee that the website will be continuously available without technical interruptions or that an AI-generated result will fully match every customer’s subjective expectations.
We are not responsible for delays or disruptions caused by circumstances beyond our reasonable control, to the extent that such limitation is permitted by law.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including mandatory consumer rights.
14. Personal Data
Personal data, including photographs, order details, and contact information, is processed in accordance with the A Live Frame Privacy Policy.
The Privacy Policy explains what data is collected, why it is used, with whom it may be shared, and how long it is retained.
By placing an order, the customer confirms that they have been given the opportunity to read the Privacy Policy. This acknowledgement does not replace separate consent where such consent is legally required for a particular processing activity.
15. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, website operations, or applicable law.
The current version will be published on our website with the date of the latest update.
The Terms in effect at the time an order is placed will apply to that order, unless otherwise required by law or agreed with the customer.
16. Governing Law
These Terms are governed by applicable law, subject to mandatory consumer rights.
Where the customer is a consumer, nothing in these Terms removes any protection afforded by mandatory legal provisions applicable to their contract.
17. Contact Information
For questions about orders, service fulfilment, delivery, cancellation, refunds, or these Terms, please contact us:
Store: A Live Frame
Email: studio@verticalflight.pro