Terms of service

1. Who we are

Flowmelo is a creative studio based in the United Kingdom. You can contact us at hello@flowmelo.com.

2. Our service

We produce short-form video adverts to order, based on your brief. Every package is a one-off purchase, not a subscription. Each video in a package is a separate advert of up to 15 seconds (not necessarily exactly 15 seconds), delivered as one Full HD 1080p, 9:16 vertical MP4.

3. Packages and payment

Packages are paid in full at checkout, as a one-off payment for the full package. The price, contents, format and estimated timing are shown before you pay. Each package is for one brand; videos may cover different products or campaigns, and you may submit briefs at different times. Packages are personal to you and can't be transferred, subject to applicable law.

Discount codes are applied at checkout, where you'll see the discount and your new total before paying. Codes may have an expiry date, a usage limit or apply only to certain packages, only one code can be used per order, and codes have no cash value. If a code covers the full price, your order is confirmed without payment.

4. Briefs, approval and turnaround

• After payment you add your brand details and a brief for each video, plus any files you'd like us to use (for example logos, product images and required wording).
• We aim to share each concept (hook, script, scenes, style and presenter where relevant) within 2 working days of a complete brief. If you send several briefs at once, we'll confirm a schedule for the rest.
• We don't start production on a video until you approve its concept.
• Estimated production time is 2 (1 video), 4 (3 videos), 6 (5 videos) or 10 (10 videos) working days. For each video it starts on the next working day after you approve that video's concept and we have everything we need from you.
• Videos approved separately: each video gets its own estimated delivery date, worked out from its own approval using your package's production time. Videos approved on the same day share a date. Approving one video doesn't change the dates of videos you've already approved.
• Working days are Monday to Friday, excluding England and Wales bank holidays. Your review time isn't counted, and waiting for your input pauses the timeline.
• Delivery times are estimates, not guarantees. Larger packages are delivered in stages as each ad is finished.

5. Feedback and finishing edits

• Before production: each video includes one round of feedback on its concept. Please send all your changes together; we'll revise the concept and share it again for approval. Further concept changes after that can be quoted.
• Finishing edits (after delivery): each video includes one round of finishing edits, requested within 7 calendar days of delivery. Please send all your changes together in one request. Finishing edits cover captions and on-screen text, logo placement, sound and music levels, swapping the music track (where licensing allows), simple trims. We'll send the updated file to your order page. Further changes after that can be quoted.
• A new scene, script, storyline, presenter, location, product shot or change to the approved direction is a new production, and we'll quote before starting.
• Quality: we'll fix clear AI generation defects, or anything that doesn't match the approved concept, at no cost. These fixes don't count as your feedback round or finishing edits. AI footage can't always be changed frame by frame, so some fixes need a shot to be regenerated.

6. What's not included

Unless agreed in writing, packages don't include alternate aspect ratios (1:1, 16:9), extra hooks or variants, extra languages, longer videos, bespoke avatars, unusually complex product recreation, rush delivery, or source and project files. We don't set up ad accounts, post content, manage paid media or campaign spend, or guarantee views, sales or ad-platform approval. We deliver a creative file.

7. Your responsibilities

You confirm you have the rights to all files, images and wording you supply, and you're responsible for approving factual product claims and any regulated statements or disclaimers. We may decline requests that are prohibited, deceptive or infringe someone else's rights.

8. Rights and AI transparency

Once paid in full, you may use the final delivered advert to advertise your business, subject to third-party licences (for example, music) and these terms. Raw generations, editable project files, prompts and unused concepts aren't included. Our videos are made with AI tools and reviewed by people. We follow each platform's rules on synthetic media and won't create fabricated testimonials or imply that a real person used a product when they didn't. We'll only show your ads in our portfolio with your permission.

9. Cancellations and refunds

Every advert is made to order, so refunds depend on how far each video has progressed. We work them out per video, using that video's share of what you paid (the package total, after any discount code, divided by the number of videos):

• Not started (we haven't begun its concept): full refund of that video's share. If nothing in the package has started, we refund the whole package.
• Concept started, not approved (the concept is being written, has been shared, or is being revised): we keep 50% of that video's share for the concept work and refund the rest.
• Approved, in production or delivered: production has started on your instructions, so that video isn't refundable, unless we can't deliver what you approved or can't fix a defect under section 5.

For example, on 3 Videos (£199) each video's share is £66.33. Cancelling one video whose concept has started refunds £33.16. To cancel, email us with your order reference. Refunds go back to the original payment method. Nothing in these terms affects your statutory rights.

10. Contact

Questions about these terms or your order? Email hello@flowmelo.com, use the contact page, or reply to any of your order emails.