Support
A person reads these.
There is no ticket queue and no chatbot in front of us. Write, or call, and you get someone who can actually change something on your account.
- Phone
- +44 7222190682
- Post
- NEW INN HOTEL LIMITED
14 Market Street, Ellon, Aberdeenshire AB41 9JD - What we answer within
- One business day for anything. Five business days to resolve a complaint. Same day for a failed generation or a billing error.
The six things people write about
- Cancel a subscription
- Billing, inside your account. One action, effective immediately, and you keep access until the end of the period you paid for. If you cannot reach it, email us and we will cancel it for you from the date you wrote. Refund and Cancellation Policy
- Ask for a refund
- Email us with the account address and the date of the charge. We acknowledge within one business day and decide within five. Approved refunds go back to the original payment method. Refund and Cancellation Policy
- A generation failed or produced something unusable
- The allowance it consumed is restored automatically. If it has not appeared within an hour, tell us the project and the approximate time and we will fix it the same day. AI Disclaimer
- Get a copy of your data, or delete it
- Email us from the address on the account. We answer data requests within one month, free of charge, and we will not ask for more identification than we need. Privacy Policy
- Report content, or an infringement
- Email us with enough detail to find it. Reports are acknowledged within one business day, and sooner for anything involving a child. Acceptable Use Policy
- A film shows something that is not in the room
- That is a constraint failure and we treat it as a fault. Send us the project and the approximate time. Do not send the film to a guest. AI Disclaimer
Security and payment
The site is served over HTTPS only. Card details are entered on the encrypted pages of our payment provider, whose systems are assessed against the Payment Card Industry Data Security Standard. We never receive a full card number.
Passwords are stored only as salted hashes. Guest names, arrival dates, room numbers and door codes are never sent to us at all — they stay in your own browser.
Availability and restrictions
Welcomeframe is sold as software. What you buy is access to a tool that makes short films from photographs you supply. We do not take accommodation bookings, hold deposits, or move money between a guest and a host.
The service is not available to anyone in a territory subject to comprehensive trade sanctions, or to any person or entity on a relevant sanctions list. The full set of restrictions is in the Acceptable Use Policy.