Credits and Refunds Policy

  1. About this policy

This policy explains how credits work on Reframr, when you get credits or money back, and how to cancel. It forms part of our Terms of Service. If anything here seems to differ from the Terms, the Terms apply.

  1. How credits work
  • What credits are for: generating images, video, voices, sound and text with AI. We show how many credits a generation costs before you press Generate.
  • Monthly plan credits: each paid plan adds its credit allowance at the start of each monthly billing period. Plan credits must be used within that period. They do not roll over: the next period starts with your plan’s full allowance, not added to what was left.
  • Credit packs: you can buy extra credits at any time. Credits from credit packs do not expire while your account is open.
  • Which credits are used first: your plan credits, then your credit-pack credits.
  • Credits are not money: they can only be used on Reframr. They cannot be exchanged for cash, transferred to another account, or sold.
  1. Upgrading and downgrading
  • Upgrading: you pay the full price of the new plan straight away and receive its full credit allowance at once. Any credits left from your previous plan stay in your account. A new monthly billing period starts on the day you upgrade, and all your plan credits, old and new, expire at the end of it. After that, you pay the new plan’s price each month and receive only its allowance.
  • Downgrading: the change takes effect at the start of your next billing period.
  1. Blocked or failed generations: always refunded automatically

If a generation is blocked by a safety check, fails, or times out (even if it fails late), or you cancel a job while it is still waiting in the queue, the credits go straight back to your account. You do not need to ask. Refunded credits keep their original expiry.

  1. Results you don’t like

AI results are unpredictable, and the same request can give different results each time. If a generation works but is not what you hoped for, the credits are not refunded. If you think a result did not match something we specifically described, contact us and we will look into it.

  1. Cancelling your subscription

You can cancel at any time in your account settings, as easily as you signed up.

  • You keep full access and your credits until the end of the period you have paid for.
  • After that, you are not charged again.
  • Your account and your work stay, and you can keep using the free plan.
  • There is no refund for the rest of the period, except under section 8 or 9 below.
  1. Deleting your account

Deleting your account is different from cancelling your subscription.

  • Your account is locked straight away, and your subscription stops renewing.
  • If you sign in again within 14 days, the deletion is cancelled. Otherwise, your account and all your work are permanently deleted after 14 days.
  • There is no refund for the rest of your billing period or for unused credits, except under section 8 or 9 below.
  • Use Download my data in Settings first if you want a copy of your work.
  1. Consumers: your 14-day right to cancel

This section applies if you use Reframr wholly or mainly for personal purposes. It does not apply to business users.

Subscriptions. You can cancel a new subscription within 14 days of buying it. If you have not used it, you get a full refund. If you asked us to start it straight away and have used it, we will refund you minus a fair amount for what you used: the share of the billing period that has passed, or the value of the plan credits you used, whichever is higher.

Credit packs. When you buy a credit pack, we ask you to confirm that you want to use the credits straight away and that you understand you lose your right to cancel once you start using them. You can cancel for a full refund until a generation using that pack has been delivered to you. Blocked or failed generations do not count.

Renewals. Automatic monthly renewals do not come with a new 14-day right to cancel. You can cancel your subscription at any time (section 6).

How to cancel. Use the “Cancel within 14 days” button in your account, email support@reframr.io, or use the model cancellation form at the end of this policy. We will refund you within 14 days, to the payment method you used.

  1. If something goes wrong on our side

If the Service or the digital content we supply is faulty, you have legal rights, which nothing in this policy affects. Contact support@reframr.io and we will put it right, give you credits back, or refund you, as appropriate.

If we close your paid account for any reason other than your serious breach of our terms, we will refund the unused part of your current subscription and any unused purchased credits.

If we make a change that makes Reframr materially worse for you, you can cancel and get a refund of any prepaid amount for the period you have not used, and of any purchased credits you can no longer use.

  1. Disputed payments

If you think a charge is wrong, please contact us first at support@reframr.io and we will try to put it right. If you dispute a payment with your bank or card provider (a chargeback), we may pause your account while the dispute is open and remove any unused credits bought with that payment. If the payment is reversed after you have used what it paid for, you must pay us the amount reversed. If the dispute is decided in your favour, we will restore your account and credits. This does not affect your right to dispute a payment you did not make or authorise.

  1. How refunds are paid
  • Credit refunds go straight back to your account.
  • Money refunds go back to the payment method you used, within 14 days of us agreeing the refund. Your bank may take a few more days to show it.
  1. Contact

Questions about credits, payments or refunds: support@reframr.io.

Model cancellation form

Complete and return this form only if you are a consumer and wish to cancel within 14 days. You can also cancel with the “Cancel within 14 days” button in your account, or by email.

To: Reframr Ltd, [registered office address], support@reframr.io

I hereby give notice that I cancel my contract for the supply of the following digital content or service: [Reframr subscription or credit pack, and plan name]

Ordered on: [date]

Name: [your name]

Address: [your address]

Email address used for your Reframr account: [email]

Signature (only if sent on paper):

Date: [date]