Refund & Credit Policy - How Refunds and Credit Returns Work on FrameAI

Automatic Credit Refund for Failed Generations

If a generation reaches a confirmed terminal failure state - for example, the model returns an error, the task times out, or no result is delivered - the credits reserved for that job are returned to your account balance automatically. You do not need to file a ticket or take manual action for this credit return.

The return is recorded when the terminal failure is processed. Callbacks and polling are idempotent, so duplicate status updates cannot charge, settle, or return the same reservation twice. We do not promise a fixed posting time before the terminal state is confirmed and processed.

How Credit Reservation Works

Before a generation is submitted, FrameAI calculates and displays a credit quote based on the selected model, duration, resolution, aspect ratio, and any video reference input used by a supported mode. This amount is reserved (held) from your balance. When the model provider reports actual usage, the final charge may be lower but will not exceed the reservation or quote shown before generation; any difference is returned. If the task reaches a confirmed terminal failure state, the full reservation is returned.

This means a successful task is never charged above the pre-generation reservation or quote, and a confirmed failed task receives the full reservation back.

Subscription Cancellation

You can cancel your subscription at any time from your Billing page. When you cancel:

• Your subscription remains active until the end of the current billing period (monthly or yearly).
• You retain full access to all features, including generation and downloads, until the period expires.
• Unused credits from your subscription do not roll over after the period ends.
• The end of a subscription does not itself delete creation records, but continued media availability is governed by our Data & Media Storage Policy.

The Billing page shows a confirmation dialog. FrameAI submits the cancellation only after you confirm; renewal is then stopped, while your paid access continues through the end of the current billing period.

Refund Policy for Subscription Payments

We offer refunds for subscription payments under the following conditions:

• Within 7 days of the first payment - if you subscribed and have not used more than 10% of the credits included in your plan, you may request a full refund. Contact us at support@frameai.ai with your account email and order number.
• After 7 days or significant usage - refunds are not available for partially used billing periods. You may cancel at any time, and your access continues until the period ends.
• Yearly plans - the same 7-day / 10% rule applies to the initial annual payment. After that window, cancellation stops the next renewal but does not refund the current year.

Refund Policy for Credit Packs (One-Time Purchases)

One-time credit pack purchases are non-refundable once credits have been used. If you purchased a credit pack and have not used any credits from it, you may request a refund within 7 days of purchase by contacting support@frameai.ai.

Disputed Charges

If you see a charge you don't recognise, contact us at support@frameai.ai before filing a dispute with your bank or payment provider. A chargeback initiated without contacting us first may result in account suspension.

How to Request a Refund

1. Email support@frameai.ai with the subject line "Refund Request".
2. Include your account email address and the order or transaction number.
3. Briefly describe the reason for your request.
4. We will review the request under this policy and notify you of the outcome.

Approved refunds are submitted to the original payment method. The payment provider and your bank control when the refund appears on your statement, so posting times vary.

Questions

For billing questions or issues not covered above, contact us at support@frameai.ai or reach us on WhatsApp.