Legal
Effective 11 August 2026. This policy explains failed-generation releases, payment refunds, and how to request help. Mandatory consumer rights always apply.
When an eligible generation ends in a confirmed technical failure before producing a usable result, the reserved amount is released back to your balance automatically. It returns as balance rather than as a card refund, because the payment purchased balance rather than that individual generation.
A completed generation is normally charged because computing work was performed, even when the result differs from your prompt, contains unwanted variation, or does not meet a subjective creative preference. This does not limit remedies for a genuine service fault or rights that apply by law.
We may review refund requests for duplicate or unauthorised charges, purchases that could not be delivered because of a verified service fault, or unused balance where required by law or approved in our discretion. Balance already spent on completed generations is generally not refundable. Eligibility depends on usage, timing, payment status, and the circumstances. Do not initiate a chargeback without first contacting support unless you believe your payment method is compromised.
Monthly subscriptions renew automatically until cancelled. Top-ups are one-time purchases and their Credits do not expire. If Stripe or Apple refunds a purchase, the corresponding unused Credits may be removed; if already spent, the account may carry a debt adjustment.
Purchases made through Apple or another app marketplace are processed by that marketplace. Refunds and cancellations generally must be requested through the same marketplace and are subject to its rules and applicable law. FrameDreaming may not be able to issue those refunds directly.
Contact support@framedreaming.com promptly and contact your bank or payment provider if compromise is suspected. Include the account email, charge date, amount, currency, and receipt reference. Never send a full card number, password, or authentication code.
Email support@framedreaming.com from the account email as soon as reasonably possible. We may request information needed to verify the account, purchase, usage, and issue. Approved refunds are normally returned through the original payment channel; bank and marketplace processing times are outside our control.
This policy does not exclude or limit refunds, replacements, re-performance, credits, cancellations, or other remedies that cannot lawfully be excluded. If the service has a major or other qualifying failure under applicable consumer law, your statutory remedies prevail over any inconsistent part of this policy.
Questions about this document? support@framedreaming.com
