Refund Policy
1. Summary
A Pro Licence is generally non-refundable once purchased. We issue a refund only in the specific circumstances described in section 2 below. Refunds for purchases made on the international site are processed by Paddle, our reseller and Merchant of Record, back to your original payment method.
This Refund Policy applies to Pro Licences purchased on the international site (www.framepacker.com). It forms part of, and should be read together with, our Terms of Service.
2. When a refund applies
A refund is issued only in the following cases:
2.1 The entitlement is defective and cannot be used at all
If an activation code or Pro Licence is defective and cannot be used at all, and we are unable to repair or replace it, you may request a refund. Most binding problems can be resolved with the device recovery feature — please contact us first.
2.2 We permanently discontinue the Service
If the Service permanently stops operating for objective reasons such as a change of business direction, a legal or compliance requirement, or the shutdown of the underlying platform, we will refund the unused portion of any paid Pro Licence that still has remaining validity:
- Term-based Pro Licences (monthly, quarterly, yearly): the amount is refunded in proportion to the number of unused days out of the total number of days covered by the purchase.
- Lifetime Pro Licences: the total term is deemed to be 3 years (1095 calendar days) from activation. If less than 3 years have been used, the refund is calculated in proportion to the remaining days; if 3 years or more have been used, no refund is due.
2.3 We make a material change to the Terms and you do not accept it
If we make a material change to the Terms of Service and you do not accept it, you may stop using the Service before the change takes effect and request a refund:
- The value already used is calculated from the actual number of days used (30 days per month), based on the then-current standard price of a monthly Pro Licence.
- That used value is deducted from the amount you actually paid for the entitlement, and the remainder is refunded. If the used value is equal to or greater than the amount paid, no refund is due.
2.4 A billing error or duplicate charge
If you were charged by mistake (for example a duplicate charge or a charge for an entitlement you did not receive), we will refund the erroneous amount once the charge is confirmed with Paddle.
3. How to request a refund
Send an email to [email protected] and include:
- the email address used for your FramePacker account (or the email used at checkout);
- your Paddle order or transaction reference, if you have it; and
- a short note explaining what you would like refunded and which case in section 2 applies.
We may ask for additional information to locate the order. Please do not send full card details by email — we never need them and never store them.
4. How refunds are processed
- Because Paddle is the Merchant of Record for purchases on the international site, refunds are issued by Paddle to your original payment method.
- Once a refund is approved, Paddle typically returns the funds within a few business days; the exact time depends on your bank or card issuer.
- Taxes charged on the original transaction are refunded together with the price paid.
- Refunds are always issued to the original payment method — we cannot refund to a different card, account or currency.
- We may need to close the associated Pro entitlement before or at the same time as the refund is issued.
5. When a refund does not apply
- Where the Pro entitlement was revoked because you breached the Terms of Service (for example unauthorised resale, account sharing, or obtaining the entitlement by exploiting a bug or by fraud).
- Where you simply changed your mind or have no reason covered by section 2.
- Where this policy has been abused, including fraudulently obtaining refunds or repeatedly obtaining refunds for the same or an equivalent entitlement — such conduct may also lead to revocation of the Pro Licence under the Terms of Service.
- For charges that are in fact unrelated to FramePacker (for example a subscription purchased from a different provider).
6. Chargebacks
If you believe a charge is wrong, please contact us or Paddle first — we can almost always resolve the matter faster than a bank dispute. Please note that a chargeback filed without contacting us may result in the associated Pro Licence being suspended while the dispute is investigated.
7. Your statutory rights
Nothing in this policy limits any non-waivable right you have under the mandatory consumer law of your country of residence.
8. Contact
For refund questions, email [email protected]. We aim to answer refund requests within 2 business days.