Refund Policy

1. How our plans work

FrameHoist plans (Starter, Pro, Studio and Custom) are one-time payments in US dollars, each for a fixed access period. There is no subscription, nothing is renewed automatically and nothing needs to be cancelled. We do not offer a free usage period, so the refund window below is your chance to check that the service works for you. 1 credit = 1 minute of source video, rounded up. See the Pricing page and the Terms of Service.

2. When you can get a refund

We will refund a purchase in any of these cases:

• Within 14 days of purchase, if you have used less than 20% of the credits from that purchase.
• Billing errors, such as being charged twice or charged the wrong amount.
• Service faults, where the service did not work as described.
• Unauthorised charges, where someone bought a plan without your permission.

3. What is not refunded

• Credits you have used beyond the 20% threshold.
• A change of mind after the 14-day window has passed.
• Losses caused by poor source quality, or results that differ from your expectations, when the service worked as described. FrameHoist uses classical image-processing algorithms and cannot recover detail that was never recorded (see the Terms of Service, section 9).
• Plans that have expired.

Credits that were returned to you automatically (because a job failed on our side, you cancelled before the file was finished, or your browser closed mid-job) do not count as used.

4. How used credits are counted

Credits are reserved when a job starts and returned automatically if the job fails on our side, if you cancel before the file is finished, or if your browser closes in the middle of a job (the daily cleanup returns them within about 12 hours). The percentage is calculated from the credits granted by the purchase you want refunded, using the credits shown on your Account page.

5. Your statutory rights

If you are a consumer in the UK or the EU, you have a 14-day right to cancel a contract for digital services. If you asked us to start the service immediately, you must pay a proportionate amount for what you have already used, and we refund the rest. Nothing in this policy reduces your statutory rights, and where the law gives you more than this policy, the law applies.

6. How to request a refund

• Email support@framehoist.com from the address on your account, or use the contact page.
• Include your account email, the purchase date and amount, and the plan name. If you can, include the Stripe receipt number or the payment reference from the receipt email.
• For a service fault, describe what happened, the browser you used and, if possible, the file size and length of the video. We never need to see your video.

We reply during support hours (Mon to Fri, 09:00 to 17:00 UTC). We may ask for details to verify the request and to protect your account from unauthorised refunds.

7. Refund timing and method

When we approve a refund, we send it to the original payment method through Stripe. It normally reaches you within 5 to 10 business days, depending on your bank or card issuer. We cannot refund to a different card or account.

8. What happens to your credits

A refund removes the credits and access that came with that purchase. If you bought several plans, only the refunded purchase is affected. Any remaining credits from other purchases stay available until their access periods end.

9. Chargebacks

If you have a problem with a charge, please contact us first at support@framehoist.com. We will work with you to resolve it quickly. If a dispute is opened with your card issuer, we will cooperate with the issuer and provide the records of the purchase. A chargeback of a payment we were willing to refund may result in the account being suspended while the dispute is open.

10. Changes and contact

We may update this policy and will post the new date on this page. A change does not affect purchases made before it. Questions about a refund? Contact {{LEGAL ENTITY}} at support@framehoist.com, {{REGISTERED ADDRESS}}.