Refund Policy

This Refund Policy applies to purchases of prepaid credits and other digital services made through solidframe.io and SolidFrame Studio. The Service is operated by Solidframe Technologies OÜ.

This Policy supplements our Terms and Conditions and does not limit any mandatory consumer rights available under applicable law.

AI Compute Credits are closed-loop software utility units delivered to your SolidFrame account after a successful payment. They can be used for eligible editing, generation, processing, and production operations shown in the Service.

Before completing payment, you are shown the package, number of credits, currency, total price, and any applicable taxes or fees. Prices are normally displayed and charged in euros (EUR).

You may request a full monetary refund of an unused, unspent credit package within 14 calendar days after purchase if the purchased credits have not been used and mandatory law does not provide a different period. If any credits from the purchase have been consumed, the digital service has begun at your request and the purchase is generally no longer eligible for a voluntary refund, except where required by law.

If an AI processing task, timeline generation, or video export fails due to a server or infrastructure error, consumed AI Compute Credits are automatically restored to your balance within 60 minutes. Contact support if a restoration is missing. Payments for credits that were not delivered are eligible for a refund.

Refunds are not normally provided because a generated result did not match a subjective creative preference, a third-party provider rejected a request under its safety rules, a user accidentally used credits, or an account was suspended for violating our Terms.

Consumers in the European Union or European Economic Area generally have a 14-day right of withdrawal for distance contracts. For digital content or services supplied immediately, that right may be lost once performance begins after the consumer expressly requests immediate supply and acknowledges the loss of the withdrawal right, to the extent permitted by law.

Nothing in this Policy excludes remedies for digital content or services that are faulty, not supplied, or not in conformity with the contract under mandatory consumer-protection law.

Email support@solidframe.io with the account email address, purchase date, amount, transaction or invoice reference, reason for the request, and any relevant screenshots. Do not send full card details or card security codes.

We may ask for reasonable additional information to locate the transaction, verify account ownership, investigate usage, and prevent fraud. Support inquiries are responded to within 24 business hours.

Verified billing errors, duplicate transactions, or accidental multiple submissions are refunded to the original card within 3 to 5 business days. Other approved refunds are returned to the original payment method; your bank determines when the credit appears on your statement.

The refunded amount may exclude credits already lawfully consumed and non-refundable third-party charges where permitted by law. When a purchase is refunded, the corresponding unused credits will be removed from the account.

Credit packages are one-time purchases with no recurring subscription or automatic renewal to cancel. You may stop using the Service at any time; eligible refunds are described above.

Please contact us before initiating a chargeback so we can investigate and resolve the issue. Fraudulent or abusive chargebacks may result in account restriction, without affecting legitimate statutory rights.

Refund requests and questions should be sent to support@solidframe.io. Solidframe Technologies OÜ, registry code 14562948, Harju maakond, Tallinn, Lasnamäe linnaosa, Võru tn 2-51, 13612, Estonia. Telephone: +372 5911 6652.