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.

Credits are digital 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 refund within 14 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.

We will refund duplicate charges, payments for credits that were not delivered, and credits incorrectly consumed because of a verified technical failure attributable to SolidFrame. Depending on the circumstances, we may restore the affected credits instead if you agree.

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 info@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. Requests are reviewed individually, normally within 10 business days.

Approved refunds are returned to the original payment method whenever possible. Processing times after approval depend on the payment provider and your bank and may take 5–10 business days or longer in exceptional cases.

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.

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 info@solidframe.io. Solidframe Technologies OÜ, registry code 14562948, Harju maakond, Tallinn, Lasnamäe linnaosa, Võru tn 2-51, 13612, Estonia. Telephone: +372 5911 6652.