1. Unused credits — 14-day money-back
If you've bought credits and haven't used them yet, you can cancel and get a full refund within 14 daysof purchase, for any reason. This is your EU right of withdrawal, and we honour it for credits that haven't been spent on a deck. Just email us (see §5).
2. Once a deck starts generating
Buying credits is not the same as starting a deck.Paying for credits does not begin any generation and does not waive your right of withdrawal — that's why unused credits stay refundable for 14 days (§1). The waiver below applies only at the moment you actually spend a credit to start generating a specific deck.
Generating a deck is a digital service that we perform immediately and that consumes computing resources as soon as it begins. Because of this:
- When you choose to start a deck, you'll be asked to expressly agree that generation begins immediately and to acknowledge that you lose your 14-day right of withdrawal for that deck once it starts. This is permitted under the EU Consumer Rights Directive for digital services supplied with your prior consent.
- After that point, the credit spent on that deck is non-refundable on the basis of a change of mind or dissatisfaction with the creative result — subject to §3 and §4 below.
3. Decks that fail to deliver — always refunded
If a deck fails to produce a finished file because of a technical problem on our side, we automatically refund the credit you spent — no request, no support ticket needed. This matches our promise that we refund any deck that fails delivery.
4. When a refund isn't due
Once a deck has been generated and delivered, the following are not grounds for a refund:
- changing your mind after generation has started or finished;
- dissatisfaction with subjective creative choices (colours, layout, wording, image selection) — this is what the plan-approval and draft-review steps are for, and your tier's revision rounds let you refine the result;
- problems caused by the content you provided (e.g. an inaccurate source document or an unclear prompt).
None of this affects your separate statutory rights if a deck is faulty or not as describedunder EU consumer law — if something is genuinely wrong on our side, tell us and we'll make it right.
5. How to request a refund
Email contact@framebind.com from the address on your account, telling us what you'd like refunded and why. We aim to respond within a few business days and to process approved refunds within 14 days, to your original payment method. Automatic refunds for failed decks are returned to your credit balance straight away.
6. Changes to this policy
We may update this policy as the service evolves. We'll update the “Last updated” date above; changes don't affect refund requests already in progress.