Digital service and credit delivery

FrameNotes provides a digital video-processing service. Paid subscription credits and one-time conversion-pack credits are added to the customer account after payment is confirmed. Because processing capacity can be used immediately, refund eligibility depends on whether the paid credits have been used.

One-time conversion packs

You may request a refund within 7 days of purchase if none of the credits from that pack have been used or reserved for a processing job. Once any credit from the pack has been used, the pack is generally non-refundable, except where required by law or where FrameNotes confirms a duplicate charge or material service failure.

Monthly and annual subscriptions

You may request a refund within 7 days of the initial subscription payment if none of the paid credits granted for that subscription have been used. Subscription renewals are generally non-refundable once paid credits for the new billing period have been used. You can cancel a subscription to prevent future renewal; access and remaining eligible credits continue according to the account status shown by FrameNotes.

Duplicate charges and service failures

If you were charged more than once for the same purchase, charged after a confirmed cancellation, or could not receive the purchased credits because of a verified FrameNotes or payment-processing error, contact us. We will investigate and correct an eligible charge. A failed conversion does not by itself create a refund claim when the conversion credit has already been automatically restored.

How to request a refund

Email contact@framenotes.org from the address used for your FrameNotes account. Include the purchase date, plan or pack name, order or receipt number, and a short explanation. Do not send full card details. We normally respond within 5 business days.

Approved refunds

Approved refunds are returned to the original payment method. Your bank or card provider may take 5–10 business days to display the refund. Refunded or disputed credits may be frozen or removed from the account. Existing generated notes remain viewable unless removal is required for security, fraud prevention, or law.

Local consumer rights

This policy does not limit any non-waivable refund, cancellation, or consumer rights that apply in your country or region. Where local law provides stronger rights, those rights apply.

Related information

See the Pricing page, Terms of Service, and Privacy Policy for additional information.