Frames Gateway — Refund Policy

> DRAFT — pending legal review. Founder-drafted launch version. Not yet > reviewed by counsel; do not treat as final legal language.

_Last updated: 2026-06-09_

This policy reflects how the money actually moves: when a run consumes credits, Frames has already paid model providers and tool sellers from its own treasury on your instruction. That settled money cannot be pulled back from sellers — which is exactly why the rules below are what they are.

1. Unused credits — refundable

Credits you bought but haven't consumed are refundable. Contact support (the contact in the dashboard) and we'll refund the unused portion to your original Stripe payment method and zero the corresponding ledger balance. Open reserve holds for in-flight runs must finish or be released first.

2. Consumed credits — not refundable

Credits consumed by completed or failed runs are not refundable: the underlying funds have already settled to third-party tool sellers and model providers. A failed run is charged only for what actually settled before the failure; the unspent remainder of its budget hold is automatically released back to your balance.

3. The exception: verified-undelivered paid calls

If a paid tool call verifiably failed to deliver — an empty body, an upstream error returned as a "success", or a response that doesn't match the seller's signed receipt — Frames refunds those credits automatically and best-effort, absorbing the loss itself. This happens through the delivery verification gate built into every run: undelivered paid calls are excluded from your charge when the run settles, and the receipt is marked delivered: false so you can see exactly which calls were not billed.

Limits, because this refund is verification-gated by design:

• Calls run at verification level none are unverifiable and stay charged.
• "Delivered but I didn't like the content" is not non-delivery — we verify
• The refund is best-effort: it covers the tool spend of the undelivered call,

4. Stripe disputes and chargebacks

If you open a card dispute or chargeback with Stripe:

• the credits associated with the disputed payment are frozen immediately,
• if those credits were already consumed (funds settled to sellers), the
• please contact support before disputing — unused-credit refunds (section 1)

5. Subscriptions

You can cancel a subscription any time via the Stripe customer portal in the dashboard; cancellation stops future renewals. The current period's fee is not prorated, but any unused purchased credits remain refundable under section 1.