Refund policy

1. Payments are non-refundable

The Agent subscription gives immediate access to AI features that incur a cost each time they are used. For that reason all payments, for a first billing period and for every renewal, are non-refundable, except where this policy or the law provides otherwise.

The editor is free to use without a subscription, so you can try Keyframe before you pay.

2. Cancelling

You can cancel at any time from your account page. Cancellation stops future renewals and takes effect at the end of the billing period already paid for. No refund or credit is given for the remainder of a period or for usage allowance you did not use.

3. Charges made in error

A duplicate charge, a charge made after a cancellation had taken effect, or a charge for the wrong amount will be refunded. Contact us within 30 days of the charge.

4. If the service fails

If a fault on our side made the AI features unavailable for a substantial part of a billing period, contact us. We will extend your subscription by the time affected or, where the law requires it, refund in proportion.

5. Your statutory rights

Nothing in this policy limits rights that cannot be limited by law. In some countries and regions consumers have a legal right to withdraw from a purchase within a set period; where that right applies to you, it will be honoured.

Where the law permits, by subscribing you expressly ask us to begin providing the AI features immediately and acknowledge that the right to withdraw ends once you start using them.

6. Refund abuse

Requests that show fraud or abuse, such as repeated purchase-and-refund cycles or the use of several accounts, are refused, and the accounts involved may be closed.

7. How to make a request

Email us, or contact Paddle at paddle.net or with the link in your Paddle receipt. Please include the email address of your account.

Requests are assessed under this policy and Paddle’s own refund policy, and we may provide Paddle with the usage level of the period concerned. Approved refunds are returned to the original payment method; the time to arrive depends on your bank or card issuer.

8. Effect of a refund

When a payment is refunded, access to the Agent and its AI features ends for the period that payment covered. Your projects remain on your device, and the editor remains free to use.

9. Payment disputes

If you think a charge is wrong, please contact us before disputing it with your bank; we can usually resolve it faster. Access to the AI features is suspended while a dispute is open, and an account with an upheld dispute may not subscribe again.