1. Overview
This policy explains the Send-It Guarantee and when fees paid to [LEGAL ENTITY NAME] for DropFrame memberships are refundable. It is part of the Terms of Service. Except as stated here or required by law, all fees are final and non-refundable, including partial months, unused seats, and unused time after cancellation.
2. The Send-It Guarantee
We stand behind the first Drop you run. If, within your first 30 days as a paying member, you run one real brief through the Treatment Drop and the result is not something you would put in front of a client, we will refund your first payment.
Conditions
- The request must be made within 30 days of your first charge, by email to hello@dropframe.ai from the account email, with the subject "Send-It Guarantee."
- Include the brief you used and the treatment DropFrame produced, so we can see what went wrong and fix it for everyone.
- The guarantee covers one refund per person or organization, on a first membership only. It is not available to anyone who has previously received a refund under it.
- For monthly plans we refund the first month's charge. For annual plans we refund the full annual charge if the request is made within the first 30 days.
- The guarantee does not apply to Agency onboarding fees, add-on seats purchased mid-cycle, or free offerings.
- You keep the treatment and any Lab recordings you accessed. Your membership ends on refund and any founding rate is forfeited.
We may decline a request that is abusive or fraudulent, or where the account breached the Terms or Acceptable Use Policy.
3. Refunds outside the guarantee
- Duplicate or erroneous charges are refunded in full once verified.
- Service outages: if the DropFrame Connection is unavailable for more than 72 consecutive hours because of a fault on our side (not your AI client, network or a third-party platform), you may request a prorated credit for the downtime.
- Price changes: if you cancel before a notified price increase takes effect, you are not charged the new price.
- Legal rights: nothing here limits refund rights you have under mandatory consumer law in your country, including any statutory cooling-off period that cannot be waived.
Refunds are issued to the original payment method and may take 5 to 10 business days to appear, depending on your bank.
4. Cancellation
Cancel any time from your membership settings in the community platform or by emailing hello@dropframe.ai. Cancellation stops future renewals; access continues until the end of the paid period. After that, the Drops stop responding to your account, Lab access ends, and your job records remain exportable for 30 days before deletion. Cancelling ends any founding or promotional rate.
5. Chargebacks
If you believe a charge is wrong, contact us first; we resolve almost everything within a business day. Disputing a charge with your bank without contacting us may result in suspension of the account while the dispute is investigated and recovery of any fees owed.
6. Contact
Billing questions: hello@dropframe.ai