Refund Policy

Section 1 — Scope and Definitions

1.1 This Refund Policy governs refunds of amounts paid in connection with the Service. It distinguishes between two categories of payment, which are subject to different rules:

• (a) "Subscription Fees" means Fees paid by Customer to Frabo for a Subscription Plan, add-ons, or usage. Sections 2 through 5 govern refunds of Subscription Fees.
• (b) "Customer Transactions" means payments made by Customer's own customers to Customer, for example through a Frabo pay link. Customer Transactions are charged on Customer's own Stripe account and are never received by Frabo; refunds of them are within Customer's sole control. Section 6 governs. Sales in a Frabo Shop are not Customer Transactions: Frabo is their merchant of record, and Section 6A governs their refunds.

Section 2 — Cancellation

2.1 Customer may cancel its Subscription Plan at any time online in Settings → Plan & billing. No telephone call, retention form, or cancellation fee is required.

2.2 Upon cancellation, the Subscription Plan remains active until the end of the Subscription Term already paid for and shall not renew. Customer retains access until that date and may export Customer Data at any time, including after the Subscription Plan ends.

Section 3 — Refund-Eligible Circumstances

Frabo shall refund the affected Subscription Fees in full where:

• (a) Billing Error: Frabo charged Customer in error, including a duplicate charge, an incorrect amount, or a charge made after Customer had cancelled;
• (b) Unintended Renewal: Customer was charged for a renewal it evidently did not intend, notifies Frabo within seven (7) days of that renewal, and has not materially used the Service since the renewal;
• (c) Service Failure: a material failure attributable to Frabo prevented Customer from using the Service for a substantial portion of a Subscription Term and Frabo did not remedy it within a reasonable time; or
• (d) Statutory Right: applicable law requires a refund, including any statutory right of withdrawal (for example, the fourteen (14) day right of withdrawal from a new subscription available to consumers in the European Union and the United Kingdom), which Frabo shall honour.

Section 4 — Non-Refundable Amounts

4.1 Except as provided in Section 3, Subscription Fees for partially used Subscription Terms are non-refundable. Cancellation prevents the next charge; it does not refund the current Subscription Term.

4.2 Add-ons and usage already consumed (for example, generated media or additional processing) are non-refundable once used.

4.3 Where Frabo terminates an Account for breach of the Acceptable Use Policy, Subscription Fees for the remainder of the Subscription Term are non-refundable.

4.4 Notwithstanding the foregoing, Customer may submit any request it considers warranted. Each refund request is reviewed by a member of Frabo's staff, and Frabo may grant a refund at its discretion.

Section 5 — Refund Request Procedure

5.1 Submission. Requests shall be sent to support@frabo.ai from the email address associated with the Account, or through in-app support, and should state the date and amount of the charge and the reason for the request.

5.2 Response. Frabo aims to respond within two (2) business days. Approved refunds are returned to the original payment method through Stripe, and typically appear on Customer's statement within five (5) to ten (10) business days, depending on Customer's bank.

5.3 Chargebacks. Customer agrees to contact Frabo before disputing a charge with its card issuer. A chargeback withholds the funds for an extended period and may result in suspension of paid features while it is pending, as described in the Dispute Policy.

Section 6 — Refunds of Customer Transactions

6.1 Merchant of Record. Except for Frabo Shop sales (Section 6A), Customer Transactions are made directly to Customer's connected Stripe account. Customer is the seller and merchant of record. Frabo does not hold the funds.

6.2 Customer's Refund Policy. Customer is solely responsible for establishing its own refund policy, disclosing it to its customers before payment, and issuing refunds from its Stripe dashboard. Frabo does not issue refunds to Customer's customers on Customer's behalf.

6.3 Recording. Upon notification from Stripe that a refund has occurred, the Service records it in Customer's records: a partial refund is recorded in the amount actually returned, and if a refund subsequently fails, the Service reverses the entry.

Section 6A — Frabo Shop Refunds

6A.1 Frabo Shop Refunds. Frabo makes refunds of Frabo Shop sales from its own Stripe account, at the store owner's request, on a buyer's request that Frabo accepts, or automatically where an order could not be sent to Frabo's supplier within five days of the sale. Who carries a refund is set out in Article 14A of the Terms. If a refund later fails at Stripe, everything it took from the store owner is given back.

6A.2 Protection for Every Order. Every Frabo Shop order carries fifteen-day protection. If a product arrives damaged, faulty, wrong, not as described or with parts missing, the buyer reports it on the order page within fifteen days of the delivery date the carrier reports, with photos that show it, and chooses a refund or a replacement. Nothing is sent back. Frabo refunds the full amount paid, sales tax included, to the card used, or has a replacement sent at no cost; where the photos do not show the problem, the buyer is told why.

6A.3 Change-of-Mind Returns Where Offered. A product is returned for a change of mind only where its product page offers fifteen-day returns; a product made to order, and a product whose product page says it has no change-of-mind returns, is not. A product whose product page offers them may be returned for any reason within fifteen days of the delivery date the carrier reports. The buyer starts the return on the order page, confirms it with a code sent to the email used at checkout, and posts the item unused and complete, with the return number Frabo gives, to the address given with it (Frabo's, or the store owner's where the store owner has given one) within ten days. The buyer pays the return postage. Once the item arrives as it was sent, Frabo refunds the full amount paid, sales tax included, to the card used. An item that arrives used, damaged or incomplete is not refunded, and the buyer is told why. A buyer with two returns in 90 days may have a further return reviewed before it is authorised.

6A.4 Delivered Orders. Where the carrier's tracking shows an order delivered to the address the buyer gave at checkout, Frabo does not refund it as not received. Frabo keeps that tracking record, with the address and the terms the buyer accepted, as its evidence in any card dispute. A buyer who cannot find a delivered parcel should check with neighbours and their building or mail room, and then contact Frabo, which asks the carrier to trace it.

Section 7 — Guarantees

7.1 Frabo may from time to time offer a written guarantee on a specific Subscription Plan (for example, a savings guarantee). Where Customer purchases a plan subject to such a guarantee, the terms disclosed at checkout and on the guarantee page apply in addition to this Refund Policy and control in the event of conflict.

Section 8 — Contact

Refund questions: support@frabo.ai.

Email from Frabo is sent from @frabo.ai addresses (such as no-reply@frabo.ai for sign-in and account email, adam@frabo.ai for notifications and reports, and hello@frabo.ai for marketing). Our monitored support and legal inbox is support@frabo.ai.

Frabo is a product of USRA, LLC.