Refund & Cancellation Policy

Last updated: 2026-06-06

Framer Engine is operated by 香港凱芯科技有限公司, a Hong Kong company (“we”, “us”, or “our”). Our contact details appear in Section 10.

This Refund & Cancellation Policy (“Policy”) applies to Framer Engine purchases, including team subscription plans and model credit top-ups, by businesses and individual consumers. Purchases are billed in USD unless checkout states otherwise, through the payment provider identified at checkout. Mandatory consumer rights under applicable law prevail over this Policy.

By completing a purchase, you agree to this Policy together with our Terms of Service and Privacy Policy.

1. What you are buying

Prices shown at checkout are in USD unless otherwise stated. Taxes (if any) may be collected as required.

2. Order confirmation and delivery

• Payment is processed by the provider identified at checkout. A successful charge is confirmed when we receive the provider's successful payment confirmation. If you have been charged but delivery remains pending, contact support; delayed confirmation does not remove your right to fulfilment or an applicable refund.
• Subscriptions: plan entitlements (seats / plan features) activate after successful payment according to product rules.
• Credits: subscription bonus credits and purchased credit packages are credited to your team/tenant balance after successful payment.
• Digital goods are delivered electronically inside your Framer Engine account. No physical shipping applies.

3. Cancellations (subscriptions)

3.1 No automatic renewal

We do not currently support automatic renewal or automatic renewal charges. Your plan covers the period shown at purchase; extending it requires a manual purchase.

• Choosing not to purchase another period does not end your current paid period early.
• Stopping use does not itself constitute a cash refund request. Any applicable refund is handled under Sections 4 and 5.

3.2 Billing inquiries

For billing or refund questions, email system@zzengine.net with your account email and order reference; include the team name where relevant.

Choosing not to renew does not delete your account or content. Applicable legal rights remain unaffected.

4. Refunds — general rule

Once the purchased service or credits have been correctly delivered, we generally do not offer discretionary change-of-mind refunds. This is not a waiver of statutory withdrawal rights or remedies for non-delivery, defective or materially misdescribed services, unauthorized charges, or other rights under applicable law. Section 5 applies.

In particular, the following are not eligible for refund in ordinary circumstances:

1. Change of mind after purchase
2. Partial use of a subscription period
3. Unused seats within a plan
4. Model credits that have been delivered to your balance (whether unused or partially used)
5. Downgrade, pause, or plan change requests that are not supported by the product
6. Dissatisfaction with AI generation quality or creative outcomes (AI outputs are probabilistic and may vary)
7. Account suspension or termination due to violation of our terms or acceptable use

5. Limited refund eligibility

We review the following cases. Discretionary refunds may be full or partial; refunds required by law are not subject to our discretion:

Consumer rights: Mandatory withdrawal and refund rights under applicable law prevail. This Policy does not itself waive those rights, and use of a team account does not automatically make a purchase a business transaction.

6. Credits and subscriptions — specific rules

6.1 Model credit packages

• Credits are digital goods. Once credited to your account, they are non-refundable and non-transferable outside your team/tenant, except under Section 5.
• Correctly consumed credits are generally not refunded as cash, except for applicable legal remedies or an approved refund under Section 5.
• When a generation task reaches a final failed status, the credits deducted for that task are returned to your account; that is not a cash refund. An error while the task remains pending or is automatically retrying is not yet a final failure.

Retries and cancellation: Automatic retries of the same task do not incur a separate task credit charge. A retry requested by you creates a new task and is charged at the applicable task rate; credits for an original failed task are returned separately. Cancellation is available only for task types that support it. Cancellation or interruption does not by itself guarantee a credit return; final failed tasks are handled under the failure rule above, subject to mandatory rights.

6.2 Subscription included credits

• Monthly/one-time bonus credits included with a plan are part of the subscription value.
• Unused included credits typically do not convert to cash refunds if you cancel or the period ends, unless Section 5 applies.
• Plan upgrades, renewals, and seat changes follow in-product billing rules (including any proration/credit offset shown at checkout). Those offsets are not separate cash refunds unless we expressly state otherwise.

6.3 Expired subscription

• When a paid period ends without a manual renewal, paid seat capacity and plan-specific features may expire.
• Remaining credits and existing materials remain usable after plan expiry, subject to account permissions and the Terms of Service. Plan expiry itself does not clear the remaining credit balance or existing materials and does not create a cash refund right.

Credit validity, rollover, deduction order, task charging and returns, and post-expiry access follow the rules disclosed in the applicable plan or purchase information. Approved refunds may require reversal of the corresponding unused credits and plan entitlements. Statutory remedies remain unaffected.

7. How to request a refund

Email system@zzengine.net with:

1. Account email of the team owner/admin
2. Team / tenant name
3. Payment receipt / order ID / approximate payment time and amount
4. Reason for the request and supporting details

We review requests and may ask for information needed to verify the payment and circumstances. Approved refunds are normally returned to the original payment method through the payment provider; if unavailable, another lawful method may be agreed. Processing and bank/card posting times depend on the provider. Applicable legal deadlines prevail.

8. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute with your bank/card issuer:

• You may contact us at system@zzengine.net for assistance; this is not a condition for exercising rights with your bank or payment provider.
• We may suspend related entitlements during investigation.
• Account restrictions must be proportionate to verified fraud or abuse. A good-faith payment dispute does not itself constitute a breach; fees will not be imposed merely for exercising statutory dispute rights.

9. Changes to pricing and this Policy

• We may change prices for future purchases or manual renewals; existing paid periods are not retroactively repriced except as required by law.
• We may update this Policy from time to time. The “Last updated” date will change when we do. For material changes, we may provide notice via the Services or email.
• The Policy in effect at the time of a purchase generally governs that purchase, except where a newer Policy must apply by law.

10. Contact

Refund / billing support: system@zzengine.net
Operator: 香港凱芯科技有限公司

If this Policy conflicts with mandatory law in your place of residence, that law prevails to the extent of the conflict.