Refund Policy

Last updated: October 8, 2026

What happens when you cancel a Frabo plan, when we give money back, and how refunds work for payments your own customers make to you through Frabo.

This policy forms part of, and is incorporated by reference into, the Frabo OS Terms of Service (the "Terms"). Capitalised terms used but not defined in this policy have the meanings given in the Terms. Where mandatory law applicable to you confers greater rights, those rights prevail. The summary above is provided for convenience only. Nothing herein constitutes legal, tax, or financial advice.

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.

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 [email protected] 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. 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 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: [email protected].

Email from Frabo OS is sent from @frabo.ai addresses (such as [email protected] for sign-in and account email, [email protected] for notifications and reports, and [email protected] for marketing). Our monitored support and legal inbox is [email protected].

Frabo OS is a subsidiary of USRA, LLC.