Refund Policy

Last updated 9 September 2026

This page explains when Maximum Ventures LLC ("Keyframes", "we") gives money back for a subscription to the app at app.keyframes.mov. It sits alongside theTerms of Service, and clause 7 of those terms is where the rest of the billing arrangement lives.

1. Nothing is being charged yet

Keyframes is in a free private alpha and paid plans aren't switched on. Until they are, there's nothing here to refund. We're publishing the policy in advance so that the terms are on the table before anybody is asked for a card.

2. Fourteen days on your first payment

If you're unhappy with a paid plan, write to us within 14 days of your first charge on that plan and we'll refund it in full, no questions about why. This covers the first payment on a plan, so if you've been subscribed for months and only now want out, please read section 4 instead.

Refunds go back to the card that paid, through Stripe, and usually land in five to ten business days depending on your bank.

3. Plans bill monthly

Every paid plan is billed monthly in advance and renews until you cancel. There's no annual plan, which keeps this simple: the most anybody has paid ahead is one month, and nobody is locked into a year they want out of.

4. Cancelling stops the next charge

You can cancel from Settings at any time, which opens the Stripe billing portal. Cancelling ends the renewal and leaves your access running until the end of the month you've already paid for. It doesn't refund the remainder of that month, so it's worth cancelling when you know rather than waiting for the renewal to remind you.

Changing plan mid-month is different. If you move up or down a tier, Stripe prorates the difference and applies it to your next invoice, and that's a credit rather than a refund.

5. Extra seats

Extra seats are billed monthly alongside the plan and follow the same rules. Removing a seat stops it being billed from the next invoice and Stripe credits the unused part of the month.

6. AI credit packs

A credit pack is a one-off purchase that tops up your AI allowance. An unused pack can be refunded within 14 days of buying it. Once you've spent credits from it we can't refund those, because the requests behind them have already been made and paid for at our end.

You don't lose an unused balance by downgrading. Credits sit on your account and resume when you're back on a plan that can use them, which is why we don't refund them at a downgrade.

7. When we'll refund outside the window

Some things aren't a change of mind and we'll fix them whenever they turn up:

• You were charged twice for the same month.
• You were charged after cancelling.
• You were charged the wrong amount, or for a plan you didn't choose.
• A fault at our end left the service unusable for a meaningful stretch of the month you paid for. Get in touch and tell us what you couldn't do.

We also don't hold student subscribers to a bill they didn't expect. If yourstudent verification lapses and the plan renews before you notice, tell us and we'll sort out that charge.

8. What we don't refund

• Months that have already run, beyond the first-payment window in section 2. Using the software for a month and then asking for that month back isn't something we can do.
• Credits you've already spent, per section 6.
• Accounts we've closed for breaking the Terms of Service.
• Anything you paid a third party. Stripe handles the payment, but if you bought hardware, insurance or a service from somebody else because of something you read here, that's between you and them.

Refunds are all or nothing. We refund a charge in full or we don't refund it, and we don't do partial adjustments of a month, because a half-refund leaves your account in a state the billing system reads as still paid.

9. What a refund does to your account

Refunding a subscription charge puts the account back on the Free plan straight away. Free allows one active production, so if you had more than that, the extrasfreeze rather than disappear. A frozen production is still readable and still exportable, it just can't be edited until you're back on a plan that covers it. Nothing is deleted by a refund, and paying again unfreezes everything.

Please export anything you need before you ask for a refund. It's the same advice as clause 1 of the terms and it applies just as much here.

10. How to ask

Email [email protected] from the address on the account and tell us which charge you mean. It helps if you include the date and the amount. We aim to answer within three business days and to process anything we've agreed to within five.

If you disagree with an answer, reply and say so. We'd much rather sort it out directly than have you go to your bank, and a chargeback is the slow way round for both of us. A disputed charge suspends the plan while the bank looks at it, exactly as a refund does.

11. Your legal rights

Nothing on this page takes away a right you have under consumer law where you live. If you're in the UK or the EU you have a statutory right to cancel a purchase of digital services within 14 days, and section 2 is written to match it rather than to sit under it. Where local law gives you more than this policy does, local law wins.

12. Changes to this policy

We'll post changes here and update the date at the top of the page. A change never applies backwards, so whatever this page said on the day you were charged is the policy for that charge.

13. Contact

[email protected], or Maximum Ventures LLC, Florida, United States.