Legal

Refunds & disputes

Plain-language summary. The binding rules are in our Terms of Service.

Scope: this policy covers the consumer-tier plans (Free / Standard / Pro). Practice-tier subscriptions, including design-partner pilots, run-off mechanics, and Order-Form-specific refund rules, are governed by the Master Services Agreement and your signed Order Form, not by this page.

Cancellation

You can cancel your consumer-tier subscription any time at Settings → Billing → Manage in Stripe → Cancel. Cancellation takes effect at the end of your current billing period. You keep access until then. Your account then enters the 30-day soft-delete window described in our Privacy Policy (Section 7) and Terms (clause 13), after which it is removed from active production.

Refunds

Monthly subscriptions

No refund for partial months. Cancel before your next billing date and you won't be charged again. If you forgot and got billed for a month you didn't use, contact us and we'll consider it case-by-case. Nothing in this section limits any refund right you have under the Australian Consumer Law (e.g. for a major failure of a consumer guarantee — see the ACL section below).

Annual subscriptions

Pro-rata refund within 30 days of the start of an annual term. After 30 days, no refund — you can cancel and keep access through the end of the paid period.

This applies to both fresh annual sign-ups and to monthly-to-annual switches.

Billing disputes

If you think you've been billed in error:

  1. Email support@financefrank.ai with the date + amount + invoice ID. We respond within 48 business hours per our support SLA.
  2. If the dispute is valid (wrong tier, double-charge, etc.) we refund or credit immediately via Stripe.
  3. If you don't hear back within the SLA, escalate by replying to your original ticket — we'll prioritise.

We encourage you to contact us first because most issues are quicker and easier to resolve directly. Chargebacks take Stripe up to 60 days to resolve and may result in temporary account suspension while the dispute runs. You retain all your rights to file a chargeback under the card scheme rules, the ePayments Code (where Stripe's acquiring chain falls within its scope), and (for ADI-issued cards) the Code of Banking Practice 2025.

Failed payments

If a payment fails (expired card, insufficient funds), Stripe automatically retries on its Smart Retries schedule (typically up to ~3 weeks; the exact retry count and cadence depends on Stripe's machine-learned policy and your card-network response codes, so the window can be shorter for some failures). During that grace period your access continues uninterrupted — we won't silently downgrade you for a temporary card issue.

You'll get an email from us on the first failure with a link to update your card via the Stripe Customer Portal. If Stripe gives up after the retry window, your subscription cancels and your tier downgrades to Free (data preserved).

Changes to this policy

We'll give at least 30 days' notice via email before changing this policy in a way that affects existing subscribers. Material adverse changes will not apply to subscriptions that are mid-term at the time the change takes effect — existing annual subscribers will be governed by the policy as it stood on the date their then-current subscription was paid, and the change applies only at the next renewal. (Material adverse means a change that reduces a refund right or shortens an access period; clarifying or customer-favourable updates apply on the effective date.)

Australian Consumer Law

Nothing in this policy excludes or limits any consumer guarantee you have under the Australian Consumer Law, including the consumer guarantees as to acceptable quality (s 54), fitness for purpose (s 55), and reasonable care and skill (s 60). If the service doesn't meet a consumer guarantee, you may be entitled to a remedy (refund, replacement, repair, compensation for loss) in addition to anything described above. Where the failure is “major”, you can choose your remedy.

This policy is the canonical source for cancellation and refund rules — clause 5 of the Terms of Service refers to this page rather than restating the rules.

Last updated: 2026-05-10. Questions: support@financefrank.ai.