Refund Policy

Emberframe is a digital product. Because each purchase unlocks an immediate, downloadable video file, we offer a limited 14-day refund window on every purchase, subject to the conditions below.

Eligibility

Refund requests are reviewed on a case-by-case basis by our payment provider, Paddle, who is the Merchant of Record for all our orders. Refunds may be denied where, in Paddle's or our reasonable judgment:

• The video was successfully downloaded and the request appears to be an attempt to obtain the product for free.
• The same customer has a pattern of purchasing, downloading, and requesting refunds.
• The request is made outside the 14-day window.
• There is evidence of fraud, chargeback abuse, or violation of our Terms.

Genuine issues — failed downloads, corrupted files, duplicate charges, or the product not working as described — will be refunded.

How to request a refund

1. Visit paddle.net and look up your order using the email address you used at checkout.
2. Submit a refund request from your order page, including the reason.
3. Or email us at support@emberframe.app and we'll help you out.

When you'll get your money back

Approved refunds are returned to your original payment method by Paddle, typically within 5–10 business days depending on your bank.

Questions

For anything refund-related, contact us at support@emberframe.app or reach Paddle directly at paddle.net.