Refund Policy
We want billing issues to be straightforward. Here's how refunds work for SourceFrame and how to contact us if something doesn't look right.
- First Pro payment
- Refund requests accepted within 14 days, subject to usage and abuse review.
- Renewal
- Accidental renewal requests can be reviewed if you contact us within 14 days of the charge.
- Canceling Pro
- Stops future renewals. It does not automatically refund a charge that has already been made.
- Need help?
- Contact SourceFrame support with your account email and the charge details.
Refund eligibility
SourceFrame Pro is billed monthly at $19/month. Refunds work differently for your first payment and for later renewals.
Within 14 days of your first payment
If SourceFrame Pro isn't right for you, contact us within 14 days of your first Pro payment. We generally approve these requests unless there has been substantial use of the paid research capacity or evidence of refund abuse.
Reviewed, not automatic
Canceling Pro prevents future renewals, but it does not automatically refund a charge that has already been made. If you renewed unintentionally, contact us within 14 days of the renewal charge. We'll review the request based on the timing and your use of Pro since renewal.
We may decline discretionary refund requests where there has been substantial use of Pro or evidence of repeated refund abuse.
How to request a refund
Contact SourceFrame support and include:
- the email address associated with your SourceFrame account;
- enough billing information for us to identify the charge — for example the charge date and amount, or the receipt number;
- a short description of the issue or reason for the request.
Please don't send full card numbers, security codes, passwords, or other payment credentials — we never need them to locate a charge.
Payments and refunds are processed by Paddle, SourceFrame's Merchant of Record. Depending on the situation, you may also be able to manage or request billing help through Paddle's buyer support and receipt portal.
Cancellation vs. refund
These are two different actions. Canceling does not request a refund, and requesting a refund does not cancel your subscription.
Stops future renewals
Canceling Pro stops future renewal. You can continue using your current plan according to its billing status until the change takes effect.
A charge already made
A refund concerns a charge that has already been made and must be requested separately through support.
Canceling a subscription is also separate from deleting your account.
Research Credit usage
Refund eligibility may take into account how much of the paid research capacity has already been used. We don't use a fixed public credit threshold; requests are reviewed based on the circumstances.
Research you have already generated remains accessible even when credits are exhausted.
Incorrect or duplicate charges
If you believe you were charged incorrectly, see a duplicate SourceFrame charge, or don't recognize a charge on your statement, contact us so we can investigate it. Include the charge date and amount so we can locate it quickly.
When SourceFrame isn't working as expected
If a persistent technical issue prevents you from receiving the paid service and we're unable to resolve it, contact us. We'll review the situation and, where appropriate, arrange a refund.
After a refund
If a Pro payment is refunded, your paid entitlement may end and your account may return to the Free plan. Your existing SourceFrame research remains available under the normal Free-plan rules.
Processing
Once a refund is approved, it is processed through Paddle and returned to the original payment method where possible. The time it takes to appear can depend on Paddle, your payment method, and your financial institution.
Legal rights
Nothing in this policy limits rights that cannot be excluded under applicable law.
Still have a billing question?
Send us a message and include the email address associated with your SourceFrame account.