Refunds, cancellation & your right of withdrawal.

This policy is part of our Terms of Service.

• If you are a consumer — you bought Fraiwy for purposes outside your trade, business, craft or profession, and you live in the EU or EEA — sections 2 to 6 give you statutory rights that we cannot reduce. Everything else in our Terms is read subject to them.
• If you are a business customer, sections 2 to 6 do not apply to you. Your position is set out in section 7.

If you are a consumer outside the EEA, we apply sections 2 to 6 to you as a matter of policy, not obligation.

As a consumer you may withdraw from your purchase within 14 days, without giving any reason. The 14 days run from the day the contract is concluded — the moment we confirm your order. This applies both to subscriptions (a service) and to Essence top-ups (digital content).

How to withdraw. Tell us clearly, before the 14 days are up. Either:

• use “Withdraw from a purchase” in Account → Subscription — the fastest route, with an instant timestamped confirmation; or
• send an unambiguous statement to contact@fraiwy.com — an email saying you withdraw is enough; or
• use the model withdrawal form in section 11. You are not required to use it.

It is enough that you send your notice before the deadline expires.

What we do. We reimburse all payments we received from you for that purchase, using the same means of payment you used, within 14 days of being told, and we do not charge you any fee for this. Where the pro-rata rules in section 3 or 4 apply, we say so plainly below — and we show you the exact figure before you confirm.

When you subscribe you can start generating immediately. That means you are asking us to begin performing the contract during the withdrawal period, and we ask you to confirm exactly that at checkout.

If you then withdraw within the 14 days:

• If you used no Essence, you get everything back — regardless of how many days have passed. That is more generous than the statutory minimum, and it is exactly what our refund code does.
• If you did use Essence, you pay only for what you actually used — your statutory position under Article 14(3) of the Consumer Rights Directive. We deduct whichever is larger of the time-based share (days elapsed ÷ days in the billing period, × price) and the usage-based share (Essence consumed ÷ monthly allowance, × your plan’s monthly price) — never both, so what you used is only ever counted once.
• We refund the rest, within 14 days, by your original payment method, with no fee.

We show you this figure on screen before you confirm the withdrawal, so there are no surprises.

Essence top-ups are digital content supplied without a tangible medium. The law lets us treat them differently — but only if we ask you properly, so we do. At checkout, for every top-up, you choose:

Even if you chose Option A, we still give you this: if you have used none of the Essence from that top-up, you can ask for a full refund within 14 days of purchase and we will give it — no fee, no questions, same payment method. This is a voluntary commitment on top of your statutory rights.

What we will never do: deduct a percentage “service fee” from a statutory withdrawal refund. Some platforms do; it is not lawful against an EU consumer, and we enforce this with an automated test in our codebase.

Your withdrawal right does not extend to:

• Top-ups where you chose Option A and have already spent Essence from that top-up — except for the goodwill refund in section 4 while it is unspent, and except for the pro-rata rule in section 3 for subscription allowances.
• Purchases made more than 14 days ago — unless something has gone wrong with the service, in which case see section 8, because that is a different right entirely.

Nothing here limits your statutory rights if the service is faulty, not as described, or not supplied.

So the maths above is transparent, this is how Essence actually works:

• Purchased top-up Essence never expires. It survives plan changes, cancellation and downgrades, and is always spent last.
• Subscription-allowance Essence refills each billing period while your subscription is active. Up to one full monthly allowance of unused Essence rolls over into the next period; rollover is spent first.
• Every generation shows its exact Essence cost before you run it. If we change a model’s Essence cost, the change never applies retroactively to generations you already ran, and the cost shown at the moment you generate is always the cost you pay.

If you buy Fraiwy for business purposes — including team plans — there is no statutory right of withdrawal. Fees are non-refundable except where the service is materially defective and we cannot fix it within a reasonable time. Subscriptions run to the end of the paid term and then stop if cancelled. Nothing in this section limits any mandatory rights you have under Lithuanian law.

If a generation fails through our fault or the fault of a model provider — a server error, a timeout, a corrupted output — the Essence is returned to your balance automatically. You do not need to ask, and it does not count against any refund window.

If the service is materially unavailable for a sustained period, contact contact@fraiwy.com. Depending on the impact we will extend your billing period or refund a proportionate part of it.

A generation that runs successfully but that you simply do not like is not a fault. Model output is inherently variable, and we tell you this before you buy.

Cancelling is one screen. Go to Account → Subscription → Cancel plan, confirm, done. There is no retention flow, no phone number to call, no email you have to write. We confirm the cancellation by email straight away.

When you cancel:

• Your plan stays active until the end of the period you have already paid for. It does not renew after that.
• Subscription-allowance Essence (including rollover) is available until the end of that period and then expires.
• Purchased top-up Essence never expires — it stays on your account and remains usable after your subscription ends.
• Your account and your content are not deleted by cancelling. Deletion is a separate action in Account → Settings.

Cancelling is not the same as withdrawing. Withdrawal (sections 2 to 5) gets your money back within 14 days of a purchase. Cancelling stops future renewals.

• Subscriptions renew automatically at the then-current price for the same period until you cancel. We tell you this on the checkout screen, not just here.
• We email a renewal reminder before every annual renewal. (New accounts get a one-time free Essence grant that simply expires if unused — there is no card-on-file trial that silently converts to a paid plan.)
• We give at least 30 days’ notice by email of any price increase. It only takes effect from your next renewal — the price of your current term never changes. If you do not want the new price, cancel before the renewal date.
• If a renewal payment fails, we retry and email you, and you have at least 14 days to update your payment method before your plan benefits are suspended. Your top-up Essence is unaffected either way.

You do not have to use this, but you may.

The checkout screen shows the total you will pay, including any applicable VAT, before you confirm. Business customers with a valid VAT ID may be able to buy under the reverse charge. Every payment produces an invoice, available from the billing portal in Account → Subscription. If you withdraw or receive a refund, we issue the corresponding credit documentation.

Please contact contact@fraiwy.com first. We answer every refund request within 5 working days.

If we cannot resolve it, as an EU consumer you may:

• refer the matter to the Lithuanian State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba), which handles out-of-court consumer disputes;
• contact the European Consumer Centre in your country if you bought from another Member State; or
• bring proceedings in the courts of the country where you are domiciled, as Article 18(1) of Regulation (EU) 1215/2012 allows.

The EU Online Dispute Resolution platform was permanently shut down on 20 July 2025 and is no longer available. Any site still linking to it is out of date.