Refund Policy
Last updated 19 October 2026
Last updated 19 October 2026
Timeframer Pro is a one-time purchase, and we would rather you were happy than keep your money. The catch is that who refunds you depends on where you bought — and in one case it genuinely isn't us.
Before buying anything: every premium set can be seen in the gallery, reading the real time, and the entire free tier is permanent. You can try a great deal of Timeframer without spending a thing.
| Bought on | Who refunds you | How |
|---|---|---|
| timeframer.app (web) | Paddle, our merchant of record | Email us, or use Paddle's buyer portal |
| App Store (iPhone and iPad) | Apple only — we cannot do it | reportaproblem.apple.com |
| A promotional code | Nothing to refund | No money changed hands |
Bought Frame Builder? It has a refund rule of its own: see Frame Builder, below.
Web purchases are handled by Paddle, who act as the merchant of record. Paddle is the seller of record for that transaction, which is why "Paddle" rather than "Timeframer" appears on your card statement.
We offer a 30-day refund. If Timeframer isn't what you hoped within 30 days of buying, email support@timeframer.app with the address you bought with. You do not have to give a reason. We will pass it to Paddle and confirm when it is done; Paddle then returns the money by your original payment method, which typically takes a few working days.
You can also contact Paddle directly through the buyer portal linked from your receipt.
Once a refund is issued, the Timeframer Pro unlock is removed from your account and the premium sets lock again. Please allow us a little time to process this — it is currently done by hand rather than instantly by machine.
As a consumer in the EU or UK you normally have 14 days to withdraw from a distance purchase. For digital content delivered immediately, that right ends once delivery begins with your consent — which is what happens when the unlock applies straight away at checkout. Our own 30-day policy above is deliberately more generous than the statutory minimum, so in practice you should use it.
Purchases made inside the iPhone or iPad app go through Apple's In-App Purchase system. Apple is the seller, Apple takes the payment, and only Apple can issue the refund. We have no ability to reverse an App Store charge, however much we might want to.
Request one at reportaproblem.apple.com, signed in with the Apple Account you purchased with. Apple decides these individually, generally within a couple of days.
If Apple declines and you feel that's unfair, email us anyway — we can't refund the charge, but we can sometimes help in other ways.
If you paid and the unlock didn't appear, that's a bug, not a refund question. In the app, use Restore purchases in Settings → Account first. On the web, sign out and sign in again the same way you bought. If it still isn't there, email support@timeframer.app — we would much rather fix it than refund you.
Frame Builder Lifetime is a one-time purchase on the web: lifetime access to Frame Builder's print files, for personal use, with Timeframer Pro included. Paddle sells it, as our merchant of record, just as it sells Pro on the web.
Its refund rule is not Pro's, because a print file you have downloaded can't be given back. The Timeframer Pro that comes with it keeps Pro's 30 days. For Frame Builder:
| When you ask | What you get back |
|---|---|
| Within 14 days of buying, before downloading a frame's print files | Everything you paid. No reason needed. |
| Within 30 days of buying, downloaded or not | The Timeframer Pro that came with it: €5 or £5 back ($5 plus its sales tax in the US). Frame Builder Lifetime and your files stay. |
| After downloading a frame's print files | If a file is faulty, we fix it or refund you (see below). |
The first file of a frame: its Bambu Studio project, or an STL of any of its parts, the drilling template included. Designing doesn't count, and neither does saving a design, opening the export window or looking at the print plates. Downloading the test pieces never counts as downloading a frame: print them first to check the fit, and the 14 days stay as they were.
As a consumer in the EU or the UK, you have 14 days to cancel a purchase made online (in law, the right of withdrawal). For digital content, that right ends once delivery begins, but only if you asked for it to begin straight away and accepted that you would lose the right.
So before the checkout opens, you tick a box yourself. It is never ticked for you, and it says:
“I want my print files straight away. I understand my 14-day right to cancel ends when I first download my frame’s print files; until then I can have a full refund.”
Until you first download a frame's print files, you can cancel within 14 days of your purchase for a full refund. Right after you pay, we email you a confirmation of what you agreed to, with the time you ticked the box, separate from Paddle's receipt. We give the same 14 days to everyone, wherever you live.
Timeframer Pro comes with the purchase and is yours from the moment you pay, but using it doesn't end the 14 days: only downloading a frame's print files does.
Frame Builder Lifetime includes Timeframer Pro, on the web and in the iPhone and iPad app.
If a file is faulty, tell us: we'll fix it, or refund you. Your rights under consumer law apply as well.
If a print doesn't fit or come out as you hoped, tell us too. Often a small change to a fit setting in Frame Builder and a new export fixes it, and we're glad to help.
After a full refund, Frame Builder Lifetime leaves your account. The print files lock again, and the Timeframer Pro that came with it ends. Your saved designs stay, and so do the files you had already downloaded: you may go on using them for personal use, under the Frame Builder licence.
After a refund of the included Pro alone, only that Pro ends. Frame Builder Lifetime stays on your account, and you can go on exporting print files.
Email support@timeframer.app from the address you bought with, and say it's for Frame Builder, or simply reply to the purchase email. Say whether you want a full refund or the included Pro refunded. For a full refund within the 14 days, or the included Pro within 30, you don't have to give a reason. We pass it to Paddle and confirm when it's done. Paddle returns the money by your original payment method, usually within a few working days. You can also ask Paddle directly, through the buyer portal linked from your receipt.
For now we process refunds by hand, not automatically, so please allow us a little time.
support@timeframer.app. A real person reads it.