Refund Policy

Overview

NovelFlame offers a free tier with a usage limit and an optional NovelFlame Plus subscription. Subscriptions are billed in US dollars via Stripe (web) or Apple In-App Purchase (iOS). This Refund Policy explains when subscription charges may be refunded and how to request a refund through the appropriate channel.

Self-Service First

Most subscription concerns are resolved fastest through the platform that processed your subscription:

• Web (Stripe): Use "Manage Subscription" on your account page to open the Stripe Billing Portal — cancel renewal, update payment method, or change plan.
• iOS (Apple IAP): Manage or cancel through iOS Settings → [your name] → Subscriptions.

Cancelling a subscription stops future renewals; access continues through the end of the period you have already paid for.

Eligibility for Refund (Stripe / Web)

You may request a refund of a Stripe charge if all of the following conditions are met:

• The refund request is made within 14 days of the charge date.
• The subscription period in question has not been substantially used.
• Your account is in good standing and has not been suspended or terminated for policy violations.

Partial refunds may be issued at our discretion when only part of the billing period has been used.

Apple In-App Purchase Refunds (iOS)

Per Apple's policy, NovelFlame cannot directly refund Apple In-App Purchase charges. To request a refund for an iOS subscription, submit a request through Apple's "Report a Problem" flow at reportaproblem.apple.com or via iOS Settings → [your name] → Subscriptions. Apple's standard refund window and review process apply.

Non-Refundable Items

The following are not eligible for refund through NovelFlame:

• Subscription periods that have been substantially used.
• Charges made more than 14 days ago (Stripe path).
• Apple In-App Purchase charges, which must be requested through Apple.
• Subscriptions on accounts terminated for policy violations.

How to Request a Refund (Stripe / Web)

To request a refund of a Stripe charge, email us at billing@novelflame.ai with the following information:

• Your account email address
• The charge date
• The charge amount and subscription tier (monthly or annual)
• Your reason for requesting a refund
• The Stripe receipt or transaction ID (if available)

Processing Time

Stripe refund requests are reviewed within 3 business days of receipt. Approved refunds are processed within 5–10 business days and returned to the original payment method. You will receive an email confirmation once the refund has been processed. Your bank or payment provider may take additional time to reflect the refund in your account.

Exceptions

We may, at our sole discretion, grant refunds outside the standard eligibility criteria in cases of: (a) platform errors that resulted in unintended charges; (b) documented unauthorized charges on your account; (c) billing errors on our part. These exceptions are handled on a case-by-case basis.

Chargebacks

If you initiate a chargeback through your bank or payment provider instead of contacting us first, we reserve the right to suspend your account pending investigation. We encourage you to contact our billing team first, as we can often resolve issues faster than the chargeback process. Fraudulent chargebacks may result in permanent account termination.

Contact

For all Stripe / web subscription refund inquiries, please contact us at:

• Email: billing@novelflame.ai