Refund Policy

Refund Policy

1. Your Statutory Rights

Nothing in this refund policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection law. If the Service is not provided with reasonable care and skill, or materially differs from its description, you may be entitled to a remedy under UK law. We will always honour our legal obligations regardless of the policies set out below.

2. Core Break-Even Guarantee

Core subscriptions carry a break-even guarantee: if your first month on Core does not pay for itself, we refund that month in full.

The guarantee is conditional. Its full terms — what you need to have done, what "pays for itself" means, how to claim and the window for claiming — are published at resellreserve.co.uk/guarantee and form part of this Policy. Nothing in this Section limits your statutory rights under Section 1.

3. General Refund Policy

Subject to your statutory rights under Section 1 and the Core break-even guarantee in Section 2, subscription payments are generally non-refundable. We do not provide refunds, credits, or reimbursements for any portion of a billing period based on change of mind or reduced usage.

When you cancel your subscription, you will retain full access to all paid features and tools until the conclusion of your current billing period. No prorated refunds are available for the remaining days, weeks, or months of your billing cycle.

4. Circumstances Where Refunds May Be Considered

In addition to your statutory rights, we may at our discretion consider refund requests in the following circumstances:

Potential Refund Scenarios (Discretionary):

• The Service was not provided with reasonable care and skill, and the deficiency materially affects your ability to use the Service as intended
• The Service materially differs from its description at the time of purchase in a way that significantly impacts functionality
• Duplicate charges occurred due to technical errors or system malfunctions on our part
• Refund is required by applicable law or court order

Refunds Will NOT Be Provided For:

• Change of mind, buyer's remorse, or simply deciding you no longer want the Service after purchase and initial use, except where the Core break-even guarantee in Section 2 applies
• Dissatisfaction with the Service when it has been delivered as described and functions as advertised
• Failure to achieve desired business results, profit expectations, sales targets, or financial outcomes
• Poor performance of your reselling business, inability to find profitable items, or market conditions affecting your success
• Missing out on a listing to another buyer. The Service alerts you to listings and, where you use the automated purchasing tools, attempts the purchase for you; it does not reserve items and cannot guarantee that you will be the buyer. Other buyers, some using automated tools of their own, compete for the same listings, and the outcome also depends on the time of day, how quickly you act and the third-party platform's checkout at that moment. Not securing an item, however often it happens, is not a failure of the Service
• Reframe renders that completed but you did not like. A failed render returns its credit automatically; a finished one is the service delivered
• Reframe credit packs once the credits have been added to your account, other than where the law requires a refund
• Subscription cancellations (you retain access until your billing period ends, which is the extent of any "refund")
• Account suspensions, restrictions, or terminations resulting from violations of these Terms or our community guidelines
• Third-party platform changes, restrictions, or account bans (e.g., Vinted account issues, Discord limitations)
• Technical issues that are resolved within a reasonable timeframe or that do not substantially prevent Service use

5. Reframe Credits

Reframe works on credits, and one credit is one render. The allowance included with Ultimate is replaced at each renewal — unused allowance credits expire at the end of the billing period. Plans without an allowance receive three welcome credits once, which do not expire. Purchased credit packs do not expire. A failed render returns its credit to your balance automatically; a finished render is the service delivered, and a completed pack purchase is digital content already supplied, so neither is refundable other than where the law requires. Credits have no cash value and cannot be transferred.

6. Refund Request Process

To submit a refund request, please contact our support team via a Discord support ticket (our Discord server) or by email at support@resellreserve.co.uk. Please include your Discord username, subscription tier, transaction details, and the reason for your request. We will review your request and respond within 5–7 business days. Requests relating to your statutory rights under the Consumer Rights Act 2015 will be assessed accordingly and are not subject to our general discretion.