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Refund Policy

Last updated: October 31, 2026

Polar as Merchant of Record

All Ember purchases are processed by Polar, which acts as the merchant of record and handles payment processing, VAT and sales tax collection, invoicing, and billing compliance.

Refund requests, statutory withdrawal requests, billing errors, and payment disputes are handled in accordance with the billing terms shown at checkout and applicable consumer law. For billing inquiries, contact Ember support at [email protected].

Digital Delivery

Ember is delivered digitally. Subscription access, license validation, download access, and included credits begin after checkout is completed and payment is confirmed by Polar. The downloadable content packs that come with your plan (Animations, Transitions, Looks, Music, and sound effects) are delivered as soon as your plan is active.

Additional credit top-ups are digital purchases. When checkout is completed and payment is confirmed, the purchased credits are added to the selected eligible license.

Right of Withdrawal for EU and UK Consumers

If you are a consumer in the EU or the UK, you may withdraw from a new purchase within 14 days, without giving a reason. This follows the EU Consumer Rights Directive (2011/83/EU), as transposed into Romanian law by Government Emergency Ordinance No. 34/2014 (OUG 34/2014), and the UK Consumer Contracts Regulations 2013.

  • When it applies: the 14 days run from the day you buy a subscription (for a plan with a free trial, from the day the trial starts) or a credit top-up. Renewals are not new contracts and do not start a new withdrawal period; to stop renewals, cancel as described below.
  • Immediate start: at checkout you ask Ember to start the service immediately (a required checkbox) and acknowledge that, if you withdraw, you pay for what was provided before you told us. The plan, the downloadable content packs (Animations, Transitions, Looks, Music, and sound effects), and your credits are delivered at once. Ember confirms the request and the acknowledgement in the purchase confirmation email.
  • What you get back: the amount you paid, minus a proportionate amount for what was provided before you told us. That amount is the greater of (a) the share of the billing period that had elapsed and (b) the share of the period's included credits that you had used. For example, if you withdraw 6 days into a 30-day period and used 10% of the included credits, the elapsed share (20%) is greater, so you are refunded 80% of the amount paid. Credit top-ups you have used are not refundable to the extent used.
  • After a refund: your subscription ends, and the licence to use the downloaded content packs in new work ends.
  • How the money is returned: Polar, as merchant of record, refunds to the original payment method, normally within 14 days of the day you told us you withdraw.

Your statutory consumer rights under EU, UK, and Romanian law, including the legal guarantee of conformity described in the Terms, are not affected by any other provision of this policy.

How to Withdraw

Email [email protected] from the address on your account, with your order identifier or checkout receipt if you have it. Any clear statement that you withdraw is enough, and the withdrawal is on time if you send it before the 14 days end. You may use the model form below.

  • To IORDACHE MIHAI-RAZVAN PFA, [email protected]: I hereby give notice that I withdraw from my contract for the following service: [Ember plan or credit top-up].
  • Ordered on: [date]. Name of consumer: [name]. Account email: [email]. Order identifier: [identifier, if known].
  • Date: [date].

Cancellations and Refunds

You can cancel your subscription at any time from the Billing page of your account, which opens the Polar customer portal, or by emailing [email protected]; support aims to reply within 2 business days. Cancellation takes effect at the end of the billing period you have already paid for (or, during a free trial, at the end of the trial without any charge).

Cancellation stops the subscription from renewing at the end of the current billing period. You keep access until the end of the period you have already paid for, and the remaining time in that period is not refunded unless the withdrawal right above or applicable law requires it.

Outside the withdrawal right and your statutory rights, and unless Polar as merchant of record explicitly approves otherwise, Ember subscription payments, subscription renewals, current billing periods, and credit purchases are non-refundable.

  • Outside the withdrawal right, unused credits attached to a completed purchase are not refundable once credits have been delivered to your account.
  • Credits you have consumed are used digital performance and are not returnable like physical goods.
  • A renewal charge is not refundable simply because the subscription was not cancelled before the renewal date.

Approved refunds, where legally required or explicitly approved by Polar, are issued back through the original payment method by Polar. Nothing in this policy limits mandatory consumer rights that cannot be waived under applicable law.

Billing Issues and Legal Exceptions

To report a billing issue, request review of a charge you believe was made in error, or raise a statutory refund right, email [email protected] with:

  • Your email address associated with the purchase.
  • Your Polar invoice, order identifier, or checkout receipt if available.
  • The date and amount of the charge in question.
  • A description of the issue or reason for your request.

Support will review the billing record and, where required, coordinate with Polar. Approved refunds may take additional time to appear on your statement depending on your payment provider.

Changes to This Refund Policy

Ember may update this refund policy from time to time. The current version is always available at www.embersubs.com/refund.

Please review this policy before making a purchase or renewal.

Questions about billing or refunds?

Email [email protected] if you need help.