Pay once.
Clear rules.
Last updated: October 19, 2026
What you buy
- Frames, in packs paid once: Starter (100 frames for 40 USD), Studio (1,000 frames for 340 USD) or Agency (5,000 frames for 1,500 USD), or the same packs in CHF or EUR at the prices shown before you pay. Enterprise is by contract. There is no subscription.
- Only the organisation's owners buy frames, and the frames belong to the organisation.
How frames are used
- Every film and action (writing the film, its plan included; AI edits; re-renders; voice; AI shots) uses frames by what it really costs to make, rounded up at the end of each film or action.
- You see an estimate (“about N frames, at most M”) before every click. A film or action starts only if the balance covers its estimate; its frames are reserved while it runs, and what it does not use comes back when it ends. This is not a refund: those frames were never used.
- The organisation's first film uses half its frames, once.
How long frames last
- Unused frames expire 6 months after the organisation's latest purchase. Every purchase, auto-renewals included, restarts the 6 months for the whole balance: all of it then expires 6 months after that purchase.
- We warn the organisation's owners 30 days before the balance expires. Expired frames are not refunded, in money or in frames.
Films that fail
- A film or action that fails because of Candela (a crash, our infrastructure, our own limits) uses no frames: its reserved frames come back automatically, and you do not need to ask.
- A film or action you stop yourself uses what it used until then.
Auto-renewal
- Off by default. It is chosen at sign-up, and an owner can change it at any time under Billing. When it is on and the balance drops under the threshold (by default, one typical film), the same pack is bought again with the saved card.
- If a renewal fails, the owners are emailed and the billing page shows a banner.
- Switching auto-renewal off stops future purchases. There is no subscription to cancel, and frames already bought stay usable until they expire, 6 months after the latest purchase.
Money refunds
Unused frames are not refunded, in whole or in part, including when auto-renewal is switched off, when the organisation is deleted or when you leave it, except where the law requires a refund or as set out below.
- Paid in error (a duplicate charge, an amount different from the price shown before you bought): refunded in full, once an owner raises it through Help in Candela.
Refunds go back to the original payment method (card or TWINT) through Stripe, usually within 5 to 10 business days.
Leaving
- Films already made stay yours. An owner can download them and export the organisation's data before deleting it.
- Deleting the organisation, or leaving it, does not refund its unused frames.
Billing questions and disputes
An owner raises a billing question through Help in Candela, signed in, with the invoice number (every invoice is on the Billing page). Please do so before disputing a charge with your bank or card issuer: most questions are settled faster that way. Enterprise customers use the contacts in their contract.
Seller
Dafin SA, route de Saconnex-d'Arve 131, 1228 Plan-les-Ouates, CHE-297.893.248 VAT, is the seller; A-XIOM Solutions Sàrl issues the invoices and collects payment, through Stripe. See the terms of service.