Help & support

Here are answers to the questions we get asked most about RefMe. If yours isn’t here, write to us.

Get in touch

For anything else:

You may also want to read: Privacy · Terms of use · Legal notice.

How the app works

RefMe finds the clothes in a video and where to buy them. It takes three steps.

The app is currently in Spanish only, so below we give each button’s name as it appears in the app, with its meaning in brackets.

1. Send it a video or a photo. There are three ways:
   • In TikTok, Instagram or YouTube, tap the video’s share button (on Instagram, the paper plane) and pick RefMe in the iPhone share sheet. The first time, it may not be in the row of apps: scroll to the end, tap More and add it to your favourites. From then on it will always be there.
   • Copy the link and open the app: it will offer you the link you’ve just copied, and you only need to tap Buscar la ropa (Find the clothes). It never pastes anything until you tap it. You can also paste it into the field with Pegar (Paste).
   • Tap Sube una foto o captura (Upload a photo or screenshot) and choose an image from your library. You can also share a photo from the Photos app.
2. We spot every piece. We watch the whole video, pick the moments where the clothes are easiest to see and crop out each piece. You can close the app: we’ll let you know when it’s ready. If someone has already analysed the same video, the result appears straight away.
3. You choose what to search for. Tap the pieces you’re interested in, then the Buscar (Search) button at the bottom. For each one we show you the closest matches we’ve found in shops, with the price when the shop provides it. Tapping a result opens the shop’s website inside the app.

Save anything you like to your wardrobe with the heart. To watch the intro again, go to Ajustes > Cómo funciona (Settings > How it works).

Before your first analysis

The app asks for your permission to send images to the services that recognise the clothes and search the shops. We explain it step by step in our Privacy policy.

When you come back to the app with a link copied, iOS asks whether to allow pasting. If you’d rather it didn’t ask every time, go to Settings > RefMe > Paste from Other Apps and choose Allow.

What it can and can’t spot

Detection is done by artificial intelligence (Claude, by Anthropic). For now it only recognises clothing: not shoes, bags or other accessories. It can get things wrong, or miss a piece that is mostly covered or only on screen for a moment. It doesn’t recognise people: only clothes.

Which links work

These don’t work:

• private or deleted videos, or ones you can only watch when signed in (because of age or country limits, for example);
• videos longer than 5 minutes;
• regular YouTube videos, the ones that open with “youtu.be” or “watch?v=”;
• links from other websites.

On TikTok and YouTube we also read the comments, in case someone has already said where the clothes are from. On Instagram we only read the caption, because Instagram doesn’t show comments without signing in. Instagram sometimes limits downloads: if a Reel fails, try again a bit later.

What’s free

• Spotting the clothes is free. You can see what’s in any video or photo and save it to your wardrobe without using anything up.
• Searching shops has an allowance: 5 pieces a week. Each piece you search for uses one.
• Your week starts with your first search. After 7 days they all come back at once, and the next week starts when you search again. For example: if you search for your first piece on a Tuesday at 10:00, you have until 10:00 the following Tuesday.
• Opening a piece you’ve already searched for again doesn’t count.
• If you pick more pieces than you have left, you’ll need to deselect some. When you run out, the app tells you when they come back and, if you have notifications on, we’ll let you know.

To keep things working well for everyone, there are two more limits:

• Up to 20 new analyses a day per account. Videos someone else had already analysed don’t count.
• At very busy times we may pause new analyses or searches for a while. Everything you already have stays available.

The full details are in our Terms of use.

Pro and your subscription

Pro isn’t on sale yet: for now, everyone is on the free plan. Once it is, this is how it will work:

• It’s an auto-renewing subscription that you pay for with your Apple Account. You’ll see the price in the app before you pay, and it may vary by country.
• It renews automatically at the end of each period unless you cancel at least 24 hours before it ends. Apple charges for the renewal within the 24 hours before that.
• To cancel, go to Settings > your name > Subscriptions > RefMe and tap Cancel Subscription. You keep Pro until the end of the period you’ve already paid for.
• If you switch iPhones or reinstall the app, tap Restaurar (Restore) on the Pro screen to get your subscription back.
• With Pro there’s no weekly allowance. There is a fair-use cap to prevent abuse: if someone reaches it, their searches are paused until it frees up.
• If the price changes, Apple will tell you beforehand.
• Deleting your account doesn’t cancel your subscription. Cancel it first in your iPhone’s Settings.

The full details are in our Terms of use.

How to get a refund

Once Pro is on sale, Apple will take the payment, so refunds are handled by Apple too. We can’t see your payment details and we can’t refund a purchase made on the App Store.

1. Go to reportaproblem.apple.com and sign in with your Apple Account.
2. Choose the option to request a refund and select the RefMe purchase.
3. Tell Apple why and send the request. Apple will reply by email.

The same route lets you use your right of withdrawal: if you live in the European Union, you have 14 days from purchase to withdraw, under Apple’s terms. We explain this in our Terms of use.

If something isn’t working as it should, please write to us anyway: we want to know, and we’ll help you with the request.

Delete your account

You can delete your account at any time from inside the app:

1. Open RefMe and go to the Buscar (Search) tab.
2. Tap the settings button in the top-right corner (the icon with two lines and a circle on each).
3. In Ajustes (Settings), tap Borrar la cuenta (Delete account): it’s the last option on your account card, in red.
4. The app explains what will be deleted. Tap Continuar (Continue).
5. Confirm by tapping Borrar la cuenta (Delete account). You’ll see “Tu cuenta se ha borrado.” (Your account has been deleted.) and you’ll be signed out.

This can’t be undone. If you pay for Pro, cancel your subscription first (see Pro and your subscription): deleting your account doesn’t cancel it.

What gets deleted

• Your account: your email and your password.
• Your wardrobe, including the photos you saved to it, your collections and the shops you pinned.
• Your history and the list of pieces you searched for.
• Your plan, your allowance and the answers you gave in the intro.
• Notifications: none of your iPhones will receive notifications for your account again.
• The photos you uploaded for analysis and their analysis, unless someone else uploaded exactly the same image. In that case the copy is theirs too, and it’s deleted when the retention period for analyses is up: [pending: analysis retention period].
• On that iPhone, your session and the permission you gave to send images.

What we keep

• Analyses of public videos. What we spot in a TikTok, Instagram or YouTube video isn’t linked to you: it’s reused by anyone who shares the same link, and no one can tell that you asked for it. It’s deleted when the retention period for analyses is up: [pending: analysis retention period].
• A record of the cost of each analysis and search, with nothing that identifies you, for our accounts.
• Any emails you’ve sent us, for [pending: support retention period].

All retention periods are listed in our Privacy policy.

If you can’t sign in

If you’ve forgotten your password, reset it first (see below). If you still can’t get in, email [pending: privacy email] from your account’s email address with the subject “Delete my account”, so we know the account is yours. We’ll delete it within 30 days and confirm once it’s done.

Your data and your rights

What you can delete in the app

• A piece in “Me gusta” (Likes): tap its heart again.
• A collection: open it, tap Borrar colección (Delete collection) and tap again to confirm. The pieces stay in your wardrobe.
• Everything: delete your account.

Your history can’t be deleted from the app yet. If you’d like something removed from it, or the data from a particular analysis (a photo you uploaded, for example), write to us and we’ll do it.

Your rights

You can ask us at any time to:

• access your data and get a copy in a readable, reusable format (JSON);
• correct anything that’s wrong;
• erase it;
• object to a particular use, or restrict it;
• take it to another service (portability);
• withdraw your consent where a use is based on it.

Email [pending: privacy email] from your account’s email address, so we can check it’s you. If it’s about an analysis, include the video link or, for a photo, the day you uploaded it. We reply within one month. If the request is complex we may extend that by two more months, and we’d tell you within the first month.

If you’re not happy with our answer, you can complain to the Spanish Data Protection Agency (aepd.es) or the data protection authority where you live. The full details are in our Privacy policy.

Report content or ask us to remove it

To analyse a video we keep some frames, a crop of each piece, the cover image, the title or description, the @ handle of whoever posted it and, on TikTok and YouTube, the text of some comments. If you made the video, appear in it, or believe something we show is illegal or infringes your rights, let us know.

Email [pending: contact email] with the subject “Content notice” and include:

1. where it is: the exact link to the video or, if you saw it in the app, a screenshot;
2. why you think it should be removed, explained in detail (for example, which right it infringes);
3. your name and email;
4. a sentence stating that you believe in good faith that what you’re telling us is accurate and complete.

If your notice is about child sexual abuse or exploitation, you don’t need to give your name.

What happens next:

• We confirm we’ve received it.
• A person reviews it, carefully and impartially. We don’t use automated systems to decide.
• We tell you what we’ve decided and why. If we remove it, we delete what we’ve stored of that content. If someone uploaded it with their account (a photo), we explain our reasons to them as well.
• If you disagree, reply to us and we’ll review it again. You can also go to the courts.

If you made the video and don’t want us to analyse it, ask us the same way: it’s your right to object.

The original video doesn’t stay on our servers: we download it only while we analyse it and delete it when we’re done. To have it taken down from TikTok, Instagram or YouTube, report it on the platform itself.

Not getting the password email

To change your password, type your email on the sign-in screen and tap ¿Has olvidado tu contraseña? (Forgot your password?). We’ll send you a link: open it on the iPhone that has the app, and the app will open so you can set a new one of at least 8 characters.

If it doesn’t arrive:

• Check your spam or junk folder, and any other folders or tabs in your inbox.
• Make sure you typed your email correctly. For security we don’t reveal whether an account exists for an email, so if nothing arrives you may have signed up with a different one.
• Wait a minute before asking for another: you can only request one per minute.
• For now the email comes from our account provider, Supabase, not from our own address. Search for that name too.
• The link expires and only works once. If the app says it has expired or has already been used, ask for a new one.

If it still doesn’t arrive, email [pending: support email] and tell us which email you signed up with.

Turn notifications on or off

The app asks for permission the first time you analyse a video or photo, so it can tell you when it’s ready. That way you can close it and get on with your day. We notify you about three things:

• Your analysis is ready, with the @ handle of whoever posted the video, how many pieces we found and an image of one of them.
• Progress, on the Lock Screen while we’re analysing (it’s an iOS Live Activity).
• Your pieces are back, when your new week starts, only if you used up all of last week’s.

To change this:

• Settings > Notifications > RefMe: turn them on or off. If you said no at the start, the app won’t ask again: turn them on here.
• Settings > RefMe > Live Activities: the progress on the Lock Screen.
• Notifications can be seen while your iPhone is locked. If you’d rather their content stayed hidden, go to Settings > Notifications > Show Previews and choose When Unlocked.

When you sign out or delete your account, that iPhone stops receiving notifications for your account.

Prices and shops

• We’re not a shop. We don’t sell anything, we don’t use affiliate links and we don’t take a commission on what you buy. We take you to the shop’s website, and the purchase is between you and the shop.
• Results come from Google Lens and from the shops. We search using the image of the piece and show you the closest matches first, but the exact item may not be there.
• The price may have changed, and many results don’t include one: the price that counts is the one on the shop’s website. The same goes for sizes and availability.
• If a shop looks suspicious or a link doesn’t work, send us a screenshot at [pending: support email]. Only buy from places you trust.

Change history

• 0.1 · 10 October 2026 — First draft.