Scope
This policy explains refunds, cancellation and withdrawal rights for paid Hold my Frame subscriptions and digital services. It forms part of our Terms of Use.
Prices are shown excl. VAT for business customers. VAT is calculated and added at checkout where applicable; consumers see the final total incl. VAT before payment. No shipping costs apply to digital services.
Billing
Paid plans, billing periods, plan limits and included features are shown at checkout or inside the Service. Payments are processed by Stripe. We do not store full payment card details.
Subscriptions renew automatically unless cancelled before the end of the current billing period. If a payment fails, access to paid features may be limited until the payment method is updated or the subscription is cancelled.
EU Withdrawal
If you are a consumer in the European Union, you generally have a 14-day right of withdrawal from distance contracts for digital services, unless an exception under applicable consumer law applies.
Where you expressly request immediate access to paid digital features during the withdrawal period and acknowledge that the right of withdrawal may be lost or reduced once performance begins, the statutory withdrawal right may no longer apply to the extent permitted by law.
If withdrawal remains available and you exercise it in time, we will refund eligible payments through the original payment method. If you used paid features before withdrawal and applicable law allows proportionate payment, the refund may be reduced accordingly.
Refunds
Outside mandatory legal rights, refunds are handled case by case. We may grant a refund where there has been a duplicate charge, technical billing error, accidental renewal reported promptly, or another fair reason.
We generally do not provide prorated refunds for unused time after cancellation, trial abuse, referral abuse, account termination for breach, or usage that violates the Terms.
Cancellation
You can cancel a paid subscription through the billing portal in account settings where available, or by contacting us. Cancellation prevents future renewals but does not shorten access already paid for during the current billing period unless required by law or expressly agreed.
Deleting an account does not automatically cancel every external billing arrangement if the system requires separate subscription cancellation first. Please cancel active paid subscriptions before requesting account deletion.
Contact
Billing and refund requests: [email protected]
Please include your account email, Stripe receipt or invoice number if available, and a short description of the request.