Refund Policy

1. Overview

At SimpleFrame, we strive to provide exceptional service and value. This Refund Policy explains when refunds are available for our subscription services and how to request them.

2. 14-Day Money-Back Guarantee

2.1 Eligibility

We offer a 14-day money-back guarantee for first-time subscribers to our paid plans. You may request a full refund if:

• This is your first paid subscription to SimpleFrame
• Your request is submitted within 14 calendar days of your initial payment
• You have not previously received a refund for any SimpleFrame subscription

2.2 What's Covered

The 14-day guarantee applies to:

• Professional Plan (Monthly or Annual)
• Enterprise Plan (Monthly or Annual)

2.3 How to Request

To request a refund under the 14-day guarantee:

1. Email us at support@simpleframe.app
2. Include your account email and reason for the refund request
3. We will process your request within 3-5 business days
4. Refunds are issued to the original payment method within 7-10 business days

3. Refunds After 14 Days

3.1 General Policy

After the 14-day guarantee period, refunds are not typically provided. All subscription fees are non-refundable except in the following circumstances:

3.2 Exceptions

We may issue refunds on a case-by-case basis for:

• Billing Errors: If you were charged incorrectly due to a system error
• Duplicate Charges: If your payment was processed multiple times
• Service Outages: Extended service unavailability (typically >72 hours) may qualify for pro-rated credits
• Extraordinary Circumstances: Evaluated at our sole discretion

4. Annual Subscriptions

4.1 14-Day Window

Annual subscriptions are eligible for the 14-day money-back guarantee. If you request a refund within 14 days, you will receive a full refund of the annual fee.

4.2 After 14 Days

Annual subscriptions are non-refundable after the 14-day period. If you cancel an annual subscription mid-term, you will retain access until the end of your billing cycle, but no pro-rated refund will be issued.

5. Promotional Discounts and Free Trials

5.1 Promotional Pricing

If you subscribe using a promotional discount code (e.g., EARLYOCT25), the 14-day money-back guarantee still applies. You will receive a full refund of the discounted amount you paid.

5.2 Free Access Periods

During promotional free access periods (e.g., October 2025 campaign), no payment is required and therefore no refund is applicable. After the free period ends, standard subscription terms and refund policies apply.

6. Cancellation vs. Refund

6.1 Cancellation

You may cancel your subscription at any time through your Account Settings. Cancellation stops future billing but does not trigger a refund for the current billing period. You will retain access to paid features until the end of your billing cycle.

6.2 Refund

A refund returns payment for the current billing period (subject to our refund policy). Refunds typically result in immediate loss of access to paid features.

7. Partial Refunds and Pro-Rated Credits

7.1 Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan mid-cycle, no partial refund is issued. Your current plan benefits remain active until the end of the billing cycle, then the new plan takes effect.

7.2 Service Credits

In cases of extended service outages or technical issues, we may issue account credits instead of cash refunds. Credits apply to future billing periods and cannot be transferred or redeemed for cash.

8. Refund Processing

8.1 Timeline

• Request Review: 3-5 business days
• Processing: 5-7 business days after approval
• Bank Processing: 3-10 business days (varies by financial institution)

Total time from request to funds appearing in your account: 7-21 business days

8.2 Refund Method

Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or third parties.

9. Enterprise Plan - Setup Fees and Customization

9.1 Setup Fee Policy

Enterprise plan subscribers are subject to a one-time setup fee for custom shop page build and personalized configuration. The following policies apply to setup fees:

• Non-Refundable: Setup fees are 100% non-refundable once customization work has begun
• Work Commencement: Setup work typically begins within 1-3 business days after payment and consultation
• Included Updates: The setup fee includes your initial build plus 2 free customization updates
• Additional Updates: Customization changes beyond the included 2 updates incur additional update fees

9.2 Update Fee Policy

Update fees for changes beyond the included 2 updates are:

• Quote-Based: Update fees are determined based on the scope and complexity of requested changes
• Non-Refundable: Update fees are non-refundable once work has commenced
• Pre-Approval Required: All updates require quote approval before work begins

9.3 Monthly Subscription Refunds

While setup and update fees are non-refundable, the monthly $69 subscription fee follows our standard refund policy (14-day money-back guarantee for first payment, non-refundable thereafter). Canceling your monthly subscription doesnot entitle you to a refund of setup or update fees.

10. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Subscription fees paid more than 14 days ago (unless covered by Section 3.2)
• Fees for services already rendered or used
• Account upgrades or add-ons purchased mid-cycle
• Processing fees charged by third-party payment processors
• Enterprise setup fees (see Section 9)
• Enterprise customization update fees (see Section 9)

11. Chargebacks and Disputes

If you initiate a chargeback with your credit card company or payment provider without first contacting us, your account will be immediately suspended pending resolution. We strongly encourage you to contact our support team before disputing charges.

Unjustified chargebacks may result in permanent account termination and may affect your ability to use SimpleFrame in the future.

12. Currency and Exchange Rates

All subscriptions are billed in USD. If your bank or credit card processes the charge in a different currency, exchange rates and foreign transaction fees are determined by your financial institution. We are not responsible for currency conversion losses.

Refunds are issued in USD. If the exchange rate has changed since your original purchase, you may receive a different amount in your local currency.

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email to active subscribers. Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.

14. Contact Us

For refund requests or questions about this policy:

• Email: support@simpleframe.app
• Subject Line: "Refund Request - [Your Account Email]"
• Include: Order details, reason for refund, and any relevant screenshots or documentation