Refund Policy
Last Updated: Oct 23, 2024
1. Overview
At Framerverse, we strive to ensure complete customer satisfaction with our digital products and design services. This refund policy outlines the conditions and procedures for requesting and processing refunds.
2. Digital Products
2.1 Eligibility for Refunds
Digital products (Framer templates and components) are eligible for a refund under the following circumstances:
Technical incompatibility with the current version of Framer (must be reported within 14 days of purchase)
Product significantly differs from advertised features
Download access issues (not received or corrupted files)
Duplicate purchases (verified through transaction records)
2.2 Non-Eligible Circumstances
Refunds will not be provided for:
Products that have been downloaded and accessed
Change of mind or no longer needed
Lack of technical knowledge to use the product
Compatibility issues with third-party plugins or software
Purchase of wrong template or component
Issues arising from modifications to the original files
2.3 Refund Process for Digital Products
Submit a refund request to [support email] within 14 days of purchase
Include:
Order number
Reason for refund
Proof of technical issues (if applicable)
Confirmation that products haven't been downloaded
Response Timeline:
Initial response within 2 business days
Resolution within 5 business days
Refund processing time: 5-10 business days
3. Design Services
3.1 Project Cancellation Refunds
For design service projects, refunds are handled according to project stage:
Pre-Commencement Stage
Full refund minus 10% administrative fee if cancelled before work begins
Deposit fully refundable within 48 hours of payment
Development Stage
Up to 50% refund if cancelled during initial concept phase
Pro-rata refund based on completed work
No refund for completed milestones
Near Completion Stage
No refund available for projects that are 75% or more complete
Deliverables will be provided for completed work
3.2 Service Quality Guarantee
If our services fail to meet the agreed-upon specifications:
We will first attempt to rectify the issues at no additional cost
If resolution isn't possible, a partial refund may be offered
The refund amount will be based on the specific deliverables affected
4. Refund Payment Methods
4.1 Processing of Refunds
Refunds will be issued to the original payment method
Processing times vary by payment provider:
Credit/Debit Cards: 5-10 business days
PayPal: 3-5 business days
Bank Transfers: 5-7 business days
4.2 Currency and Exchange Rates
Refunds will be processed in the original transaction currency
We are not responsible for exchange rate differences
Bank charges or transaction fees are non-refundable
5. Exceptions and Special Circumstances
5.1 Bulk Purchases
Custom refund terms may apply to bulk purchases
Enterprise clients should refer to their service agreement
Volume discount adjustments may affect refund calculations
5.2 Promotional Purchases
Products purchased with promotional codes may be refunded at the discounted price
Free products or bonus items must be returned/deactivated
Special event or limited-time offer purchases may have modified refund terms
6. How to Request a Refund
Email [support email] with subject line "Refund Request - [Order Number]"
Include:
Full name
Purchase date
Order number
Product/Service details
Reason for refund
Any relevant screenshots or documentation
7. Customer Support
We're committed to resolving issues before proceeding with refunds:
Technical support available Monday-Friday, 9am-5pm GMT
Documentation and tutorials provided for all products
Live chat support for urgent issues
Email support: [support email]
8. Policy Changes
We reserve the right to modify this refund policy
Changes will be effective upon posting to the Website
Existing purchases will be honored under the policy in effect at time of purchase
9. Contact Information
For any questions about our refund policy:
Email: framerverse@thunkd.co.uk
Support Hours: Monday-Friday, 9am-5pm GMT
Response Time: Within 2 business days
This refund policy is designed to be fair and transparent while protecting both our customers and our business interests. We encourage you to contact us with any questions before making a purchase.