Refund & Cancellation Policy

1Section 1

Subscription Services

Franstorm may provide Services through monthly, annual, or other recurring Subscription plans. The price, billing period, included functionality, usage allowances, and applicable Subscription conditions will be displayed at checkout, in your Account, or in an applicable quotation, order form, or Services Agreement.

By purchasing a Subscription, you agree to pay the applicable fees and taxes for the selected plan. Where recurring billing is enabled and disclosed at purchase, you also authorize Franstorm and its authorized payment processors to charge your designated payment method for subsequent renewal periods unless the Subscription is cancelled before the applicable renewal.

2Section 2

Subscription Cancellation

You may cancel an eligible recurring Subscription at any time through the cancellation functionality available in your Account, where provided, or by contacting Franstorm Support at support@franstorm.com.

Your cancellation request should include sufficient information for Franstorm to identify the relevant Account or Subscription. For security reasons, Franstorm may require verification that the person requesting cancellation is the Account owner, administrator, authorized billing contact, or another person authorized to manage the Subscription.

3Section 3

Effect of Cancellation

Unless otherwise stated in your plan, order form, or Services Agreement, cancelling a recurring Subscription prevents it from renewing for an additional billing period. Cancellation does not ordinarily terminate access immediately — where technically and contractually applicable, you may continue using the paid Services until the end of the period already paid for.

At the end of that period:

• the Subscription will not renew;
• paid features associated with the cancelled Subscription may become unavailable;
• the Account may be downgraded, restricted, deactivated, or closed depending on the applicable Services; and
• Customer Data will be handled according to the Terms of Service, Privacy Policy, Data Processing Agreement, and applicable retention requirements.

4Section 4

Cancellation Before Renewal

Customers are responsible for cancelling recurring Subscriptions before the next applicable renewal date if they do not wish to continue the Subscription. Submitting a cancellation after a renewal payment has already been successfully processed does not, by itself, guarantee a refund of the renewal charge.

Where a refund is required by applicable law or otherwise approved under this Policy, Franstorm will process it in accordance with the provisions below. We recommend cancelling sufficiently in advance of the renewal date to allow the request to be processed and verified where manual assistance is required.

5Section 5

Refund Eligibility

Except where otherwise required by applicable law, provided under a specific written agreement, or expressly stated during a promotion or purchase, payments for Subscription periods that have commenced are generally non-refundable.

Franstorm may, however, review refund requests individually in circumstances including:

• an accidental duplicate charge;
• an incorrect amount charged by Franstorm;
• a confirmed technical billing error;
• payment for a Service that Franstorm was unable to provide due to a material issue attributable to Franstorm;
• an unauthorized transaction appropriately reported and verified;
• a refund obligation arising under mandatory consumer law; or
• another exceptional circumstance that Franstorm determines reasonably warrants a refund.

6Section 6

Refund Request Period

Unless a different period is required by applicable law or specified in an applicable agreement, Customers should report billing errors or request an eligible refund within 14 days of the relevant transaction.

Requests submitted after this period may be declined unless applicable law requires otherwise, the issue could not reasonably have been identified earlier, or Franstorm determines that exceptional circumstances justify further review. Submitting a request within this period does not automatically guarantee that a refund will be approved.

7Section 7

How to Request a Refund

To request a refund, contact support@franstorm.com. Your request should include, where applicable:

• your full name;
• your Franstorm Account email address;
• company or organization name;
• relevant Subscription or plan;
• transaction or invoice reference;
• transaction date;
• amount charged;
• reason for requesting the refund; and
• any relevant supporting information.

8Section 8

Refund Review

After receiving a refund request, Franstorm may review the relevant transaction, Account history, Subscription status, usage of the Services, billing records, payment-processor records, previous refund or dispute history, and the reason provided for the request.

Franstorm will make reasonable efforts to respond within a reasonable period. Complex billing disputes, payment-provider investigations, suspected unauthorized transactions, or cases requiring additional verification may require additional time.

9Section 9

Approved Refunds

If a refund is approved, Franstorm will ordinarily issue the refund to the original payment method used for the transaction unless another method is required by applicable law or agreed by Franstorm.

After Franstorm initiates a refund, the time required for the funds to appear in your account depends on the payment processor, financial institution, card network, payment method, and jurisdiction. Franstorm does not control processing delays caused by banks, payment processors, or other financial institutions after a refund has been properly initiated.

10Section 10

Non-Refundable Charges

Except where applicable law requires otherwise, the following will generally not qualify for a refund:

• Subscription fees for billing periods already substantially used;
• charges resulting from failure to cancel before a disclosed renewal date;
• unused portions of a Subscription after voluntary cancellation;
• promotional or discounted plans identified as non-refundable at purchase;
• setup, onboarding, implementation, consulting, or professional-service fees after work has commenced or been completed;
• usage-based charges already incurred;
• third-party charges not collected by Franstorm;
• fees associated with services already delivered;
• Accounts suspended or terminated because of material violations of the Terms of Service; or
• promotional credits or other non-cash account credits.

This section is subject to any mandatory statutory rights that apply to the Customer.

11Section 11

Partial Subscription Periods

Unless expressly stated otherwise or required by applicable law, Franstorm does not provide prorated refunds or credits for partially used monthly or annual Subscription periods, unused days remaining after cancellation, unused features, unused usage allowances, or voluntary decisions not to use the Services during an active Subscription period.

A Customer who cancels may ordinarily retain access until the end of the paid Subscription period where the applicable plan permits.

12Section 12

Annual Subscriptions

Annual Subscriptions are purchased for the applicable annual commitment period. Unless otherwise specified in an order form, Services Agreement, or mandatory law, cancellation of an annual Subscription will prevent the next annual renewal but will not automatically result in a refund for the unused portion of the current annual term.

Customers should review annual plan terms carefully before purchasing or renewing an annual Subscription.

13Section 13

Monthly Subscriptions

Monthly Subscriptions renew according to their applicable monthly billing cycle where automatic renewal is enabled. Customers may cancel before the next renewal to prevent the following monthly charge.

Cancellation after a monthly renewal has been processed does not automatically entitle the Customer to a refund for that billing period.

14Section 14

Plan Upgrades

If you upgrade to a higher-priced Subscription plan, Franstorm may charge the full price of the upgraded plan, a prorated difference between plans, or another amount disclosed during the upgrade process.

The billing treatment applicable to the upgrade will be displayed or otherwise communicated before or during the transaction where appropriate. The upgraded features may become available immediately or according to the terms displayed at the time of the upgrade.

15Section 15

Plan Downgrades

Customers may request or configure a downgrade where supported by the applicable Subscription. Unless otherwise stated, a downgrade may become effective at the end of the current paid billing period. Downgrading may result in:

• loss of access to certain features;
• reduced usage limits;
• reduced storage or functionality;
• changes to the number of authorized Users;
• loss of premium functionality; or
• other plan-specific limitations.

Customers are responsible for reviewing and exporting data that may be affected by a downgrade before it takes effect. A downgrade does not ordinarily create a right to a refund for the difference between plans during a billing period already paid for.

16Section 16

Duplicate Payments

If you believe you have been charged more than once for the same Subscription or transaction, contact support@franstorm.com as soon as reasonably possible.

Franstorm will investigate verified duplicate charges. Where a duplicate payment resulted from a Franstorm or payment-processing error and is confirmed, the duplicate amount may be refunded to the original payment method.

17Section 17

Incorrect Charges

If you believe Franstorm charged an amount different from the amount properly due for your Subscription, contact Franstorm Support with the relevant transaction information.

Franstorm will review the billing record and, if an incorrect charge is confirmed, will take reasonable steps to correct the billing error, including issuing an appropriate refund or credit where applicable.

18Section 18

Unauthorized Transactions

If you believe your payment method was used without authorization, notify both:

• Franstorm at support@franstorm.com; and
• your bank, card issuer, payment provider, or other relevant financial institution.

Franstorm may request information reasonably necessary to investigate the transaction, and reserves the right to suspend the affected Account temporarily where necessary to prevent further unauthorized activity while an investigation is underway.

19Section 19

Chargebacks and Payment Disputes

Before initiating a chargeback, Customers are encouraged to contact Franstorm Support so that legitimate billing issues can be investigated and resolved where possible. A chargeback does not automatically cancel an active Subscription.

Where a chargeback is initiated, Franstorm may provide transaction, Account, Subscription, authentication, usage, and other relevant records to the applicable payment processor, bank, or card network for the purpose of responding to the dispute, subject to applicable privacy and data-protection laws.

Fraudulent or abusive chargebacks may result in Account restrictions or suspension, subject to applicable law.

20Section 20

Failed Payments

If a recurring payment fails, Franstorm or its payment provider may attempt to process the payment again where permitted. Franstorm may also notify the Customer and request updated billing information.

If payment remains outstanding, Franstorm may restrict paid functionality, suspend the Subscription, downgrade the Account, or terminate access to the affected paid Services, subject to applicable contractual and legal requirements.

21Section 21

Free Trials

Where Franstorm offers a free trial, the applicable trial duration and conversion terms will be disclosed in connection with the offer. If payment information is required and the trial is configured to convert automatically into a paid Subscription, this will be disclosed during enrollment.

To avoid a paid renewal or conversion, the Customer must cancel before the applicable trial expiration or conversion date where automatic conversion has been disclosed and authorized. Unless otherwise stated, unused portions of a free trial have no monetary value and are not refundable.

22Section 22

Promotional Plans and Discounts

Promotional subscriptions, discounts, coupons, credits, and special offers may have separate conditions. Where an offer is expressly identified as non-refundable, the payment will not ordinarily be refundable except where mandatory law requires otherwise.

Promotional pricing may apply only to the initial Subscription period, after which the Subscription may renew at the then-applicable standard price if this was disclosed as part of the offer.

23Section 23

Account Suspension or Termination

If Franstorm suspends or terminates an Account because of a material violation of the Terms of Service, unlawful conduct, fraud, abuse, or a significant security threat attributable to the Customer, amounts already paid will generally not be refundable unless required by applicable law.

Where Franstorm terminates a paid Service for reasons unrelated to Customer misconduct and without providing the remaining contracted Service, Franstorm may provide an appropriate prorated refund or credit for the affected unused period, unless an alternative remedy applies under the relevant Agreement.

24Section 24

Discontinuation of a Paid Service

If Franstorm permanently discontinues a paid Service before the end of a prepaid Subscription period and does not provide a substantially equivalent replacement, Franstorm may, as appropriate:

• provide a prorated refund;
• provide an account credit;
• migrate the Customer to a comparable Service; or
• provide another reasonable remedy.

Any remedy will be subject to the applicable Agreement and mandatory law.

25Section 25

Data Following Cancellation

Cancelling a Subscription may affect access to Customer Data and features. Customers should export information they wish to retain before their paid access expires where export functionality is available.

Franstorm's retention, return, deletion, and processing of Personal Data after cancellation or termination will be governed by the Privacy Policy, the GDPR Compliance Policy, the applicable Data Processing Agreement, the Terms of Service, and applicable law.

26Section 26

Personal Data and Cancellation Requests

Franstorm may process Account, identity, contact, transaction, and related information when handling cancellation or refund requests. This information may be necessary to:

• authenticate the request;
• locate the relevant transaction;
• prevent fraud;
• process the cancellation;
• process an approved refund;
• maintain appropriate accounting records; and
• comply with applicable legal requirements.

Such information will be handled in accordance with Franstorm's Privacy Policy and applicable Data Protection Laws.

27Section 27

Consumer Rights

Nothing in this Policy is intended to waive, restrict, or exclude rights that Customers are entitled to under mandatory consumer-protection law.

Depending on your location, you may have statutory cancellation, withdrawal, cooling-off, refund, or other consumer rights that apply independently of this Policy. Where mandatory law conflicts with a provision of this Policy, the applicable mandatory law will control.

28Section 28

Business Customers

Certain consumer cancellation or withdrawal rights may not apply where Services are purchased solely for business, professional, or commercial purposes.

Business Customers may also be subject to additional terms contained in an order form, enterprise agreement, Services Agreement, or other written contract. Where a separately executed agreement contains specific refund or cancellation terms, those terms will apply to the extent of any conflict with this general Policy.

29Section 29

Taxes

Refunds of taxes, duties, levies, or similar governmental charges will be handled according to applicable law and the capabilities of the relevant payment provider. Where Franstorm is legally required to retain or remit a tax, the tax may not be refundable except as permitted or required by applicable law.

30Section 30

Currency and Exchange Rates

Refunds will ordinarily be processed in the currency of the original transaction where supported by the payment provider. If currency conversion occurred during the original transaction or refund, the amount ultimately received may differ because of exchange-rate fluctuations, bank conversion rates, payment-provider conversion rates, or fees charged independently by financial institutions.

Franstorm is not responsible for exchange-rate differences or independent bank fees that it does not control.

31Section 31

Processing Times

Franstorm will make reasonable efforts to review valid cancellation and refund requests promptly. Once a refund has been approved and submitted to the applicable payment provider, processing times are controlled primarily by the payment provider and the Customer's financial institution.

Customers should contact their bank or payment provider if an approved refund does not appear within the processing period communicated for their payment method.

32Section 32

Changes to This Policy

Franstorm may update this Refund & Cancellation Policy periodically to reflect changes to Subscription offerings, payment processes, billing functionality, business practices, legal or regulatory requirements, or improvements to Customer experience.

Material changes will be communicated where required by applicable law. The latest version will be identified by the "Last Updated" date displayed at the beginning of this Policy. Changes will not retroactively remove refund or cancellation rights that have already accrued where prohibited by applicable law.

33Section 33

Relationship With Other Franstorm Policies

This Refund & Cancellation Policy forms part of Franstorm's broader contractual and compliance framework and should be read together with:

If a specific order form, Services Agreement, enterprise agreement, or other executed agreement contains different cancellation or refund provisions, the specific agreement will control to the extent of the conflict. Mandatory applicable law will always prevail where it cannot legally be excluded.

Contact

Contact Us

35Section 35

Acknowledgment

By purchasing or maintaining a paid Franstorm Subscription, you acknowledge that you have had an opportunity to review this Refund & Cancellation Policy together with the applicable Terms of Service and Subscription information.

Your purchase and continued use of paid Services are subject to this Policy, the Terms of Service, any applicable Services Agreement, and mandatory rights available under applicable law.