Refund Policy
How refunds are approached for Frame’s paid digital experiences.
This policy explains how refund requests are reviewed for paid digital experiences, including access problems, billing errors, and purchases that have already been used.
Digital-content position
Frame experiences are digital content supplied through a private account. If access is opened immediately after payment, the usual 14-day cancellation position for distance sales may change once supply begins and the user has asked for that supply to start.
This does not remove statutory rights where digital content is faulty, not as described, or not fit for purpose.
When refunds may be available
If there is a genuine technical failure, billing error, duplicated charge, or another clear problem that means the promised access was not delivered properly.
If the digital content is faulty, not as described, or cannot be put right within a reasonable time.
If a discretionary refund is considered appropriate after support has reviewed the purchase, access state, and the issue reported.
What a customer should understand before buying
Frame experiences are digital products that may open immediately after payment. Checkout links to the Terms, Privacy Policy, Support, and this refund policy so the practical rules are visible before buying.
Customers should make sure they are choosing the right read or bundle before paying. The Entry Finder, collection pages, pricing page, and product pages are available to help compare options before checkout.
What happens once access has started
If a user has already been given access to the experience and begun using the digital content, a refund may not be available simply because they changed their mind.
If a refund is nevertheless granted after access has begun, access to the refunded experience or bundle may be removed. Saved reports, PDFs, and related premium outputs linked to that refunded purchase may no longer remain available in the account.
Started or completed experiences
Where an experience has been meaningfully started or completed, this should be taken into account when deciding whether a discretionary refund is fair.
This does not affect statutory consumer rights if the digital content is faulty, not as described, or otherwise legally deficient.
If there is a technical problem
Please contact hello@shiftthestory.co.uk with the email used on the account, the experience involved, and what went wrong. Support can usually help faster if screenshots, timestamps, or the purchase email are included.
Where a problem can be fixed by restoring access, regenerating a report, repairing a PDF, or correcting a purchase record, that route may be taken before a refund is considered.