Refunds and Cancellations

Last Updated: October 22, 2026

Frayora provides customized business-infrastructure services, project-based work, and Ongoing Improvement services. Because our services may involve reserved capacity, planning, preparation, customized work, digital deliverables, third-party expenses, and work performed before final delivery, refunds and cancellations are handled differently from returns of physical products.

This Refunds & Cancellations Policy (“Policy”) explains how cancellations, refunds, deposits, installment and milestone payments, Ongoing Improvement services, Client delays, third-party expenses, and related matters are handled.

This Policy forms part of Frayora’s Terms & Conditions and should be read together with any applicable proposal, Statement of Work (“SOW”), service agreement, invoice, or other written agreement between Frayora and the Client.

If a project-specific written agreement contains different cancellation or refund terms, those specific terms will apply to that engagement to the extent of the conflict, subject to applicable law.

1. General Refund Principles

Frayora aims to handle cancellations and refund requests fairly while also protecting time, work, expenses, and capacity already committed to a Client engagement.

Because many Frayora services are customized, payments are not automatically refundable simply because a Client changes their mind after work has begun.

Refund eligibility may depend on factors including:

Whether work has started
The amount of work already completed
Whether project capacity has reasonably been reserved
Whether a milestone has been completed
Whether customized materials or deliverables have already been created
Whether third-party expenses have been incurred
Whether the Client has received or approved work
Whether the service is project-based, recurring, or fixed-term
The terms of the applicable agreement
Any rights that cannot legally be excluded or waived

Nothing in this Policy limits refund, cancellation, or other rights that cannot legally be excluded or waived under applicable law.

2. Cancelling Before Work Begins

If a Client requests cancellation before Frayora has begun substantive work, Frayora will review the amount paid and determine whether any portion has already been earned or incurred through activities such as:

Project planning
Research
Preparation
Administrative or technical setup
Scheduling and reasonably reserved capacity
Purchasing approved third-party products or services
Other work performed specifically for the Client

Where no substantive work has been performed and no non-refundable expenses or specifically agreed reservation charges have been incurred, the Client may be eligible for a full or partial refund.

The amount of any refund will depend on the applicable agreement, work performed, authorized expenses, and rights available under applicable law.

3. Project Deposits

Certain project-based services may require an initial deposit before Frayora begins work or reserves project capacity.

A deposit is applied toward the total agreed project price.

Once Frayora has begun work, performed project preparation, incurred authorized expenses, or reasonably reserved material capacity for the engagement, some or all of the deposit may be considered earned based on work performed, capacity reserved, authorized expenses incurred, and the applicable agreement.

A deposit is not automatically forfeited in full solely because the Client cancels.

Where the value of work properly performed and other properly chargeable amounts is less than the amount paid, any refundable balance will be determined in accordance with this Policy and the applicable agreement.

Before an engagement begins, the applicable proposal, Statement of Work, invoice, or service agreement should identify the required deposit, its purpose, and any material conditions affecting its refundability.

Where a deposit is used to reserve project capacity or cover preliminary work, the applicable arrangement should explain how those amounts may be earned or charged.

Any deposit retention or cancellation charge remains subject to the applicable agreement and mandatory legal requirements.

4. Project Cancellation After Work Has Started

Clients may request cancellation of a project at any time by providing written notice.

If a Client cancels after work has begun, the Client remains responsible for amounts properly attributable to:

Work already performed
Completed milestones
Work in progress
Approved additional work
Authorized expenses
Non-refundable third-party costs
Other amounts that became payable under the applicable agreement before cancellation

Frayora will not charge the Client for future work that has not been performed solely because the project was originally expected to continue, except for amounts properly payable for reasonably reserved capacity, expressly agreed cancellation charges, minimum commitments, or other obligations established by the applicable agreement.

Where the Client has prepaid more than the amount properly owed at cancellation, any refundable balance will be calculated accordingly.

Upon cancellation, Frayora may stop further work and prepare a reasonable accounting of work performed, payments received, and applicable outstanding amounts.

The handling of unfinished work, files, materials, access, and deliverables will depend on the applicable agreement, payment status, and any relevant legal obligations.

5. Milestone and Installment Payments

Frayora may divide project payments into milestones or installments.

Payment structures may include:

An initial payment followed by a final payment
A 50/50 payment structure
A 40/30/30 payment structure
Payments tied to defined milestones
Another schedule agreed between Frayora and the Client

The actual payment schedule will be established in the applicable proposal, SOW, invoice, or service agreement.

Payments associated with a milestone may become earned as the corresponding work is completed.

If the Client cancels after a milestone has been completed, amounts properly earned for that milestone are generally not refundable.

If cancellation occurs during a partially completed milestone, Frayora may calculate the amount properly earned based on work actually performed and other properly chargeable amounts.

Cancellation does not automatically cancel payment obligations that became due before cancellation.

The payment structure and milestone definitions in the applicable agreement will determine how work, payments, and cancellation are assessed.

6. Client Feedback and Approvals

Frayora projects often require Client feedback, decisions, materials, information, access, or approvals.

Unless another timeframe is agreed, Clients should provide requested feedback or approval within 5 business days.

Client delays may cause project timelines to change and do not automatically create a right to a refund where Frayora remains ready and able to perform its obligations.

Where feedback or approval is necessary for further progress, Frayora may pause the affected work until the required response is received.

A delayed response does not automatically constitute approval, acceptance of a deliverable, or authorization for additional charges unless the applicable agreement expressly establishes such a process.

7. Scheduling and Meetings

Frayora may use Calendly or another scheduling platform to arrange introductory calls, project discussions, project meetings, Ongoing Improvement meetings, and other business-related appointments.

Booking a meeting does not by itself:

Create a Client engagement
Guarantee project acceptance
Reserve project capacity
Confirm a project start date
Create a refund entitlement

Cancelling or rescheduling a meeting does not by itself cancel an underlying Client engagement, project, Ongoing Improvement arrangement, or payment obligation.

Where a meeting is associated with an existing engagement, the applicable agreement and project arrangements continue to govern the services.

8. Client Inactivity

Where Frayora requires information, materials, feedback, access, approval, payment, or another Client action before work can continue:

Frayora may follow up with the Client.
After 10 business days of Client inactivity, Frayora may pause the affected engagement and remove it from the active production schedule.
After 30 consecutive calendar days without the required Client response, Frayora may classify the engagement as inactive or abandoned after making reasonable efforts to contact the Client.

Client inactivity does not automatically entitle the Client to a refund for work already performed, completed milestones, properly earned fees, authorized expenses, non-refundable third-party costs, reasonably reserved capacity, or other properly payable amounts.

Classification of an engagement as inactive or abandoned does not automatically terminate the agreement, transfer ownership of unfinished work, or make all remaining payments immediately due.

Any suspension, termination, rescheduling, or additional charges will be handled according to the applicable agreement and mandatory legal requirements.

Frayora may require confirmation of the Client’s intention to continue before placing an inactive engagement back into its production schedule.

9. Reactivating an Inactive Project

If Frayora agrees to reactivate an inactive or abandoned engagement, Frayora may:

Establish a new project schedule
Place the project into the next available production period
Require outstanding invoices to be paid
Review the existing scope
Request updated Client information or materials
Charge a reasonable reactivation fee where additional administrative, review, setup, redevelopment, restoration, or technical work is required
Provide revised pricing where circumstances have materially changed

Material reactivation charges or revised pricing will be communicated before the applicable additional chargeable work is performed.

Reactivation is subject to Frayora’s availability, the condition of existing project materials, and any applicable contractual requirements.

Frayora does not guarantee that an inactive project can resume immediately or under its original timeline.

10. Client-Caused Delays

A project delay caused by the Client does not constitute cancellation by Frayora.

Client-caused delays may include failure to provide:

Content
Documents
Images or assets
Access or credentials
Information
Feedback
Professional input where required
Decisions
Approvals
Required payments
Participation in reasonably necessary meetings

Where a Client-caused delay materially affects Frayora’s production schedule, the engagement may be rescheduled according to current availability and the original estimated completion date may no longer apply.

Additional work arising from changed requirements, outdated materials, expired access, or other circumstances caused by an extended delay may require a separate scope or pricing adjustment.

Any material additional charges will be communicated and addressed under the applicable agreement.

11. Ongoing Improvement

Frayora may provide Ongoing Improvement services focused on maintaining, refining, organizing, documenting, connecting, updating, or improving agreed business infrastructure over time.

Ongoing Improvement is not virtual-assistant staffing, employee placement, or a general promise to perform any task requested by a Client.

The specific scope, capacity, service period, pricing, priorities, and limitations will be established in the applicable agreement.

Where an arrangement includes defined recurring capacity, unless expressly agreed otherwise:

Unused capacity does not automatically roll over
Unused capacity has no cash value
Unused capacity is not automatically refundable
A Client choosing not to request sufficient eligible work does not automatically create a refund entitlement

Where Frayora itself materially prevents a Client from accessing agreed services, Frayora may offer an appropriate extension, credit, rollover, partial refund, full refund, or another reasonable remedy depending on the circumstances.

Any remedy will depend on the applicable agreement, the services affected, and any rights or obligations arising under applicable law.

12. Cancellation of Month-to-Month Ongoing Improvement

Month-to-month Ongoing Improvement services may be cancelled in writing in accordance with any notice period stated in the applicable agreement.

Where no separate notice period has been agreed, cancellation may be requested before the next renewal date and will ordinarily take effect at the end of the current paid service period.

Cancellation does not generally result in a refund for a current service period that has already begun merely because the Client chooses to stop requesting or using the service.

Where a recurring service renews automatically, the applicable agreement should identify:

The renewal period
The charges associated with renewal
The applicable cancellation notice requirements
How a Client may submit a cancellation request
When an accepted cancellation takes effect

Frayora will not treat cancellation of a meeting or an unrelated service as cancellation of a recurring engagement unless expressly agreed.

Any applicable automatic-renewal or cancellation requirements imposed by law will take precedence over conflicting contractual provisions.

13. Fixed-Term Services

Frayora may offer services for a fixed term where agreed with a Client.

A fixed-term arrangement represents a commitment for the agreed period.

Month-to-month cancellation rights do not automatically permit early termination of a fixed-term commitment.

Any early termination rights, charges, notice periods, or refund terms will be stated in the applicable agreement.

Completion of a fixed term does not automatically commit the Client to another equivalent fixed term unless expressly agreed.

Frayora will not impose an early termination charge that is inconsistent with the applicable agreement or mandatory legal requirements.

14. Changes to Ongoing Improvement

Clients may request changes to an Ongoing Improvement arrangement.

Whether a change can take effect immediately may depend on Frayora’s capacity, the applicable agreement, existing scheduled work, and the nature of the requested change.

A reduction in service level generally takes effect at the next eligible service period unless otherwise agreed.

Amounts already paid for a current service period are not automatically refundable merely because the Client requests a lower level of service.

Any material change to scope, capacity, pricing, or recurring commitments should be confirmed through an appropriate written agreement or amendment.

15. Promotional, Discounted, and Custom Pricing

Frayora may offer promotional, introductory, discounted, or custom pricing.

Any refund involving a discounted service will generally be calculated using the amount actually paid rather than a regular or previously advertised price.

Refund calculations for custom work will be based on the Client’s agreed price, applicable agreement, payments received, work performed, authorized expenses, and other relevant terms.

Promotional pricing does not automatically alter the scope, cancellation conditions, ownership arrangements, or other requirements of an engagement unless those changes are expressly agreed.

16. Third-Party Fees and Expenses

A Frayora engagement may require approved third-party products or services such as:

Domains
Website hosting
Plugins
Software subscriptions
Applications
Licences
Stock assets
Templates
Platform fees
Automation services
API usage
Other approved external products or services

Third-party charges may be non-refundable once purchased, incurred, or committed.

Frayora cannot guarantee refunds from independent third-party providers.

Where a third-party expense was properly authorized for the engagement and cannot reasonably be recovered, that amount may be deducted from an otherwise refundable balance.

Clients may be responsible for the ongoing renewal, subscription, hosting, licensing, or usage costs associated with third-party services where those responsibilities are established in the applicable agreement.

Cancellation of a Frayora engagement does not necessarily cancel independent subscriptions, registrations, licences, or accounts held directly with third-party providers.

Clients should review and manage their own third-party renewal and cancellation obligations.

17. Payment Methods and Refund Processing

Payments may be made through payment methods made available by Frayora or otherwise agreed for the engagement.

Where a third-party provider or financial institution processes a transaction, that provider may apply its own processing timelines, security checks, refund procedures, dispute processes, and transaction rules.

Where Frayora approves a refund, Frayora will initiate the refund within a reasonable period after the refundable amount and appropriate refund method have been determined, subject to applicable law.

Refunds will generally be issued through the original payment method where reasonably available.

Frayora cannot guarantee a specific bank, financial-institution, or payment-provider settlement date after an approved refund has been submitted.

Exchange-rate fluctuations or charges independently imposed by financial institutions or payment providers may affect the amount ultimately received in a Client’s local currency.

Unless otherwise agreed, any applicable payment currency and financial arrangements will be stated in the proposal, invoice, or other relevant engagement documentation.

18. Chargebacks and Payment Disputes

Clients who believe a payment is incorrect are encouraged to contact Frayora promptly.

A chargeback or payment dispute does not automatically constitute valid cancellation or eliminate legitimate payment obligations.

Frayora may pause affected services while a dispute is being investigated, where reasonably appropriate and permitted by the applicable agreement and law.

Where reasonably necessary to respond to a dispute, Frayora may provide relevant agreements, invoices, communications, approvals, work records, delivery records, milestones, or other transaction evidence to an applicable payment processor or financial institution.

Information shared in connection with a payment dispute will be limited to what is reasonably necessary for the relevant purpose, subject to applicable privacy and legal requirements.

Nothing in this Policy prevents Clients from exercising legitimate rights available under applicable law or through their financial institution.

19. Refunds After Final Delivery

Once an agreed service has been substantially completed and the applicable final deliverables have been provided, payments for properly completed work are generally not refundable merely because the Client later:

Changes their mind
Changes business direction
Stops using the deliverable
Chooses another provider
No longer requires the service
Experiences circumstances unrelated to Frayora’s performance

This does not limit any rights or remedies the Client may have where Frayora materially fails to provide the agreed service or applicable law requires otherwise.

Any post-delivery correction, revision, support, maintenance, or warranty obligations will depend on the applicable agreement and mandatory legal requirements.

Delivery or completion of a service does not automatically include unlimited revisions, indefinite support, ongoing maintenance, or additional work outside the agreed scope.

20. Concerns or Dissatisfaction With Services

If a Client believes Frayora has materially failed to provide an agreed service, the Client should contact Frayora as soon as reasonably possible.

Depending on the circumstances, Frayora may attempt to resolve a legitimate issue through:

Correction
Revision
Completion of omitted agreed work
Replacement of an affected deliverable
Service credit
Extension
Partial refund
Full refund where appropriate
Another mutually reasonable resolution

Frayora may reasonably request information necessary to understand the concern, review the applicable scope, and assess the work or deliverable involved.

Where a concern relates to additional work not included in the agreed scope, Frayora may propose a separate service or scope adjustment.

Nothing in this section limits any rights or remedies that cannot legally be excluded or waived.

21. Cancellation or Termination by Frayora

Frayora may cancel, suspend, or terminate an engagement where reasonably necessary and permitted by the applicable agreement and law.

Where Frayora cancels for reasons unrelated to Client breach, misconduct, non-payment, failure to cooperate, or similar Client-caused circumstances, Frayora will address prepaid amounts attributable to substantial unperformed services fairly.

Frayora may suspend or terminate services where the Client:

Repeatedly fails to make required payments
Materially breaches an agreement
Requests unlawful or unethical work
Requests work outside Frayora’s lawful or qualified scope
Misuses Frayora services
Repeatedly fails to provide required cooperation
Engages in abusive, threatening, discriminatory, harassing, or seriously inappropriate conduct
Creates an unreasonable legal, privacy, security, regulatory, financial, technical, or operational risk
Otherwise materially prevents Frayora from performing the engagement

Where reasonably possible and appropriate, Frayora may provide notice and an opportunity to address a material issue before termination.

Immediate suspension or termination may be appropriate where continued work would create a serious legal, privacy, security, safety, or other material risk.

The handling of prepaid fees, outstanding charges, project materials, Client access, and unfinished deliverables will be determined according to the applicable agreement, the circumstances of termination, and mandatory law.

22. How to Request a Cancellation or Refund

Cancellation and refund requests should be submitted in writing to hello@frayora.com.

The request should include sufficient information to identify the engagement, including where applicable:

Client or business name
Relevant service or project
Invoice or transaction information
Reason for the request
Requested cancellation date
Any relevant supporting information

Cancelling a meeting through Calendly does not automatically cancel the underlying engagement or payment obligation.

Clients should submit cancellation requests in accordance with the notice requirements stated in their applicable agreement.

Frayora may request additional information where reasonably necessary to verify the engagement, review the request, or determine the appropriate next steps.

Any written confirmation of cancellation should identify its effective date and any relevant outstanding obligations.

23. International Clients

Frayora operates from Ontario, Canada and provides remote services to businesses internationally, including businesses in Canada, the United States, and other countries where Frayora is able to lawfully provide the applicable services.

Refund and cancellation requests will be handled according to this Policy, the applicable agreement, and mandatory laws applicable to the transaction.

The laws that apply may depend on the nature of the engagement, the Client’s location, the services provided, and other relevant circumstances.

Nothing in this Policy represents that Frayora is authorized to provide every type of service or undertake regulated activities in every jurisdiction.

24. Governing Terms

This Policy forms part of Frayora’s Terms & Conditions.

Where this Policy and a project-specific proposal, SOW, service agreement, or other written agreement contain different provisions concerning a specific engagement, the more specific written terms will apply to that engagement to the extent of the conflict, subject to applicable law.

Nothing in this Policy limits rights or remedies that cannot legally be excluded or waived.

Where applicable law imposes requirements that conflict with a provision of this Policy, the mandatory legal requirement will prevail to the extent of the conflict.

25. Changes to This Policy

Frayora may update this Refunds & Cancellations Policy from time to time to reflect changes to services, payment practices, business operations, service providers, or legal requirements.

The “Last Updated” date at the top of this page indicates the most recent revision.

Changes will generally apply prospectively and will not ordinarily retroactively alter material cancellation or refund terms already agreed for an existing engagement unless permitted by the applicable agreement, required by law, or agreed by the parties.

Frayora may provide additional notice of material policy changes where appropriate or legally required.

26. Contact Frayora

Questions regarding cancellations, refunds, billing, or this Policy may be submitted to:

Frayora

Email: hello@frayora.com

Website: frayora.com

Please include “Refund or Cancellation Inquiry” in the subject line where appropriate and provide sufficient information for us to identify the relevant engagement.

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Refund & Cancellation Policy