REFUNDS & CANCELLATIONS POLICY

Last Updated: August 26, 2026

Frayora provides customized professional services, project-based work, and recurring Ongoing Support. Because our services may involve reserved capacity, planning, strategy, preparation, customized work, digital deliverables, 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, milestone payments, recurring services, Client delays, 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, checkout terms, 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.

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 been reserved
  • Whether a milestone has been completed
  • Whether customized materials 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 or recurring
  • The Client’s applicable agreement
  • Any rights that cannot legally be excluded under applicable law

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

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:

  • Discovery or consultation
  • Project planning
  • Research
  • Preparation
  • Administrative setup
  • Scheduling and 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.

Any applicable payment-processing, banking, remittance, currency-conversion, or other transaction costs that cannot reasonably be recovered by Frayora may be deducted where permitted by law and disclosed or agreed as applicable.

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, or reserved material capacity for the engagement, some or all of the deposit may be considered earned based on the work performed, capacity reasonably reserved, authorized expenses incurred, and the terms of 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.

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 reserved capacity, agreed cancellation charges, minimum commitments, or other obligations expressly 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.

5. Milestone-Based Projects

Some Frayora projects may be divided into milestones.

For example:

  • Milestone 1 — Discovery & Planning
  • Milestone 2 — Initial Draft or Build
  • Milestone 3 — Client Review
  • Milestone 4 — Revision & Refinement
  • Milestone 5 — Final Approval & Delivery

The actual milestones for a project may differ and will be established in the applicable proposal, SOW, 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 completed milestone are generally not refundable.

If cancellation occurs while a milestone is partially completed, Frayora may calculate the amount properly earned based on work actually performed and other applicable charges.

6. 50/50 Payment Projects

Certain projects may use a payment structure such as:

  • 50% before work begins
  • 50% before final delivery or at another agreed milestone

The initial 50% payment is applied toward the project and helps cover initial work, planning, preparation, and reserved capacity.

The remaining balance becomes payable according to the applicable proposal, invoice, SOW, or agreement.

If a Client cancels before completion, the amount owed or refundable will be determined based on work performed and other amounts properly chargeable under the engagement rather than automatically treating either 50% installment as entirely refundable or non-refundable.

7. 40/30/30 and Other Milestone Payment Structures

Larger or more complex projects may use payment schedules such as:

  • 40% at project commencement
  • 30% at an agreed intermediate milestone
  • 30% before final delivery

Frayora may also agree to another payment schedule depending on the engagement.

Each payment is applied toward the applicable project and may correspond to work, milestones, preparation, expenses, or capacity associated with that stage.

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

8. Client Feedback and Approvals

Frayora projects often require Client feedback, decisions, materials, or approvals before work can continue.

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

A delay in Client feedback or approval may cause the project timeline to change.

Client delays do not create an automatic right to a refund where Frayora remains ready and able to perform its obligations.

9. Scheduling, Meetings and Calendly

Frayora may use Calendly or another scheduling platform to arrange discovery calls, consultations, project meetings, review meetings, support calls, or other appointments.

Booking a meeting through Calendly does not by itself:

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

An engagement begins only when the applicable proposal, SOW, service agreement, payment requirement, or other onboarding condition has been satisfied as applicable.

If the Client misses, cancels, or reschedules a meeting, the applicable project timeline may change where the meeting was reasonably necessary for the work to proceed.

Repeated missed meetings or scheduling delays may be treated as Client-caused delays or inactivity where they materially prevent Frayora from continuing the engagement.

Where Frayora cancels or reschedules a meeting, Frayora will make reasonable efforts to offer another suitable time.

10. Client Inactivity and Ghosting

Frayora understands that Clients may occasionally need additional time to respond.

However, extended Client inactivity can prevent completion of an engagement and reserve capacity that could otherwise be used for other Clients.

If Frayora requires information, materials, feedback, access, approval, payment, attendance at a reasonably necessary meeting, or another Client action to 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
  • Reserved capacity where applicable
  • Other amounts properly payable under the engagement

If the Client later returns, Frayora may require the engagement to be rescheduled according to current availability.

11. Reactivating an Inactive Project

Where Frayora agrees to reactivate an inactive or abandoned project, Frayora may:

  • Establish a new project schedule
  • Place the project into the next available production period
  • Require payment of outstanding invoices
  • Review the existing scope
  • Require updated Client materials or information
  • Charge a reasonable reactivation fee where additional administrative, review, setup, or redevelopment work is required
  • Provide revised pricing where the scope, technology, requirements, third-party costs, or circumstances have materially changed

Frayora will communicate any material reactivation charge or revised pricing before performing the additional chargeable work.

12. 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
  • Access
  • Credentials
  • Information
  • Feedback
  • Decisions
  • Approvals
  • Required payments
  • Attendance or participation in reasonably necessary project meetings

Where a Client-caused delay materially affects Frayora’s production schedule, the project may be rescheduled according to current availability.

Original estimated completion dates may no longer apply.

13. Ongoing Support Services

Frayora’s Ongoing Support plans provide Clients with reserved access to a defined amount of support capacity during an applicable service period.

Ongoing Support is different from a one-time project.

The Client is purchasing reserved access to Frayora’s capacity, expertise, and eligible services according to the selected plan.

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 submit enough work to use available capacity does not automatically create a refund entitlement.

Where Frayora itself materially prevents a Client from accessing purchased capacity, Frayora may provide an appropriate extension, credit, rollover, partial refund, or other reasonable remedy depending on the circumstances.

14. Month-to-Month Ongoing Support

Clients using month-to-month Ongoing Support may cancel by providing at least 15 calendar days’ written notice before their next billing or renewal date, unless another notice period is expressly agreed.

Where proper notice is received, cancellation will take effect at the end of the applicable paid service period.

The Client may continue using eligible remaining capacity through the end of that paid period, subject to the applicable plan terms.

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

15. Cancellation With Less Than 15 Days’ Notice

Where a month-to-month Client provides fewer than 15 calendar days’ notice before the next renewal date, the next service period may become payable where Frayora has already reasonably reserved capacity for that Client, subject to applicable law and the applicable agreement.

Where Frayora can reasonably accommodate the cancellation without having committed the relevant capacity, Frayora may choose to waive or modify the upcoming charge.

Any such accommodation is discretionary and does not create an obligation to provide the same exception in the future.

16. Fixed-Term Ongoing Support

Frayora may offer Ongoing Support commitments including:

  • 3-month terms
  • 6-month terms
  • 12-month terms
  • Other mutually agreed terms

A fixed-term arrangement represents a commitment for the agreed period and may include pricing, capacity, scheduling, or other benefits based on that commitment.

The 15-day cancellation provision applicable to month-to-month services does not automatically allow a Client to terminate a fixed-term commitment early.

Any early termination rights or charges will be stated in the applicable agreement.

If Frayora and the Client mutually agree to end a fixed-term engagement early, any refund, final payment, or termination amount will be determined according to the applicable agreement and circumstances.

17. End of a Fixed Term

Unless expressly agreed otherwise, completion of a fixed-term arrangement will not automatically commit the Client to another equivalent long-term term.

At the end of the agreed term, the parties may:

  • End the service
  • Continue on a month-to-month basis
  • Enter into another fixed-term arrangement
  • Change the level of support
  • Agree to another arrangement

Any new pricing or terms will be communicated before the new arrangement begins.

18. Split Billing for Ongoing Support

Frayora may allow eligible Clients to divide a monthly Ongoing Support payment into two installments.

Split billing is a payment accommodation and does not divide the Client’s plan into two separate subscriptions.

Where approximately 50% of the monthly fee has been paid, Frayora may provide up to approximately the corresponding portion of the Client’s monthly support capacity before the remaining installment becomes due.

If the Client uses that available capacity before the second payment date, Frayora may pause additional work until the remaining balance is paid.

If the Client wishes to continue immediately, the remaining monthly balance may become payable before additional work is performed.

19. Cancelling a Split-Payment Month

Using split billing does not allow a Client to purchase half of a monthly plan unless Frayora expressly agrees otherwise.

If the Client has committed to a monthly service period, both installments remain part of the agreed monthly price.

Cancellation does not automatically eliminate an installment that became payable under the applicable monthly agreement.

20. Upgrading or Downgrading Ongoing Support

Clients may request to change their Ongoing Support level.

Upgrades may take effect sooner where Frayora has sufficient capacity.

Downgrades generally take effect at the next eligible billing period and remain subject to applicable notice and commitment requirements.

Amounts already paid for the current period are not automatically refunded because a Client requests a lower level of support during that period.

21. Pausing Ongoing Support

Where Frayora permits a Client to pause Ongoing Support, the pause terms will be agreed in writing.

A pause is not guaranteed and may depend on:

  • The Client’s selected plan
  • Current commitment terms
  • Frayora’s availability
  • The requested pause length
  • Existing scheduled work
  • Other circumstances affecting reserved capacity

Frayora does not guarantee that the Client’s previous pricing, promotional rate, plan, or capacity will remain available when service resumes.

22. Promotional and Discounted Pricing

Frayora may occasionally offer promotional, introductory, founding-client, or discounted pricing.

Promotional pricing may be subject to:

  • A specific eligibility period
  • A particular service
  • A minimum commitment
  • Limited availability
  • A specific purchase deadline
  • Other disclosed conditions

Ending an engagement does not create a right to retain expired promotional pricing if the Client later returns.

Any refund involving a discounted service will generally be based on the amount actually paid rather than the service’s regular advertised price.

23. Custom Services and Custom Pricing

Many Frayora services are custom quoted.

Public website pricing does not necessarily establish the price of a custom engagement.

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

24. Third-Party Fees and Expenses

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

  • Domains
  • Website hosting
  • Plugins
  • Software subscriptions
  • Applications
  • Licences
  • Stock assets
  • Templates
  • Platform fees
  • Automation services
  • API usage
  • Scheduling tools such as Calendly
  • Payment processing services such as Square
  • Other approved external products or services

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

Frayora cannot guarantee refunds from third-party providers.

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

25. Payment Processing and Square

Frayora may receive payment through:

  • Credit or debit card
  • Interac e-Transfer
  • Bank transfer
  • International remittance or money transfer
  • Other approved payment methods

Card payments may be processed through Square or another approved payment provider disclosed at the time of payment.

Where a transaction is processed by Square or another third-party payment provider, that provider may apply its own processing timelines, security checks, refund procedures, dispute processes, and transaction rules.

Frayora does not control the time required for Square, a Client’s bank, a card issuer, or another financial institution to return approved refund funds to the Client.

International transactions may involve currency conversion, intermediary banks, remittance providers, or other transaction costs.

Where permitted by applicable law and the applicable agreement, unrecoverable Client-specific transaction charges may be considered when calculating a refund.

Refunds will generally be issued through the original payment method where reasonably available, including through Square where the original transaction was processed through Square.

If the original payment method is unavailable or unsuitable, Frayora may use another reasonable refund method.

Exchange-rate fluctuations may result in the Client receiving a different amount in their local currency from the amount originally converted at purchase.

Frayora is not responsible for currency fluctuations or charges independently imposed by the Client’s bank, card issuer, Square, remittance provider, or other payment service, except to the extent responsibility cannot legally be excluded.

26. Refund Timing

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

The date on which the Client actually receives the funds may depend on:

  • Square or another payment processor
  • The Client’s financial institution
  • The Client’s card issuer
  • The payment method used
  • International banking networks
  • Currency conversion
  • Weekends, holidays, or processing delays
  • Other circumstances outside Frayora’s reasonable control

Frayora cannot guarantee a specific bank or payment-processor settlement date once an approved refund has been submitted to the relevant provider.

27. Chargebacks and Payment Disputes

Clients who believe a payment is incorrect are encouraged to contact Frayora promptly so the issue can be reviewed.

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

Frayora may pause affected services while a payment dispute is being investigated.

Where necessary, Frayora may provide relevant records to Square, another applicable payment processor, bank, card issuer, remittance provider, or financial institution, including:

  • Applicable agreements
  • Proposals and Statements of Work
  • Invoices
  • Payment records
  • Client communications
  • Approvals
  • Work records
  • Time or activity records
  • Delivery records
  • Project milestones
  • Other evidence reasonably relevant to the transaction

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

28. 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 business 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 where applicable law requires otherwise.

29. 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 and explain the concern.

Where appropriate, Frayora may attempt to resolve a legitimate service issue through measures such as:

  • 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

The appropriate remedy will depend on the circumstances, applicable agreement, work performed, and applicable law.

30. Cancellation by Frayora

Frayora may occasionally need to cancel or terminate an engagement.

Where Frayora cancels an engagement for reasons unrelated to Client breach, misconduct, non-payment, or failure to cooperate, Frayora will determine the value of work already properly performed and address any remaining prepaid amount attributable to unperformed services fairly.

Depending on the circumstances, Frayora may provide:

  • A refund of the applicable unearned prepaid amount
  • A partial refund
  • A service credit
  • Completion or transfer of appropriate completed work
  • Another mutually agreed resolution

Frayora will not retain payment for substantial services that Frayora simply chooses not to perform without a contractual or legal basis for doing so.

31. Termination for Client Breach

Frayora may suspend or terminate services where the Client:

  • Repeatedly fails to make required payments
  • Materially breaches an agreement
  • Requests unlawful or unethical work
  • Misuses Frayora services
  • Repeatedly fails to provide required cooperation
  • Engages in abusive, threatening, discriminatory, harassing, or seriously inappropriate conduct
  • Creates an unreasonable legal or security risk
  • Otherwise materially prevents Frayora from performing the engagement

Termination for Client breach does not automatically entitle the Client to a refund of amounts properly earned for work already performed, completed milestones, authorized expenses, or other amounts properly payable.

Any prepaid amount attributable to substantial services not performed will be addressed according to the applicable agreement, circumstances, and applicable law.

32. How to Request a Cancellation or Refund

Cancellation and refund requests should be submitted in writing using Frayora’s designated business contact method.

The request should include sufficient information to identify the engagement, such as:

  • Client or business name
  • Relevant service or project
  • Invoice or order information, where applicable
  • Reason for the request
  • Requested cancellation date, where applicable
  • Any relevant supporting information

Frayora may request additional information reasonably necessary to review the request.

A cancellation submitted through Calendly by cancelling a meeting does not automatically constitute cancellation of the underlying Client engagement, project, Ongoing Support plan, or payment obligation.

Where formal cancellation notice is required under the applicable agreement, the Client must provide that notice through the designated Frayora contact method.

33. Refund Processing

Where Frayora approves a refund, Frayora will initiate the refund within a reasonable period after the amount and method have been determined.

The time required for the funds to appear in the Client’s account may depend on Square, another payment processor, the Client’s financial institution, remittance provider, payment method, country, or currency involved.

Frayora does not control processing times imposed by third-party financial institutions or payment providers.

34. International Clients

Frayora operates from Ontario, Canada and provides remote services primarily to Clients throughout the United States and Canada, as well as Clients in other international markets.

Refund and cancellation requests from international Clients will be handled according to this Policy, the applicable agreement, and any mandatory laws that apply to the transaction.

The availability of Frayora services internationally does not waive or replace the governing-law provisions contained in Frayora’s Terms & Conditions.

35. Governing Terms

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

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

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

36. Changes to This Policy

Frayora may update this Refunds & Cancellations Policy from time to time to reflect changes to services, payment practices, scheduling tools, payment processors, business operations, 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 retroactively alter material refund or cancellation terms already agreed for an existing fixed-price or fixed-term engagement unless permitted by the applicable agreement or agreed by the parties.

37. Contact Frayora

Questions regarding cancellations, refunds, billing, scheduling, or this Policy may be submitted through the contact information provided on the Frayora website.

Frayora

Email: hello@frayora.com

Website: frayora.com

Frayora is based in Ontario, Canada and provides remote business services primarily to clients throughout the United States and Canada, as well as clients in other international markets.