1. FrameCRM Subscription — cancellation
You can cancel your Subscription at any time in the account settings or by e-mail. Cancellation takes effect at the end of the paid period (month or year), and you can use the service in full until then. No further payment will be charged.
Free trial. The free trial needs no card and nothing to cancel: if you do not pay, nothing is charged and the account is paused when the trial ends (you can still pay or export your data; the data of a trial that was never paid is deleted 90 days after the trial ends). If you have already paid during the trial and cancel before it ends, nothing is charged and access ends when the trial ends.
Cancelling alone does not trigger an automatic refund. A refund of the unused days is possible only within 14 days of a payment, as set out in Article 2.
When you move to a higher plan, the difference for the rest of the current period is charged straight away. When you move to a lower plan or change the billing period, the unused value of the current period is credited towards your next payments; it is not paid out. Data of features that the lower plan does not include is kept, but hidden until you move to a plan that includes them again. You cannot move to a lower plan while you use more staff, bays or locations than it allows.
2. Refund of unused days within 14 days of a payment
Within 14 days of a payment (the first payment or a renewal, monthly or yearly) you may cancel the Subscription and ask for a refund. We refund only the unused days of the paid period, pro rata by days — for example, cancelling on day 10 of a 30-day month refunds 20/30 of the price; a yearly Subscription is calculated the same way by days. The day of cancellation counts as used. The free trial is not a payment: for a Subscription that started with a trial, the 14 days run from the first payment after the trial (and from each renewal).
- after 14 days from the payment no refund is given — the Subscription runs to the end of the paid period and is not renewed;
- the money goes back to the original payment method (payment card) via Stripe, usually within 5–10 days;
- when the unused days are refunded, the Subscription ends and access ends on that day;
- send the request by e-mail; it does not apply in the event of a breach of the Terms of Service (a consumer’s statutory right of withdrawal under Article 5 is not affected);
- details and examples: Subscription & Refund Terms.
3. Service complaints
If FrameCRM does not work properly, report the defect to us by e-mail with a description and, if possible, a screenshot. We will confirm receipt and remedy the defect without undue delay. No compensation is provided for outages or limited availability unless a service level (SLA) has been agreed in writing.
4. Website projects — deposits, cancellation and complaints
Deposits and milestone payments are set out in the offer. If the Customer cancels the project before completion, it pays the price of the work performed up to cancellation (at the rates in the offer); this amount is set off against the deposit paid. We refund any unused part of the deposit; if the value of the work performed exceeds the deposit, the Customer pays the difference.
Report defects in the delivered website in writing (by e-mail) with a description. We will remedy defects for which we are responsible free of charge within a reasonable time. For consumers, we handle complaints within 30 days at the latest, and consumers have rights arising from defective performance under the Czech Civil Code.
5. Withdrawal from the contract by a consumer
A consumer who has concluded a contract at a distance (a Website project e.g. by e-mail, a FrameCRM Subscription online) may withdraw from it without giving a reason within 14 days of its conclusion (§ 1829 of the Czech Civil Code). An unambiguous statement sent to us by e-mail is sufficient.
If the consumer expressly requests that work begin before this period expires and then withdraws, they pay a proportionate part of the price for the work performed up to the moment of withdrawal (§ 1834). The consumer cannot withdraw once the service has been fully performed with their express consent and acknowledgement that they thereby lose the right of withdrawal (§ 1837(a)). Nor can the consumer withdraw from a contract for the supply of digital content or performance customised to the consumer’s wishes once it has begun with their consent.
We will refund the money within 14 days of withdrawal using the same payment method, unless we agree otherwise.
Model withdrawal form (you may use it, but you do not have to): “To: Pavlo Okhmak, Bezručova 4201, 430 03 Chomutov, info@frame-webs.com. I hereby give notice that I withdraw from my contract for the provision of the following service: … (e.g. FrameCRM Subscription, account / studio name …). Date of conclusion of the contract: … Name of the consumer: … Address of the consumer: … E-mail used for the order: … Date: … (Signature — only if the form is sent on paper.)”
FrameCRM Subscription. A consumer may withdraw from the Subscription within 14 days of concluding the contract. Because the service starts immediately at the consumer’s express request, on withdrawal the consumer pays proportionally for the days used (including the day of withdrawal) and we refund the rest — exactly as with the refund of unused days under Article 2. Within 14 days of each renewal payment, unused days are also refunded under Article 2; after 14 days from a payment no refund is given and the Subscription runs to the end of the paid period. If the Subscription began with a free trial, nothing is charged during the trial (no card is needed for it), so withdrawing during the trial costs nothing; the 14 days under Article 2 run from the first payment.
6. Out-of-court dispute resolution and contact
Consumers may contact the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI) (adr.coi.cz), which is competent for the out-of-court resolution of consumer disputes.
Send complaints, cancellations and refund requests to info@frame-webs.com or call +420 607 977 826.