Provided by Still Frame Multimedia Studios LLC

Effective Date: April 7, 2025

Welcome to Frame Forge E-learning, an online shop for digital products and e-learning operated by Still Frame Multimedia Studios LLC. This refund policy applies to all purchases made on our platform.

By purchasing from Frame Forge, you agree to this refund policy.

Refunds will be handled in accordance with the guidelines on this page.

Refund Eligibility by Product Type #

1. Video Courses (Pre-recorded Content)
   1. Refund Eligibility: Refunds are available within 14 days of purchase, provided the course has not been started.
   2. Refund Waiver: Once you start the course (e.g., watch a video or access materials), your refund right is waived after 2 hours.
   3. Technical Issues: If you experience platform-related issues preventing access to the course:
      1. Contact support within 14 days.
      2. We will attempt to fix the issue within 48 hours.
      3. If we cannot resolve the issue, a full refund will be issued.
      4. If fixed, your refund window will reset back to 14 days from the moment the issue is resolved (requests within this period must be made via email).
2. Tutor Session Booking& Course Live Session Booking
   1. Refund Eligibility: You may request a refund up to 24 hours before the session.
   2. Late Cancellations: If the session is canceled within 24 hours of the scheduled time, no refund will be issued. In specific circumstances, refund exceptions may be made
   3. Tutor Absence:
      1. If a tutor fails to show up, we will investigate the claim.
      2. If the tutor does not respond or provide proof of attendance within 3-5 business days, a refund will be processed
3. Digital Assets (e.g., PDFs, Templates, Downloadable Content)
   1. No Refunds: Due to the instant access nature of digital downloads, all sales are final and non-refundable unless fraud or extreme circumstances are confirmed.
   2. Fraud/Misrepresentation Exception: Refund requests based on fraud or misrepresentation must be made within 48 hours of purchase via email.
4. Table Top Heroes Launch Course and Hybrid Courses: Table top heroes and hybrid courses are courses which contain both live sessions and video courses by default. These courses are offered occasionally and have their own rules for refunds.
   1. Refund Eligibility: Refunds are available up to 3 days before the course start date.
   2. Refund Waiver: Once you start the course (e.g., watch a video or access materials), your refund right is waived after 2 hours, even if no live sessions have started.
   3. Technical Issues: If you experience platform-related issues preventing access to the course:
      1. Contact support within 14 days.
      2. We will attempt to fix the issue within 48 hours.
      3. If we cannot resolve the issue, a full refund will be issued.
      4. If fixed, your refund window will reset back to 14 days from the moment the issue is resolved (requests within this period must be made via email).

European Consumer Rights & Refund Waiver #

Under EU Consumer Protection Laws (Directive 2011/83/EU), digital services—including online courses, tutoring, and downloadable content—are exceptions to the standard 14-day right of withdrawal.

By purchasing and accessing any course,live session, tutoring session, or digital asset on Frame Forge, you:

1. Acknowledge and agree that digital courses, live tutoring sessions, and digital assets are non-refundable after access begins.
2. Explicitly waive your standard 14-day right of withdrawal under EU law for digital content that has been accessed.
3. Agree to abide by this refund policy, which complies with both US, Canadian, and EU consumer protection laws.

Fraud Prevention & Refund Abuse Policy #

1. Limited Refunds Limit Per Customer: StillFrame Multimedia Studios LLC may limit refunds to one per customer to prevent refund abuse.
2. Fraud Cases:
   1. If fraud is suspected, we will conduct an internal investigation.
   2. If fraud is confirmed, refunds will be processed immediately, and the customer’s bank may be contacted.
   3. Extreme fraud cases may be escalated to the payment provider for further action.

How to Request a Refund #

1. Refund requests usually must be submitted via the Order Page in your Frame Forge account.
2. You must provide a valid reason for the refund request.
3. Refund requests are processed based on the original request date, not the approval date.

Refund Processing & Payment Methods #

1. Refunds will be issued to the original payment method.
2. Processing time depends on your payment provider and typically takes 3-5 business days.

Contact Support #

For questions or assistance, please use the Contact us page form.