Return policy text
What this policy covers
We set out withdrawal where the law gives a cooling-off right for distance services, cancellation before work starts, refunds after performance issues, and how we pay money back when a refund is due. It does not grant rights beyond the written scope of the order; bespoke briefs with milestone approvals may refer to a separate statement of work that limits rework in a fair, transparent way.
When you are a “consumer”
Many rights below refer to a natural person who contracts for a purpose outside their business. If you order on behalf of a company, different rules, invoices, and limitation clauses in the main contract may apply. We will make that distinction clear in the order confirmation. Nothing here removes a mandatory right that national law or EU consumer protection gives you as an individual in your country of residence, including when you are in the Netherlands, elsewhere in the EU, or the EEA.
Right of withdrawal for distance service contracts
Where the Consumer Rights Directive and local implementing law apply, you may have fourteen days from the day of the distance contract to withdraw without giving a reason, except where the law allows a valid exception, for example if you have asked us to start performance during the withdrawal period, with your express prior request and with acknowledgement on your part that you lose the right once delivery has been completed in line with that request, or in other specific cases the statute lists. We will confirm in each order which elements are covered by a withdrawal right and how the clock starts, because mixed packages can combine an immediate access component with a later deliverable.
Cancellations before the session or delivery window
If you cancel a dated engagement in writing before we have begun substantive work and before non-refundable travel or licensing costs have been committed on your behalf, we refund any prepaid amount that has not been earned, typically within the payment channels described in the “How we refund” section. If a third-party cost was disclosed and approved in the quote, it may be deducted. Late cancellations of live sessions may be subject to a reasonable fee to cover staff time, stated before payment where practicable.
If the deliverable does not match the agreed scope
When something we produce falls clearly outside the written description in the order—such as the wrong file format, the wrong target language, or a section missing that the milestone brief required—you should report it promptly with a concrete description. We will propose a proportionate fix: correction at no additional charge where the fault is ours, or a partial credit or follow-up call as an alternative you prefer, within reason. Change-of-mind on taste after a documented approval is outside this remedy path.
Digital access and file delivery
When you receive download links, credentials, or cloud folders, you are responsible for secure storage. If access was activated on your request before the end of a withdrawal period that still applies, legal outcomes depend on the nature of the digital content and the notices we gave, as reflected in the order. We do not promise perpetual hosting of every asset in the free tier; long-term storage should be set out in a paid agreement or your own environment.
How and when we refund
Approved refunds are returned using the same means of payment you used, unless you expressly agree to another method and that method is technically feasible, without a fee beyond what the payment system charges. Our internal target is to execute the payment instruction within about fourteen days of approving the refund, subject to card scheme or bank cut-off times. We may need to verify that the account belongs to the person who paid if fraud concerns arise.
Dispute resolution in practice
We prefer to resolve questions directly by email, then by a short call if the matter is complex. If a mandatory alternative dispute process applies to your territory, you may use it. Courts remain available where the law does not require pre-litigation steps. A record of the order and the relevant exchange of messages will usually be the factual basis for any review.
Contact for return questions
Address correspondence to the studio email contact@fraxylonplixonar.world and include a reference in the subject line, if we have given you one, plus the name used on the order. If you are entitled to a refund of statutory fees in a public scheme in your home country, that scheme’s rules sit outside this private policy, but we will cooperate with factual information to the extent we lawfully can.
Tip. Keep a copy of your quote and the confirmation email. The “Version dated” line at the top of this page is generated when you open it in your browser; the obligations that govern your order are those in the contract documents you agreed to, supplemented by the consumer rules that protect you in your place of residence when applicable.