Refund Policy

1. What This Policy Covers

This policy applies to purchases from FrostWeb Studios, LLC in the FrostWeb Store at shop.frostweb.studio, paid by card (processed by Stripe) or with PayPal. FrostWeb Studios, LLC is the seller of these purchases. This policy forms part of our Terms of Service.

2. Immediate Delivery

Everything sold in the FrostWeb Store is digital and is added to your account as soon as your payment completes. Before you pay, checkout asks you to confirm that delivery starts immediately and that refunds follow this policy. We record that confirmation on your order, together with the version of these rules you accepted.

When you subscribe to FrostWeb Premium, you confirm that Premium starts immediately and renews until you cancel, and that renewals cannot be refunded through self-service; we record that confirmation and its version on your subscription.

3. Self-Service Refunds

You can refund an order yourself, without contacting support, when all of the following are true:

• The order is completed and was paid by card or with PayPal.
• It was placed less than 14 days ago.
• You have played less than 2 hours (120 minutes) since the purchase. If the order contains more than one game, the game you have played the most is the one that counts. If your playtime cannot be checked automatically (for example, the order includes an item that is not part of a game, or a game cannot report playtime), the order cannot be refunded by self-service, and a support ticket can review it instead.
• No Steam key from the order has been revealed to you.
• Your account has made fewer than 2 self-service refunds in the past 12 months. Refund attempts that failed do not count.
• Your account is not under an active suspension or ban. If your account’s standing cannot be checked at that moment, a support ticket can review the refund instead.

The 14 days and the playtime are both counted from the moment the order was placed. To ask for a refund, open Transaction History in the account hub at identity.frostweb.studio, or use the refund option on support.frostweb.studio. If an order does not qualify, you are shown which of these rules it does not meet.

4. What Happens When an Order Is Refunded

• Full refunds only. The whole amount paid for the order, including tax, is returned to the card or PayPal account you paid with. Orders are never partly refunded.
• Once per order. An order can be refunded only once.
• The items are removed. Everything the order added to your library is removed from your account.
• Confirmation. We email you when the refund has been made. How long the money takes to reach you depends on your card issuer or PayPal.

5. Purchases Not Covered

• FrostWeb Premium payments (the first payment and renewals) cannot be refunded through self-service. To stop future charges, cancel the subscription before it renews (see section 7 of our Terms of Service).
• Purchases made on Steam are sold by Steam and are refunded through Steam under Steam’s own refund policy, not by FrostWeb.

6. Refunds Through Support

If an order does not qualify for a self-service refund, you can open a ticket at support.frostweb.studio. Our staff can review any order and may refund outside the rules above. A refund made by staff is also a full refund of the order, and it also removes the order’s items from your library.

7. Chargebacks

Please contact us before disputing a charge with your bank or PayPal. Disputes are handled as described in section 7 of our Terms of Service.

8. Your Legal Rights

Nothing in this policy limits a right to a refund or other remedy that the law where you live gives you and that cannot be waived by agreement.

9. Changes to This Policy

If we change these rules, we post the new version on this page with a new effective date. The rules that apply to an order are the ones in force when you placed it.