Refund & Returns Policy

We want Framed Minds to feel fair and transparent — including the part where money changes hands. This Refund & Returns Policy is part of, and governed by, our Terms of Use, and it works alongside our Privacy Policy.

If you have any questions before you buy, email us at [email protected].

1. What this policy covers

This policy applies to all paid Framed Minds products, meaning:

• Memberships — Explorer and Navigator (monthly or annual), and the Circle Holder add-on (a separate monthly subscription in addition to your base membership)
• Bridges reports — one-time purchases of a relational report created with another member
• Stillness sessions — one-time purchases of guided sessions, including sessions created by independent Stillness Keepers
• Events (virtual or local) that require payment — whether operated by Framed Minds or hosted by an independent Circle Holder
• Courses and other digital content purchased individually, where offered
• Bundles and gifts — see Sections 5 and 11

Every purchase is made from Framed Minds. Where content or an event is created or hosted by an independent member (a Stillness Keeper or Circle Holder), Framed Minds is still the seller: we process your payment, and this policy — not the creator’s own terms — governs your refund. Requests always come to us.

The specific terms shown to you at checkout are part of your purchase. If anything at checkout conflicts with this policy, the more specific and more consumer-protective terms shown at checkout will control (see Section 15).

2. The nature of our products

Framed Minds products are digital and delivered instantly. When you purchase a membership, course, or other digital content, you typically receive immediate access to materials you can view, stream, or download.

Because of this, we generally cannot offer “returns” the way a physical-goods store would — once content has been accessed, it can’t be given back. The sections below explain when refunds are available, and how to request one.

3. Memberships and automatic renewal

Our memberships are recurring subscriptions that renew automatically so your access isn’t interrupted.

• Explorer — billed monthly or annually
• Navigator — billed monthly or annually
• Circle Holder — an add-on, billed monthly in addition to your base membership. If your base membership ends for any reason, the Circle Holder add-on is cancelled automatically at the same time — you will not continue to be billed for an add-on without a base membership.

Before you are charged, we show you the price, the billing frequency, and the renewal terms, and we ask for your express, affirmative agreement at checkout. By subscribing, you authorize the recurring charge at the then-current price until you cancel. Your subscription renews automatically at the end of each billing period unless you cancel before the renewal date. We send annual members a renewal reminder before each annual renewal.

When you cancel, your cancellation takes effect at the end of your current billing period. You keep your membership benefits until that date, and you are not charged again afterward. We do not provide prorated refunds for the unused part of a billing period unless required by applicable law or provided elsewhere in this policy (see “When Framed Minds ends or reduces the service,” Section 5).

4. How to cancel

You can cancel at any time, and cancelling is at least as easy as signing up. How you cancel depends on where you subscribed:

Cancel in your account settings — web or app

Cancel anytime in your account settings — on the website or in the Framed Minds mobile app (iOS or Android). This self-service method works 24/7 and takes effect immediately (your access continues through the end of the paid period; you simply won’t renew). You can also delete your account entirely at any time from the website or the mobile app; because all billing runs through your Framed Minds account, deleting your account cancels any active subscription at the same time.

If you are unable to use account settings, you may email [email protected] with “Cancel Membership” in the subject line from the email address on your account. An emailed cancellation request is effective as of the time we receive it, provided it identifies your account. If a renewal charge processes after we received a valid emailed cancellation, we will refund that charge.

5. Refund eligibility

The following are our standards for all purchases. “Minimal use” is defined in Section 6.

Monthly memberships

Monthly memberships are generally non-refundable once a billing period has begun, because you retain access for that period. If you were charged due to a clear billing error, or you cancelled but were charged anyway, contact us and we’ll correct it.

First-charge refund right: if you request it within 7 days of your very first membership charge and your use of the membership has been minimal (Section 6), you are entitled to a full refund of that first charge. This is a defined right, not a discretionary courtesy. It applies once per person.

Annual memberships

For annual plans, you may request a full refund of your initial annual payment within 14 days of that charge if your use of the membership has been minimal (Section 6). After 14 days, annual plans are non-refundable, but you can cancel to prevent the next year’s renewal. Annual renewal charges may be refunded in full if you request it within 14 days of the renewal and have not used the membership since the renewal date.

Individually purchased courses and digital content

One-time digital purchases are refundable within 14 days of purchase only if you have not accessed the content beyond preview materials — specifically: you have not completed any lesson, streamed more than 10 minutes of course video, downloaded any course file or workbook, or generated any report from the purchased content. Once you’ve done any of those things, the content is considered delivered and is non-refundable.

Bridges reports

A Bridges report is created between you and another member, so it has one rule no other product needs: if the member you invite does not complete their part within 30 days of your purchase, or declines to participate, you are entitled to a full refund — automatically on request. You may also cancel for a full refund any time before the report is generated. Once the report has been generated, it has been delivered and is non-refundable, like other digital content.

Stillness sessions (including Stillness Keeper sessions)

Purchased Stillness sessions are one-time digital content: refundable within 14 days of purchase if you have not played the session beyond a brief preview (more than 2 minutes) or downloaded it. Once played or downloaded, the session is delivered and non-refundable. Sessions created by Stillness Keepers follow exactly the same rules — Keepers are independent creators, but Framed Minds is the seller, and we issue any refund. If a session fails to play, is materially not as described, or is removed from the platform before you have accessed it, you are entitled to a full refund (see “When Framed Minds ends or reduces the service” below).

Bundles

A bundle is refundable only as a whole, under the rules above applied to the bundle. Once any component of a bundle has been accessed beyond the thresholds above, the bundle is considered delivered.

Gift purchases

Gifts may be refunded to the purchaser within 14 days of purchase if the gift has not been redeemed. Once redeemed, the rules above apply based on the recipient’s use, and any refund goes to the original purchaser’s payment method.

When Framed Minds ends or reduces the service

• If we terminate your paid account without cause (for reasons other than your breach of our Terms of Use), we will refund the prorated, unused portion of your current billing period.
• If we permanently discontinue a material paid feature of your membership mid-period, you may cancel and receive a prorated refund or, at your choice, a credit.
• If we fail to deliver purchased content or a purchased service, or it is materially not as described, you are entitled to a refund of that purchase.

Always eligible for a refund

• Duplicate charges or clear billing errors
• Charges after a valid, timely cancellation (see Section 4)
• Anything else where a refund is required by applicable law

EEA, UK, and Switzerland: your 14-day right of withdrawal

If you are a consumer in the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a distance contract within 14 days without giving any reason, subject to the rules below. Where this statutory right is more generous than the refund rules above, the statutory right controls for you.

• Memberships (services): you may withdraw within 14 days of purchase. If you asked us to begin the service during the withdrawal period (which happens automatically when your membership starts immediately), and you then withdraw, you will receive a refund minus a proportionate amount for the period the service was already provided.
• Digital content (courses and other one-time digital purchases): at checkout we ask for your express consent to immediate delivery and your acknowledgment that you lose your right of withdrawal once delivery begins. If you gave that consent, the 14-day withdrawal right does not apply to that content once you begin accessing it. If you did not begin accessing it, you may withdraw within 14 days for a full refund.
• Events on a specific date: under EU and UK law, the withdrawal right does not apply to leisure services scheduled for a specific date — the event rules in Section 8 apply instead.

To exercise your right of withdrawal, send us a clear statement (email to [email protected] is sufficient) before the 14-day period expires. You may, but are not required to, use this model form: “I hereby give notice that I withdraw from my contract for [describe the purchase], ordered on 2026. Name, address, date.” We will refund you within 14 days of receiving your withdrawal, using the same payment method you used, at no fee.

6. What “minimal use” means — defined

So that refund decisions never turn on a vague phrase, “minimal use” of a membership during the applicable refund window means all of the following are true:

• You have sent 25 or fewer messages to Echo;
• You have completed no more than one assessment;
• You have completed no lessons in any course beyond each course’s first (introductory) lesson;
• You have not generated or downloaded any Bridges report or shared any report with another member; and
• You have not hosted any event or circle (Circle Holder add-on).

If your use exceeds these thresholds, the membership has been substantially delivered and the first-charge and annual refund rights in Section 5 no longer apply — though the “always eligible” categories still do.

7. Our mobile apps — how billing works

The Framed Minds apps for iOS and Android are access apps: they let you use your membership, but they do not sell anything. We do not offer in-app purchases, and neither Apple nor Google bills you for Framed Minds. Every purchase — memberships, content, and events — is made on our website through your Framed Minds account, which means:

• One place for everything: this policy applies to every purchase, for every member, on every device — there is no separate app-store refund process.
• Cancellations and refunds always come to us, through your account settings (web or app) or [email protected].
• If you ever see a charge from the Apple App Store or Google Play that claims to be for Framed Minds, it did not come from us — contact us and we will help you investigate it with the platform.

8. Paid events

For events that require payment:

• 7 or more days before the event: full refund, or transfer of your registration to a future comparable event.
• Less than 7 days before the event: non-refundable, but you may transfer your spot to a future comparable event or to another eligible adult (18+).
• If Framed Minds cancels an event: you’ll receive a full refund or the option to move your registration to a rescheduled date.

Event terms and conditions

• Circle Holder-hosted events: paid events hosted by independent Circle Holders are sold by Framed Minds — we process payment, and refunds and transfers under this section are requested from and issued by us, not the host. If a Circle Holder cancels their event, the “If Framed Minds cancels” rule above applies.
• Transfers are subject to availability, capacity limits, venue restrictions, eligibility requirements, and any event-specific terms. If the future event has a higher price, you may pay the difference; if lower, we’ll refund or credit the difference. If no comparable future event exists within 12 months, we will refund the registration instead.
• Rescheduled events: if we reschedule, your registration transfers automatically; if the new date doesn’t work for you, request a full refund within 14 days of the reschedule notice.
• Material changes: if we materially change an event (format, primary facilitator, or location beyond the same metro area), you may request a full refund before the event.
• Force majeure: if an event is cancelled or moved due to events beyond our reasonable control (weather, venue closure, public emergency), we will offer a refund or transfer, but we are not responsible for your travel, lodging, or other costs.
• Travel costs: registration fees never include, and refunds never cover, travel or accommodation. Please consider refundable bookings and/or travel insurance.
• No-shows: failing to attend without cancelling or transferring in advance is treated as attendance — no refund or transfer.
• Recorded virtual events: if a virtual event you paid for is recorded and you miss it, we may provide the recording; access to the recording satisfies delivery of the event where the listing said the event would be recorded.
• Guests and conduct: transferred and guest registrations are subject to our Terms of Use (including the 18+ requirement) and any event waiver. Removal from an event for a conduct violation does not entitle anyone to a refund.
• Event-specific terms shown at registration control over this section where they differ.

9. Free beta, free trials, and promotional pricing

During our free beta period, access to Framed Minds is provided at no charge. When paid subscriptions begin, we will not charge you simply because the beta ended.

• We will give you advance notice (by email and/or in-app) before any paid subscription starts.
• You will be charged only after you take an affirmative step to start a paid subscription and agree to the price and recurring terms.
• If you do nothing, you will not be charged.

Free trials

If we offer a free trial that converts to a paid subscription, we will clearly disclose the trial length, the price after the trial, and how to cancel — before you start the trial — and we will remind you before the first charge. Cancel any time before the trial ends and you will not be charged.

Coupons and promotional pricing

Discounted and promotional subscriptions renew at the then-current standard price after the promotional period unless the offer says otherwise; the offer terms will state the promotional period and the renewal price. Coupons have no cash value and are not refundable; a refund of a discounted purchase is limited to the amount you actually paid.

10. Price changes

If we change the price of your membership, we’ll notify you in advance (by email or in-app) before the new price takes effect, and — where applicable law requires — we will ask for your affirmative consent to the new price rather than relying on your continued use. You will always have the opportunity to cancel before a new price applies to you.

11. Taxes, currency, and payment details

• Taxes: prices shown at checkout may exclude sales or similar taxes, which are calculated based on your billing address and added at checkout. Approved refunds include the tax collected on the refunded amount.
• Currency: all website prices are in U.S. dollars. If your bank or card is denominated in another currency, your card issuer sets the exchange rate and may charge foreign-transaction fees; we do not control and cannot refund those fees, and refunds are issued in USD for the amount we received.
• Failed payments: if a renewal payment fails, we may retry it and notify you; continued failure may result in suspension of paid benefits until payment succeeds.

12. How to request a refund

For website purchases, email [email protected] with “Refund Request” in the subject line, and include:

• The email address on your account
• What you purchased and the approximate date
• A brief reason for the request

We aim to acknowledge requests within 3 business days and to resolve them within 14 days. Approved refunds are issued to your original payment method; depending on your bank or card issuer, it may take several business days to appear.

For Apple App Store or Google Play purchases, please use the platform’s refund process described in Section 7.

13. Refund abuse

The defined refund rights above exist to protect people acting in good faith. We may decline refund requests that show a pattern of abuse — for example, repeatedly subscribing, consuming content, and requesting refunds; creating multiple accounts to reuse the first-charge refund right; or misrepresenting usage. Declining a refund on this basis never affects the “always eligible” categories in Section 5 or any refund required by law.

14. A note on chargebacks

If you believe a charge is wrong, please contact us first — most issues are resolved within a few days, which is almost always faster than a card dispute.

If you file a chargeback, we will respond to it through the card network with the relevant records. While a dispute over a subscription charge is pending, we may pause the renewal and paid benefits of that subscription. A pending dispute will not remove your access to one-time content you previously purchased and were not disputing, and we will restore any paused benefits if the dispute is resolved in your favor.

15. Order of precedence

If documents conflict on a billing or refund question, they apply in this order:

1. The specific terms shown to you at checkout or event registration (the more consumer-protective reading controls);
2. This Refund & Returns Policy;
3. Our Terms of Use.

16. Changes to this policy

We may update this policy from time to time. When we do, we’ll update the “Last updated” date at the top of this page and, where appropriate, provide additional notice. The version in effect at the time of your purchase governs that purchase.

17. Contact

For any billing, cancellation, or refund question, reach us at:

Email: [email protected]
Mailing address: 11816 Inwood Rd #1555, Dallas, TX 75244