1. What this covers
This policy applies to subscription fees paid to Pronttera for Frostique. It does not cover money you pay to a bakery for a cake — see section 6 for that.
2. Free trial first
Where a free trial is offered, we ask you to use it. It is the best way to confirm the platform fits your bakery before any money changes hands. Cancel before the trial ends and you are not charged at all.
3. Cooling-off period
If you paid for a subscription without taking a trial, you may request a full refund within 14 days of the first payment, provided you have not used the service beyond ordinary evaluation — for example, taking live customer orders through your storefront.
4. Renewals and part-used terms
- Monthly plans: fees for a started month are not refundable. Cancel before the renewal date to avoid the next charge.
- Annual plans: if you cancel mid-term, we refund the unused whole months on a pro-rata basis, less any discount you received for committing annually.
- We do not refund a renewal simply because it was unnoticed, but if you contact us within 7 days of an unintended renewal and have not used the service in that period, we will normally refund it as a goodwill gesture.
5. When we will always refund
- We fail to deliver the service for a prolonged period through our own fault, and cannot restore it within a reasonable time.
- We remove a feature core to your plan mid-term and you choose to cancel as a result.
- You were charged in error, charged twice, or charged after a valid cancellation.
6. Refunds for cake orders
If you are a shopper who ordered from a bakery through a Frostique-powered app, your contract is with that bakery, not with us. Pronttera does not hold your payment for that order and cannot refund it.
Please contact the bakery directly — their contact details are shown on their storefront and on your order confirmation. Each bakery sets its own cancellation and refund terms, which typically account for the fact that cakes are made to order.
7. How to request a refund
Email info@pronttera.com from the address on your account, with your business name and the invoice number. We aim to acknowledge within 2 business days and decide within 10 business days.
Approved refunds are returned to the original payment method. Your bank or card provider usually takes a further 5–10 business days to post it.
8. Chargebacks
Please talk to us before raising a chargeback — most disputes are quicker to resolve directly. We may suspend an account while a chargeback is open.
9. Your statutory rights
Nothing in this policy limits any refund or cancellation right you have under the consumer or commercial law that applies to you.
Questions: info@pronttera.com.