Right of Withdrawal & Refund Policy
Scope (Consumers)
The following provisions apply to consumers within the meaning of § 13 BGB. If you purchase as a business (§ 14 BGB), the statutory consumer withdrawal right does not apply.
1. Right of Withdrawal
You have the right to withdraw from this contract within fourteen (14) days without giving any reason. The withdrawal period is fourteen days from the day of the conclusion of the contract.
To exercise the right of withdrawal, you must inform us (Pelle Krukow, Volksdorfer Str. 5, 22081 Hamburg, Germany, Email: support@frozentweaks.com) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or email). You may use the model withdrawal form provided below, which is not mandatory.
2. Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
3. Early Expiry of the Withdrawal Right (Digital Content)
Important:
For digital content not supplied on a tangible medium, your withdrawal right expires early once we have begun performance of the contract after you (i) expressly consented to the start of performance before the end of the withdrawal period and (ii) acknowledged that you thereby lose your withdrawal right (cf. § 356(5) BGB).
We obtain this consent and acknowledgment during checkout. If you start the download, activation, or usage of the software after giving this consent, the right of withdrawal is forfeited.
4. Refund Policy
General Rule
After the download/activation/first use of the software following your above consent, statutory withdrawal no longer applies and refunds are generally excluded.
Exception: Proven Technical Incompatibility
We consider refunds in the following limited cases:
- The software demonstrably does not run on your system,
- Your system meets the published system requirements,
- You contacted our support promptly and cooperated in reasonable troubleshooting steps,
- The issue could not be resolved despite support,
- Your request is made within 14 days of purchase.
Procedure for Refund Requests
- Email support@frozentweaks.com
- Describe the technical issue in detail and include screenshots or logs if available
- Provide your system specifications and order/transaction ID
- Follow the troubleshooting steps advised by our team
- If unresolved, a refund will be processed within 5–7 business days
5. No Refund In These Cases
- Change of mind after download/activation/use,
- Subjective dissatisfaction with results,
- Failure to meet system requirements,
- Improper use or violation of the Terms of Use,
- Requests made after 14 days from purchase,
- Where the statutory withdrawal right has expired due to consent per § 356(5) BGB.
6. Free Trial
We strongly recommend using any available free trial to test compatibility and functionality before purchasing.
7. How to Exercise Your Withdrawal Right
Send a clear statement of withdrawal to the contact above. You can also use this model form:
Model Withdrawal Form
— To: Pelle Krukow, Volksdorfer Str. 5, 22081 Hamburg, Germany, Email: support@frozentweaks.com
I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods / the provision of the following service (*): [describe].
Ordered on (*) / received on (*): [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only for notification on paper)
Date
(*) Delete as appropriate.
8. Contact
Email: support@frozentweaks.com
Postal: Pelle Krukow, Volksdorfer Str. 5, 22081 Hamburg, Germany
Typical response time: 24–48 hours on business days.
Last updated: 06 November 2025