Refund and withdrawal

Paid plans (Frozen Pro, Frozen Elite and passes paid with paysafecard). These are contracts for digital content that is not supplied on a tangible medium. We start performing the contract as soon as your payment goes through: we activate your plan on your account or, if you bought as a guest, we email you your license key. Your right of withdrawal ends at that moment, before the 14 days are over, if all of the following apply:

1. you expressly agreed at checkout that we start performing the contract before the withdrawal period ends,
2. you confirmed that you know that, because you agreed, you lose your right of withdrawal once we start, and
3. we have sent you a confirmation of the contract by email (§ 312f BGB). If you bought as a guest, this is the email that carries your license key.

Free plan. Your right of withdrawal ends as soon as we start performing the contract, which is when your free account is ready to use.

(complete and return this form only if you wish to withdraw from the contract)

(*) Delete as appropriate.

• Online: use "Withdraw from contract here" at the bottom of every page (frozentweaks.com/withdraw). You don't need to log in. Enter your name, the email address you used for the purchase and the plan, then press "Confirm withdrawal". We send you an acknowledgment by email straight away.
• By email: write to support@frozentweaks.com from any address. Tell us your name and the email address you used for the purchase.
• By post: send a letter to the address above.

If your right of withdrawal still exists, we end the plan and refund your payment within 14 days, to the payment method you used. If it has already ended (see "When the right of withdrawal ends early"), we tell you why, and we treat your message as a cancellation of your subscription unless you tell us otherwise.

• Only consumers have this right. If you buy for your business, the statutory right of withdrawal does not apply.
• Renewals start no new right of withdrawal. When your subscription renews, the existing contract continues; no new contract is concluded.
• Withdrawing is not the same as cancelling. To stop a subscription from renewing, use "Cancel contracts here" at the bottom of every page (frozentweaks.com/cancel). Our voluntary refunds for technical problems are explained in the refund policy (frozentweaks.com/refund). Neither of them limits your statutory rights.

The statutory German text (Widerrufsbelehrung) follows below. Both say the same.

• Right of withdrawal. As a consumer, you can withdraw within 14 days of concluding the contract. For a paid plan, the right ends early once your access starts, which is as soon as the payment goes through: when we activate your plan on your account or, if you bought as a guest, when we email you your license key. This applies if you asked for your access to start right away at checkout, confirmed that you know you lose the right by this, and received our contract confirmation by email (for guests, the email with the license key). Details and the model form: Right of withdrawal.
• If the app is faulty. You have the statutory warranty rights for digital products: we fix the problem, and if we can't, you can end the contract or reduce the price, and claim damages where the law allows (§§ 327 ff. BGB, Terms § 9).
• Cancelling. You can cancel a subscription at any time with "Cancel contracts here" at the bottom of every page. After the first 12 months of a yearly plan, you can cancel at any time, with effect at the end of the current billing month (Terms § 6). If you bought a yearly plan before 3 October 2026, you can cancel it with one month's notice once its first 12 months are over, and we refund the unused part of the year (Terms § 19.2).
• If we change the app for the worse. If a change impairs your use of the app more than slightly, you can end the contract free of charge within 30 days and get the prepaid amount for the remaining time back (Terms § 8.3).

On top of these rights, we refund your purchase if all of the following apply:

1. you ask within 14 days of buying,
2. Frozen Tweaks can't run on your PC,
3. your PC meets the system requirements: Windows 10 or 11 (64-bit) with the Microsoft Visual C++ Redistributable (x64), administrator rights and an internet connection to log in, and
4. our support can't fix the problem, although you helped us try (for example by sending the app's log files).

What you get back: the full amount you paid for that purchase, including any paysafecard fee, to the payment method you used, within 14 days of our confirmation. Your plan ends when we refund it. For a subscription, this covers the first payment, and the subscription is cancelled at the same time.

The voluntary refund does not cover a change of mind after your access has started, a PC that doesn't meet the system requirements, or results that are smaller than you hoped for (how much a PC benefits depends on its hardware, Windows version, drivers and games). In all of these cases, your statutory rights still apply in full, for example if the app turns out to be faulty.

Email support@frozentweaks.com and tell us:

• the email address you used for the purchase, or your order reference,
• what happens when you start the app, ideally with a screenshot,
• your Windows version,
• and attach the app's log files. You find them in the folder %LOCALAPPDATA%\FrozenTweaks (paste this into the address bar of File Explorer).

We usually reply within 24 to 48 hours on business days. Please contact us before you reverse a payment with your bank or payment provider; we are usually faster, and you lose no rights by asking us first.

If your child bought a plan without your permission, write to support@frozentweaks.com. We end the plan and refund the payment.

If you bought before 3 October 2026 on our previous purchase page, which promised a 30-day money-back guarantee, that promise applies to your purchase: ask within 30 days of buying, and we refund you.