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Refund Policy

Effective Date: April 21, 2026

Operator: Frida & Simon Group, LLC, 3850 Bird Road, Suite 1001D, Miami, FL 33146, United States

1. Overview

Frida & Simon Group, LLC (“Frimon,” “we,” “us,” or “our”) sells personalized digital branding and design Services through tiered packages (Pack Launch, Pack Grow, and Pack Scale). Each Service is custom-produced for the individual customer based on the inputs you provide through our intake form, and is delivered electronically within a short turn-around (24 to 72 hours).

Because of the personalized, time-sensitive nature of these Services, this Refund Policy explains exactly when refunds are available, when they are not, and how to request one. This Policy works together with Section 6 of our Terms of Service. If there is any conflict between this Policy and Section 6, this Policy controls as to refunds.

This Policy applies to all customers worldwide, but the substantive consumer rights described here reflect United States federal and state law. Frimon does not currently offer Services to residents of jurisdictions outside the United States.

2. When Performance Commences

Once your payment has been completed, performance of the Service automatically commences. This includes, without limitation:

(i) the automated dispatch of confirmation and intake materials to you,
(ii) the registration of your order in our internal production system,
(iii) the processing of your project inputs, and
(iv) the initiation of the design fulfillment workflow.

For purposes of this Policy, “performance has commenced” shall be deemed to occur at the timestamp recorded by our payment processor (Stripe, Inc. or PayPal Holdings, Inc., as applicable) at the moment your payment is successfully completed. That timestamp is the operative reference point for refund eligibility — not the moment we send the first email, not the moment you submit the intake form, and not the moment a designer begins work. The trigger is the successful payment event itself.

This definition is intentionally precise so that both parties have an objective, third-party-verified time anchor for refund eligibility analysis.

3. Refunds Are Not Available After Performance Commences

From the moment performance has commenced, as defined in Section 2, refunds are not generally available. The Services are personalized digital deliverables produced specifically for you and consumed in a short cycle, and the bulk of our internal cost is incurred at or near the start of fulfillment. By proceeding with payment, you acknowledge that you have read this Section and understand that submitting payment activates the Service and forfeits a general right of withdrawal.

This Section 3 is subject to the mandatory exceptions in Section 4 and to the statutory rights described in Section 7. Nothing in this Policy waives any right that cannot be waived under applicable law.

4. Statutory and Mandatory Exceptions

Refunds remain available, even after performance has commenced, in the three following circumstances:

4(a) Where required by applicable law

If the consumer protection law of your state of residence (or any other applicable law) grants you a non-waivable right to a refund in the specific circumstances of your purchase, that right prevails over Section 3. We will honor it. Examples include, without limitation, situations where a state attorney general or court has determined that a particular fact pattern entitles the consumer to a refund regardless of the merchant’s stated policy.

4(b) Demonstrable error on our part

If we made a demonstrable error that materially affects what you received, you are entitled to a full or partial refund proportional to the impact. Examples relevant to Frimon’s Services include:

  • We delivered the wrong package (for example, you purchased Pack Scale and we delivered the deliverables of Pack Grow).
  • We charged you twice for the same order due to a payment-processor or system error on our side.
  • We delivered files in a corrupted, unusable, or fundamentally incorrect format that cannot be opened or used as intended.

4(c) Failure to deliver

If Frimon fails to deliver the Service as described on the Plans page or otherwise materially fails to perform, you are entitled to a refund. Examples include:

  • We never delivered any of the deliverables for your purchased package within a reasonable time after your intake submission.
  • We delivered an incomplete package missing one or more advertised core deliverables (for example, no brand manual at all in a package that promises one).
  • We unilaterally cancelled your order without delivering the Service.

In each of (a), (b), and (c), the burden of demonstrating the qualifying circumstance is shared in good faith: you provide the order number and a clear description of the issue, and we review our internal records and respond.

5. How to Request a Refund

To request a refund, follow these steps:

  1. Contact us by email at info@frimon.us within seven (7) calendar days of your purchase. Use the subject line “Refund Request — [Order Number]”.
  2. Provide the following information in your message:
    • Your full name and the email address used at checkout.
    • Your order number.
    • The date and amount of the purchase.
    • The package purchased (Pack Launch, Pack Grow, or Pack Scale).
    • A clear description of the reason for the request, mapping to one of the categories in Section 4 where applicable.
    • Any supporting documentation (screenshots of error messages, copies of the deliverables you did or did not receive, communication threads, etc.).
  3. Initial response timeline: we will acknowledge receipt of your request within five (5) business days and let you know whether we need additional information.
  4. Review and decision: we will review your request in good faith against the criteria in Sections 3 and 4. If approved, we will confirm in writing.
  5. Processing of approved refunds: approved refunds will be processed within fourteen (14) business days from the date of approval. Refunds are issued to the original payment method (the card or PayPal account used at checkout). We do not issue refunds in cash, store credit, or to a different payment method.
  6. Bank/processor delays: while we initiate the refund within the 14-business-day window, your bank or card issuer may take additional time (typically 3 to 10 business days, occasionally up to one billing cycle) to post the credit to your account. That additional processing time is outside our control.

If your refund request is denied, you may proceed under Section 8 (Disputes).

6. Chargebacks

Before initiating a chargeback with your bank, card issuer, or PayPal, we ask that you contact us first at info@frimon.us so we can attempt to resolve the matter directly. In our experience, most disputes can be addressed faster and more favorably through direct communication than through the chargeback process.

We respect that you retain the right to file a chargeback if you believe it is warranted, and nothing in this Policy waives that right. However, please note:

  • If you initiate a chargeback for an order in which the Service was delivered as described and no qualifying circumstance under Section 4 applies, we will defend the chargeback by submitting our records (order, intake, delivery confirmation, communications) to the processor.
  • If a chargeback is upheld in your favor on the basis of facts that are inconsistent with what was actually delivered, we reserve the right to suspend future Services to the same customer.

We will not retaliate against you for raising a good-faith concern, asking questions about your order, or exercising any statutory right.

7. Statutory Rights of US State Consumers

Several states have specific consumer protection laws addressing refund and return policies. The following is provided for general information and does not waive or limit any rights you may have under your state’s law:

  • California — Civil Code § 1723: requires retailers to conspicuously display their refund policy. If a refund policy is not displayed, the buyer may return goods for a full refund within seven (7) days of purchase under specified conditions. California courts and the Attorney General have extended the principle to online retail in certain circumstances.
  • New York — General Business Law § 218-a (as amended, effective August 7, 2025): requires online retailers to display or hyperlink the refund policy near the item or before the consumer is asked for billing information. The notice must specify whether refunds are given, conditions, time limits, and any fees. Where no policy is displayed, a default 30-day right of return applies.
  • Florida — Fla. Stat. § 501.142: retailers with a no-refund or limited-refund policy must disclose it conspicuously. Where no such disclosure is made, consumers have a right to a refund within seven (7) days of purchase for unused, undamaged items with proof of purchase. (Florida is also the state of incorporation of Frida & Simon Group, LLC.)
  • Massachusetts — 940 CMR 3.13: retailers must disclose their refund policy before completing the transaction. Without disclosure, retailers must accept returns submitted within a reasonable period after purchase.
  • Virginia — Va. Code § 59.1-200 (Virginia Consumer Protection Act): failure to disclose a refund policy may be deemed a deceptive practice; absent disclosure, customers may return within twenty (20) days of purchase.

Residents of other states with comprehensive consumer protection statutes (including Colorado, Connecticut, Texas, Oregon, Montana, Iowa, Delaware, New Hampshire, New Jersey, Tennessee, Maryland, Indiana, Kentucky, Rhode Island, Nebraska, and Minnesota) may have analogous rights under their respective laws.

This Policy is intended to satisfy the disclosure requirements of each of the above statutes by being conspicuously published and accessible on our website prior to checkout.

8. Disputes

If your refund request is denied and you believe the denial is incorrect, you may:

  1. Request escalation by replying to our denial email and asking that your request be reviewed by Frimon management. We will respond within ten (10) business days.
  2. Pursue informal mediation through any consumer mediation service available in your state of residence (for example, your state Attorney General’s consumer protection office or an accredited Better Business Bureau program). We will participate in good faith.
  3. Initiate binding arbitration as set forth in Section 13 of our Terms of Service, subject to the 30-day opt-out provided in Section 13.3 of those Terms. The Federal Arbitration Act governs the interpretation and enforcement of that arbitration agreement.

Nothing in this Section 8 limits your right to pursue any remedy available to you under applicable law, including the right to file a complaint with the Federal Trade Commission, your state Attorney General, or your payment processor.

9. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will revise the “Effective Date” at the top of this document. If the changes are material, we will provide additional notice (such as a banner on the Site or an email to registered customers) at least seven (7) days before the changes take effect for new orders.

Changes to this Policy apply prospectively. The version of the Refund Policy in effect at the time of your purchase governs that purchase, even if the Policy is later updated.

10. Contact Information

For any question, request, or issue related to this Refund Policy, contact us:

Frida & Simon Group, LLC
3850 Bird Road, Suite 1001D
Miami, FL 33146
United States
Email: info@frimon.us
Subject line for refund matters: “Refund Request — [Order Number]”

We respond to refund inquiries on US business days (Monday through Friday, excluding US federal holidays).

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