Refund Policy

1. Scope

This policy covers payments made to FRANKHOST for VidioPay software licenses. It does not govern payments made by viewers to independent website owners for video access through a VidioPay-powered website.

2. Digital software purchases

VidioPay is digital software that may be downloaded, activated and used shortly after payment. A completed software purchase is therefore not automatically refundable merely because the purchaser changes their mind after delivery, download, activation or use, except where applicable law provides a mandatory right to a refund or withdrawal.

3. Situations we will review

FRANKHOST will review refund requests involving duplicate charges, an incorrect amount, a payment taken where the corresponding license could not be issued or restored, or a material technical problem that prevents the purchased VidioPay entitlement from functioning and cannot reasonably be remedied through support.

4. Failed or pending payments

A failed or pending transaction is not considered a completed purchase until the relevant payment provider confirms payment. Temporary authorization holds or reversals are governed by the selected payment provider and financial institution.

5. Renewals

If a paid plan renews, customers should cancel unwanted future renewals before the next billing event using any controls made available by FRANKHOST or the payment provider. A completed renewal is not automatically refundable, although duplicate, erroneous or legally refundable charges will be reviewed.

6. How to request a refund

Contact FRANKHOST promptly and provide enough information to identify the transaction, such as the purchaser name, email address, product/plan, transaction reference and reason for the request. Do not publish license keys or sensitive payment credentials in public messages.

7. Approved refunds

Where a refund is approved, FRANKHOST will normally return funds through the original payment channel where practical. Processing and settlement times depend on Pesapal, PayPal, Flutterwave, banks, mobile-money networks or other participating financial institutions.

8. Chargebacks and disputes

Customers are encouraged to contact FRANKHOST first when a charge appears incorrect so that the transaction can be investigated. This does not remove any lawful right to raise a dispute with a payment provider or financial institution.

9. License consequences

A license associated with a fully refunded, reversed or successfully charged-back software purchase may be deactivated when the purchaser no longer has a valid paid entitlement, subject to applicable law and any separate agreement.

10. Applicable law

Nothing in this policy limits refund, withdrawal, consumer or payment rights that applicable law makes mandatory. Where this policy conflicts with such a mandatory right, the applicable legal requirement prevails.