Help first, refund when it's fair
Refund Policy
How refunds work for our templates, packs and custom services.
The short version
- If a template doesn't work as described, email us within 14 days. We fix it within 7 days, or you get a full refund.
- Don't want to wait for a fix? You can take a 50% refund instead.
- Wrong version? We'll switch it within 14 days.
- Because files are digital, we don't refund a change of mind after delivery.
- Custom work: full refund of the down payment if you cancel before we start.
Our 14-day help-or-refund promise
If a template doesn't work as described, email us within 14 days of buying it. We'll fix it first, within 7 days of your email. If we can't, you get a full refund.
Nothing in this policy limits your rights under the Consumer Act of the Philippines (Republic Act No. 7394) or other consumer laws.
When you get a refund
| What happened | What we do |
|---|---|
| The template has an error or doesn't work as described | We fix it within 7 days of your email. If it's fixed, no refund is due |
| You let us fix it, but we can't within 7 days | Full refund |
| You'd rather not wait for a fix and want your money back right away | 50% refund |
| What you received is not what the product page described: a different product, or it can't do the main thing the page promised | Full refund, no fix needed |
| Your files never arrived and we can't get them to you | Full refund |
| You were charged twice or the wrong amount | Refund of the extra amount |
| You bought the wrong version (for example Plus instead of Basic) | We switch you to the right one within 14 days and refund the difference, or charge the difference if it costs more |
| A template in a pack has a problem | The same rules apply, based on the full pack price |
Already downloaded or copied the files? That doesn't take away your right to a fix or refund for a real problem. It does mean we can't take the files back, which is why change-of-mind refunds aren't offered.
When we don't give a refund
Templates are digital files. Once they're delivered, they can't be returned, so we don't refund:
- A change of mind after the files have been delivered.
- Requests made more than 14 days after purchase, unless the law gives you a longer right.
- Problems caused by changes you made to formulas or protected cells. We'll still help you get it working again.
- Not having the required software or account listed on the product page (Google account, Excel version or Power BI Desktop).
If you're not sure a template is right for you, look at the sample screenshots and product description, or email us before you buy.
How to ask for help or a refund
- Email hello@clearframeanalytics.com within 14 days of buying.
- Include the email you used at checkout, the order or payment reference, the template and version, and what's wrong.
- A screenshot of the problem helps us fix it faster, but it isn't required.
We reply within 2 business days and start on the fix. If a refund is due, we send it to the same payment method you used within 7 business days. Your bank, card issuer or e-wallet may take a few more days to show it.
After a refund, your licence to the template ends, so please delete the files and copies.
Custom reports and services
- Before work starts: if you cancel after approving a quote but before we start, we refund any down payment in full.
- After work starts: if you cancel, we refund what you paid for work we haven't done yet, based on the stages in your quote.
- If the delivered work doesn't match the written scope: we fix it at no extra cost. If we can't, we refund the part that doesn't match.
- Monthly services: cancel any time by email at least 7 days before the next billing date and you won't be charged again. The current month isn't refunded once its work has started.
Before you dispute a payment
Please email us first. We can usually sort things out faster than a bank or e-wallet dispute, and disputes can freeze the refund we'd otherwise send you straight away.
If you're still not happy
Email hello@clearframeanalytics.com. If we can't resolve it together, you can contact the Department of Trade and Industry's Consumer Protection Group (hotline 1384, consumercare@dti.gov.ph).