Cancellations & Refunds

Last updated 8 September 2026.

1. What we sell

FrameMyRoots currently sells one thing: a print-ready PDF of your family tree. It is a digital product. There is nothing to ship and nothing to return, so this policy is about refunds rather than returns.

Building a tree is free. You only pay when you download a print-ready file, and you can look at a watermarked preview before you do.

2. Cancelling an order

You can abandon a checkout at any point before payment and nothing is charged. Closing the payment window does not create an order.

Once payment succeeds, the file is available immediately, so there is no period during which an order is pending and can be cancelled. If you no longer want it, that is a refund request rather than a cancellation.

3. When we will refund you in full

We refund without argument in these cases:

• You were charged and never received access to the file — for example a payment went through but the download stayed locked, and we cannot put it right.
• You were charged more than once for the same order. We refund the duplicate.
• The file we produced is faulty in a way that is our fault — corrupted, unopenable, or materially different from the preview you approved — and we cannot fix it.
• You were charged for a tree you do not have access to.

In every one of these we would rather fix the problem than refund it, and we will usually offer that first. If the fix does not work, you get your money back.

4. When we generally cannot refund

Because the file is delivered instantly and cannot be un-delivered, we generally cannot refund once you have downloaded it, in these cases:

• Mistakes in the information you entered. A misspelled name or a wrong date is not a fault in the product. You do not need a refund for this: correct your tree and download a fresh file, free, for twelve months after your purchase. That window is shown on your tree and on your order.
• Changing your mind after downloading, or deciding you no longer want to print it.
• Problems at your printer. We supply a print-ready vector file at the paper size you chose. How a particular print shop handles paper, colour or trimming is outside our control — though tell us anyway, because if the file is genuinely wrong we want to know.
• Dissatisfaction with a design you previewed. The watermarked preview shows exactly what the paid file contains, minus the watermark.

None of this limits rights you have under Indian consumer law. If you think something has gone genuinely wrong, write to us and say so — we would rather hear it than have you dispute the charge with your bank.

5. How to ask for a refund

Email us within 7 days of the purchase, from the address you bought with, and include your order number (it starts with FMR and appears on your receipt and in your order history). Tell us briefly what went wrong.

We will reply within 3 working days with a decision or a question. No ticket-number maze here. You’ll hear back from a real person who’s actually listening.

6. How refunds are paid

Approved refunds go back to the original payment method through Razorpay, our payment processor. We cannot send a refund to a different card, account or UPI ID.

Once we approve it, we start the refund the same working day. It then typically reaches you in 5 to 7 working days, depending on your bank — that last stretch is out of our hands, and banks are slower than either of us would like. We will give you the refund reference so you can chase it if it stalls.

Partial refunds are possible where only part of an order is affected.

7. What happens to your file and your tree

If we refund a purchase, the free re-download period for that purchase ends. Your family tree is not touched. The data you entered remains yours and stays in your account, and you can buy a download again later if you want one.

8. Printed and physical products

We do not currently sell printed, framed or bound products. When we do, this policy will be updated with the terms that apply to them, which will necessarily be different — a printed item can be damaged in transit, and a digital file cannot.

9. Contact

Paraspect Solutions (OPC) Private Limited, trading as FrameMyRoots.
FT NO. B-3/1104, ALDEA ESPANOLA SR NO 12, HAVELI, BANER GAON, PUNE 411045, MAHARASHTRA, INDIA.
Email: hello@framemyroots.com
Phone: [support phone — see note below]