From 48e725d4e000f3e08f824404c1191ce9049f76b9 Mon Sep 17 00:00:00 2001 From: Claude Date: Sat, 11 Apr 2026 23:17:21 +0000 Subject: [PATCH] =?UTF-8?q?feat(policy):=20Add=20Cancellation=20&=20Refund?= =?UTF-8?q?=20Policy=20page=20=E2=80=94=20Task=20#126?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Implements the 'We Don't Kick People Out' policy on the website: - New /cancellation-refund page with full policy explanation - Awakened-is-lifetime promise made explicit - Cancellation flow: access until end of billing period, then demote - Payment failure: trust Stripe retry, then demote (no separate grace) - Refund/chargeback = hard ban, always appealable - Trinity Appeal process via support@firefrostgaming.com (Pass 1) * Dedicated form + Trinity Console module planned for Pass 2 Also fixed terms.njk sections 4 & 5 which contradicted new policy (old text mentioned 3-day grace period and 14-day refund window). Footer Legal section updated with new link. Co-authored with Michael (The Wizard) --- _includes/footer.njk | 1 + cancellation-refund.njk | 67 +++++++++++++++++++++++++++++++++++++++++ terms.njk | 4 +-- 3 files changed, 70 insertions(+), 2 deletions(-) create mode 100644 cancellation-refund.njk diff --git a/_includes/footer.njk b/_includes/footer.njk index 856cda7..c8392a3 100644 --- a/_includes/footer.njk +++ b/_includes/footer.njk @@ -22,6 +22,7 @@ diff --git a/cancellation-refund.njk b/cancellation-refund.njk new file mode 100644 index 0000000..1a9ee75 --- /dev/null +++ b/cancellation-refund.njk @@ -0,0 +1,67 @@ +--- +layout: layouts/base.njk +title: Cancellation & Refund Policy +description: Firefrost Gaming Cancellation and Refund Policy — We Don't Kick People Out +--- + + +
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Cancellation & Refund Policy

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Effective April 11, 2026

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We Don't Kick People Out.

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Our Promise: Awakened Is Forever

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At Firefrost Gaming, once you have paid us even a single dollar, you are permanently part of our community. Your Awakened tier status is lifetime. It never expires. It cannot be lost through cancellation, payment failure, or the passage of time.

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This is not a marketing gimmick. This is a core policy encoded directly into our systems. When you subscribe to any tier — Elemental, Knight, Master, Legend, or Sovereign — you automatically receive lifetime Awakened access as a permanent baseline. Even if your paid subscription ends, that baseline remains.

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Canceling Your Subscription

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You may cancel your subscription at any time through your Stripe customer portal or by contacting support@firefrostgaming.com.

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When you cancel:

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  • You keep full access to your paid tier until the end of your current billing period — you get what you paid for.
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  • At the end of that period, your paid tier role is removed and you are automatically demoted to Awakened.
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  • You retain Awakened access permanently, including Discord community membership and server whitelist.
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  • No separate "grace period" is needed — the billing cycle itself is your grace.
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Failed Payments

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If a recurring payment fails, Stripe will automatically retry over approximately two weeks. During retries, your account remains active. If all retries fail, your subscription ends and you are automatically demoted to Awakened — the same as a voluntary cancellation. You are never removed from the community for a failed payment.

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We recommend updating your payment method through your customer portal if you receive a notice of a failed charge.

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Refund Policy

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Because our subscription tiers grant immediate access to ongoing services, all sales are final. We do not offer automatic refunds.

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If you have a legitimate reason to request a refund — an accidental purchase, a billing error, or exceptional circumstances — you may submit an appeal to the Trinity using the form below. We take every appeal seriously and respond personally.

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Important: Initiating a refund or chargeback through Stripe or your bank without first contacting us results in immediate removal of all Firefrost Gaming access, including Awakened. This is the one circumstance under which we will remove a member. You may still appeal this decision through the form below.

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The Trinity Appeal Process

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We believe in second chances. If your access has been removed — whether due to a refund, chargeback, or other action — you have the right to appeal directly to the Trinity (Michael, Meg, and Holly, the co-founders of Firefrost Gaming).

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To submit an appeal, please email support@firefrostgaming.com with the subject line "Trinity Appeal" and include:

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  • Your Discord username
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  • The email address used for your subscription
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  • A brief explanation of the circumstances
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  • What outcome you are requesting
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The Trinity reviews every appeal personally. We will respond within 7 days. Decisions are made with compassion and context — we understand that mistakes happen, billing systems can be confusing, and life is complicated.

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A dedicated appeals submission form with case tracking will be available in a future update. For now, email remains the primary channel.

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Hard Bans

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We only remove all Firefrost Gaming access — including Awakened — in two circumstances:

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  • Refund or chargeback: As described above. Always appealable.
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  • Serious Terms of Service violations: Harassment, cheating, exploitation, or other conduct that harms the community. See our Terms of Service. Appealable at the Trinity's discretion.
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We do not ban people for canceling, for running out of money, for taking a break from the game, or for any reason related to their subscription status.

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Questions?

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If any part of this policy is unclear, or you'd like to discuss your specific situation before making a decision, please reach out to support@firefrostgaming.com. We would rather answer ten questions before a cancellation than lose a member to a misunderstanding.

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Fire + Frost + Foundation = Where Love Builds Legacy 💙🔥❄️

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diff --git a/terms.njk b/terms.njk index 9e2bf64..d3378b6 100644 --- a/terms.njk +++ b/terms.njk @@ -24,10 +24,10 @@ description: Firefrost Gaming Terms of Service and Community Guidelines

You are responsible for maintaining the confidentiality of your account. You agree to accept responsibility for all activities under your account.

4. Subscriptions and Payments

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Subscription fees are billed monthly or as one-time payments. Failed payments result in automatic downgrade to Awakened tier after 3-day grace period. Chargebacks result in immediate permanent ban.

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Subscription fees are billed monthly or as one-time payments. When a subscription ends (by cancellation or after Stripe exhausts payment retries), access to the paid tier continues until the end of the current billing period, after which the account is automatically demoted to the lifetime Awakened tier. Chargebacks result in immediate removal of all access, with a right of appeal. See our Cancellation & Refund Policy for full details.

5. Refund Policy

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Refunds available within 14 days of purchase. Contact support@firefrostgaming.com with proof of purchase.

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All sales are final. Refund requests are reviewed individually by the Trinity. Initiating a refund or chargeback without first contacting us results in immediate removal of all access, subject to the appeal process described in our Cancellation & Refund Policy.

6. Community Guidelines

Be respectful. No harassment, hate speech, or griefing. Violations result in warnings, temporary bans, or permanent removal.