While we respect each creator's ability to set their own refund policy, we must adhere to certain responsibilities imposed on us by our payment processors.
As long as a refund policy is clearly communicated to buyers before their purchase, a creator has the flexibility to implement their own rules. However, we enforce the following guidelines to protect our creators' payment processing accounts and our customers:
Access-Based Refunds: Buyers are entitled to a refund as long as they have not accessed the product. As a seller, you can verify whether a user has downloaded the product for a specific order by following the steps outlined in this article.
Technical Issues: If a buyer encounters a technical issue that prevents them from accessing the product (e.g., duplicate orders, issues with emails, etc.), they are entitled to a refund.
Unresponsive Creator: If a buyer has an issue with a product and the creator does not respond within a week, the buyer is eligible for a refund within the first 90 days of purchase. Please note that this does not mean you are obligated to provide ongoing support during these 90 days.
In addition to these guidelines, we've implemented tools to protect our creators from "friendly fraud" and other issues that plague virtual content creators. These tools include access and download logs, fraud monitoring, and chargeback protection measures. Importantly, we do not allow individuals who have initiated a chargeback to use our platform again.
Please ensure your refund policy is transparent and fair, adhering to these guidelines. By doing so, we can maintain a fair marketplace and protect everyone involved in the order.