Refund, Chargeback, and Enforcement Policy
1. Scope This policy applies to all digital items, credits, services, and marketplace products purchased by consumers (B2C) on the platform, where the platform acts as the Merchant of Record.
2. Digital Products All products are digital content or digital services delivered electronically.
3. Right of Withdrawal Consumers may withdraw from a purchase within 14 days of the transaction unless delivery of digital content has begun with the consumer’s explicit consent and acknowledgment of the loss of the right of withdrawal.
4. Unclaimed Items Digital items that have not been claimed, accessed, downloaded, activated, or otherwise delivered are eligible for a full refund if requested within 14 days of purchase.
5. Claimed or Used Items Once delivery has begun, a digital item is considered claimed. Claimed or used items, including spent credits, are non-refundable.
6. Partial Use If a purchase is partially used or claimed, refunds apply only to the unused or unclaimed portion. The used portion is non-refundable.
7. Defective or Non-Conforming Content If digital content or services are defective, unavailable, incorrectly delivered, or not as described, the platform may provide a repair, replacement, re-credit, partial refund, or full refund in accordance with applicable law.
8. Marketplace Products Refund eligibility for marketplace products is governed exclusively by this policy, regardless of individual merchant terms or preferences.
9. Refund Processing Approved refunds are issued using the original payment method and processed within 14 days of confirmation.
Chargebacks and Payment Disputes
10. Chargebacks Initiating a chargeback or payment dispute does not replace or override the platform’s refund process.
11. Investigation Rights The platform reserves the right to investigate chargebacks, including reviewing usage logs, delivery records, and account activity.
12. Consequences of Chargebacks If a chargeback is initiated for a claimed or used digital item, the platform may, at its sole discretion:
- revoke access to the related product or service
- remove associated digital items or credits from the account
- suspend withdrawals, payouts, or account balances
- temporarily or permanently suspend the user account
13. Fraudulent or Abusive Disputes Chargebacks deemed abusive, fraudulent, or inconsistent with platform records may result in immediate account suspension or termination.
Enforcement and Account Actions
14. Content Revocation The platform may revoke, disable, or remove any digital product, credit, or service from a user’s account in connection with a refund, chargeback, fraud investigation, or policy violation.
15. Account Suspension The platform reserves the right to suspend or terminate accounts for:
- abuse of refund rights
- excessive chargebacks
- suspected fraud
- violation of platform policies
16. Payment Restrictions The platform may suspend or restrict payments, payouts, credits, or balances during investigations or enforcement actions.
17. Final Authority All determinations regarding refunds, chargebacks, enforcement actions, and account status are made at the platform’s sole discretion, subject to applicable law.