Digital products and services are treated differently, because a downloaded file cannot be returned while an unstarted engagement can be stopped. Payment errors — duplicates, wrong amounts, unmatched transfers — are corrected regardless of the product rules below.
1.Scope of this policy
This policy applies to everything bought through the platform: digital products in the store, expert engagements, and custom project work.
Where a specific product page or a signed project scope sets different refund terms, those terms apply to that purchase and this page covers everything else.
Statutory rights that apply to you as a consumer in your country are not affected by anything here.
2.Digital products
Digital products are delivered instantly on payment confirmation and cannot be returned once downloaded. For that reason refunds on digital products are assessed case by case rather than offered automatically.
We will normally refund a digital product where the file was never downloaded, where the product is materially different from its description, or where it is broken in a way we cannot fix in a reasonable time.
2.1Themes
A theme that will not install on a supported platform version, or that does not include what its product page lists, is eligible for a fix or a refund. Refunds are not given for design preference, or for conflicts caused by unsupported third-party apps and heavy custom modification.
2.2Tools
A tool that does not function on the compatibility listed on its product page is eligible for a fix or a refund. Missing prerequisites on your own accounts and platforms are not a defect in the tool.
2.3Templates
Templates are editable starting points. Refunds cover missing or corrupted files, not the effort of adapting a template to your brand.
2.4Resources
Resources such as documents, checklists and reference material are non-returnable once accessed, except where the download is faulty or the content is materially different from its description.
3.Expert services
Where an engagement has not started, a payment is refunded in full.
Where work has started, the refund reflects the work completed and handed over up to the point of cancellation. Any deliverables already produced are provided to you.
Where an expert fails to deliver what was agreed and cannot put it right, we refund the undelivered portion.
4.Custom projects
Custom projects are milestone-based. Each milestone is paid and accepted before the next begins, which keeps the exposure on both sides small.
A completed and accepted milestone is not refundable. An unstarted milestone is refundable in full.
5.Cancelled work
Either side can cancel an engagement in writing. On cancellation we settle the account against the work completed, hand over the current deliverables, and refund the remainder.
Where we cancel because the information, access or approvals needed were not provided after repeated requests, time already spent remains chargeable.
6.Payment mistakes
If you transfer the wrong amount, we either request the difference or return the overpayment. Send us the transfer details and we will match it to your order.
7.Duplicate payments
Duplicate transfers for the same order are refunded in full to the account they came from once the duplicate is confirmed with the bank record. This is not treated as a product refund and no product rules apply to it.
8.Unconfirmed payments
If a payment window expires, or you never complete the transfer, the order simply stays unpaid and nothing is charged. You can restart payment from the order at any time.
If you did transfer but the payment cannot be matched, send us the reference and the bank confirmation and we will trace it.
9.Payment rejection
A payment is rejected when the proof uploaded does not evidence a completed transfer, the amount does not match, or the reference cannot be reconciled. The reason is recorded on your order.
Rejection is not a charge. Where funds did reach us but the order was rejected, the funds are returned to the sending account.
10.How to request a refund
Approved refunds are returned to the bank account the payment came from. Timing depends on the banks involved; we cannot control that leg.
- Contact us with your order reference and the email on the account
- Explain what happened and, for a defect, what you expected and what you got
- Attach the relevant screenshots or bank confirmation where useful
- We acknowledge the request and tell you what happens next in writing
11.Disputes and reversals
Raise a problem with us first. Working from the order record and the platform messages is faster than any external dispute process, and it is the route we can act on directly.
12.Changes to this policy
The refund terms that apply to a purchase are the ones published at the time of that purchase. The dates at the top of this page identify the current version.
13.Contact information
Refund requests and questions go through the Contact page, which carries the current published contact details.
Questions about this document?
Write to us and reference the document title and the section number you are asking about. We answer policy questions in writing so both sides keep a record.