Refunds Policy

Last updated: 2026-01-09

This Refunds Policy explains how refunds are handled for purchases made through our platform using Paddle.com as our Merchant of Record.

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1. Merchant of Record

All payments for credits are processed by Paddle.com, which acts as the Merchant of Record. This means Paddle handles payment processing, tax collection (including VAT where applicable), invoicing, and refunds in accordance with their policies and applicable consumer laws.

Refund requests are assessed by us but are issued by Paddle where approved.

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2. Credit Purchases

Our platform operates on a prepaid credit system:

  • Credits are purchased in bundles
  • Credits can be redeemed for platform features (e.g. vendors, stages, days, or services)
  • Credits have no cash value and cannot be exchanged or resold

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3. Refund Eligibility

3.1 Unused Credits

You may request a refund for unused credits if all of the following apply:

  • The request is made within 14 days of purchase
  • No credits from the bundle have been used
  • The purchase was made directly via Paddle (not via a third party)

If approved, the refund will be issued to the original payment method by Paddle.

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3.2 Partially Used Credits

Once any credit from a bundle has been used, the purchase is considered partially consumed and no refund will be issued, including for unused credits remaining in that bundle.

This is because credits are considered digital content consumed on purchase once usage begins.

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3.3 Fully Used Credits

Credits that have been fully redeemed are non-refundable.

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4. Statutory Right of Withdrawal (EU / UK)

Under the Consumer Contracts Regulations, you normally have a 14-day right to withdraw from a digital purchase.

However, by purchasing credits and using them, you acknowledge and agree that:

  • Credits are digital content
  • Once credit usage begins, you lose your right to withdraw
  • This consent is captured at checkout

This is standard practice for digital credit-based services.

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5. Exceptional Circumstances

We may consider refunds in exceptional cases, such as:

  • Duplicate purchases made in error
  • Platform faults that prevent credit usage
  • Billing errors confirmed by Paddle

Approval of refunds in these cases is at our sole discretion and subject to Paddle's refund rules.

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6. How to Request a Refund

To request a refund, please contact us with:

  • Your Paddle order ID
  • The email address used at checkout
  • Reason for the refund request

📧 Email: [email protected]

If approved, Paddle will process the refund. Refunds typically appear within 5–10 working days, depending on your payment provider.

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7. Chargebacks & Disputes

We encourage customers to contact us before raising a chargeback. Unresolved chargebacks may result in account suspension or termination.

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8. Policy Updates

We may update this Refunds Policy from time to time. The version in force at the time of purchase will apply.