Refunds Policy

1. Digital Content and Right of Withdrawal

Purchases on PayUnlock are for digital content with immediate access. Under EU consumer rules (e.g., Directive 2011/83/EU and Spanish RDL 1/2007 art. 103), the right of withdrawal does not apply once access to the content begins.

2. Eligible Refund Cases

Refunds may be considered only in the following cases:

• Technical issues attributable to PayUnlock: inability to access the purchased file due to a system failure
• Duplicate charges: repeated charges for the same order
• Corrupted file: the downloaded file is damaged and cannot be opened
• Proven fraud: unauthorized payment method use (police report required)

No refunds for personal preference, subjective dissatisfaction, or misunderstandings where the content matches its description.

3. How to Request a Refund

To request a refund:

1. Contact us within 48 hours of purchase via the contact page
2. Provide order ID, email, and purchase date
3. Describe the issue and include screenshots/evidence
4. For fraud, attach a police report

4. Review and Payout Timelines

We’ll review your request within 3–5 business days and notify you by email. If approved, refunds are issued to the original payment method within 5–10 business days (issuer timelines may vary).

5. Non-Refundable Situations

Refunds will not be granted when:

• You have already accessed/downloaded the content
• The content matches its description but doesn’t meet expectations
• The purchase was user error
• The request is late (after 48 hours)
• Policy abuse or misuse is detected

6. Chargebacks

Before opening a chargeback, contact us to resolve the issue. Unfounded chargebacks may result in account blocks, withholding/forfeiture of funds, and reports to the payment processor.

7. Partial Refunds

In exceptional cases, we may offer a partial refund or account credit as a goodwill gesture, at our sole discretion.

8. Creator Responsibilities

Creators are responsible for matching content to its description. Recurrent issues linked to a creator may result in suspension and withholding of payouts during investigation.

Identity Verification (KYC)

Identity verification is mandatory for all creators before content upload. This process:

• Is provided at no cost to the creator
• Cannot be refunded as it is not a paid service
• Is required for platform safety and legal compliance
• Must be completed to access creator features

Account termination due to verification failure, fraudulent documents, or policy violations does not entitle you to any compensation. Pending payouts may be forfeited if termination is due to fraud or serious violations.

9. Fees

Processing fees (Stripe) are non-refundable even if a refund is approved, as they are retained by the processor.

10. Contact