1. What you purchase
A purchase adds the number of EaselZip credits shown at checkout to your account. One credit can be used to process one artwork. Credits are digital access units and are not downloadable files by themselves.
2. When a refund may be available
You may request a refund within 7 calendar days of purchase when the paid credits remain unused. We will also investigate requests involving a duplicate charge, an unauthorized charge, an incorrect amount, a checkout error, or a verified technical defect that prevents EaselZip from performing its core print-pack function.
We may request reasonable information such as the account email, Stripe receipt or transaction reference, the affected pack, screenshots, and a description of the problem. Never send a complete card number, password, or one-time verification code.
3. Used credits and delivered digital output
Except where mandatory law says otherwise, a change-of-mind refund is generally unavailable after the relevant credits have been used and the generated output has been made available. This helps prevent a user from receiving and retaining a digital deliverable while reversing its purchase.
If only part of a paid credit pack was used, we may offer a proportional refund for eligible unused paid credits, restore credits, or provide another fair remedy depending on the facts and the payment provider's capabilities.
4. Processing failures and defects
If pack processing fails before completion, EaselZip is designed to restore the used credit automatically. If it does not, contact us so we can investigate and restore the credit or provide an appropriate refund.
If a confirmed EaselZip defect makes the core generated output unusable and we cannot provide a reasonable fix, reprocessing, or replacement, we may refund the affected purchase or affected unused value. Quality differences caused by a low-resolution original, user-selected crop, printer, paper, ink, color profile, marketplace rule, or third-party software are not normally EaselZip defects.
5. Mandatory consumer rights
This policy does not remove rights that cannot legally be waived. Depending on where you live, consumer law may provide a cooling-off period, right of withdrawal, conformity guarantee, or other remedy for digital services or content.
For example, Brazilian law may provide a 7-day withdrawal right for qualifying remote purchases. European withdrawal rules for digital content can depend on specific prior consent and acknowledgment. EaselZip will apply mandatory law to an eligible request even when it provides more protection than the general rules above.
6. How to request a refund
Email support@easelzip.com from the address associated with your EaselZip account. Include the Stripe receipt or transaction reference, purchase date, reason for the request, whether any credits were used, and supporting details.
7. Review and payment timing
We aim to review a complete request within 5 business days. If approved, the refund is sent to the original payment method. Stripe and your bank control when the credit appears on your statement, so arrival may take additional time.
Refunded credits will be removed from the account. If those credits were already used or the balance is insufficient, the account may show a temporary balance hold while the matter is resolved.
8. Abuse, fraud, and chargebacks
We may deny a discretionary refund when there is evidence of fraud, repeated abusive requests, deliberate misuse, false information, or an attempt to retain generated output without payment. Mandatory rights still apply.
Please contact us before opening a bank or card dispute so we can investigate. A chargeback may place related credits on hold while Stripe and the issuing bank review the case. We will submit accurate records and comply with the final outcome.