Refund Policy
How Edgaze reviews refund requests case by case and how to contact support.
Overview#
Edgaze provides hosted digital product experiences funded by wallet top-ups, bundles, marketplace purchases, and per-run charges. All refund requests are reviewed case by case. No purchase type is automatically eligible for a refund.
To request a review, email support@edgaze.ai from the email address associated with your Edgaze account. Include the relevant transaction or run details and a brief explanation of the issue.
General Rule#
Because digital access and run execution may be delivered immediately, submitting a request does not guarantee a refund. Edgaze determines eligibility and the refund amount after reviewing the individual circumstances and applicable law.
Reviews may consider the product listing, payment and account history, whether access or execution was delivered, information supplied by the customer or creator, and Edgaze's records.
Wallet Refund Requests#
How to request a review#
Email support@edgaze.ai from the email address associated with your account. Include the top-up date, amount, and reason for the request. There is no customer refund API or automatic approval process.
Wallet refund terms#
Support reviews wallet usage and the original payment before deciding whether a refund is appropriate. If a refund is approved, support will confirm the amount and method.
Per-Run and Bundle Refunds#
Completed runs#
There is no self-service refund for a completed run. Requests involving completed runs are reviewed case by case through support. Run refunds are issued by Edgaze support, not automatically. When support refunds a run, the creator's earnings from that sale are reversed if they are still pending.
Failed runs#
Ordinary failed runs are not charged and do not consume bundle runs, so a refund request is normally unnecessary. Read When Runs Fail.
Unused bundle runs#
Locked bundles expire after 2 years. Unused bundle runs are not automatically refunded, but you may ask support to review your circumstances. Read Bundles Expiry and Refunds.
When Refunds May Be Considered#
Edgaze may consider refunds when:
- The product materially does not match the listing.
- Access was not delivered after successful payment.
- A hosted workflow cannot execute because of a platform or product defect.
- Duplicate payment or platform error occurred.
- A refund is required by law, processor rules, or Edgaze policy.
Customer dissatisfaction alone does not guarantee a refund if the product was accurately described and access or the run was delivered as described.
Marketplace Unlock Refunds#
Marketplace purchases are reviewed through the same support process. If a refund is approved, access associated with the purchase may be revoked. For legacy unlock purchases, a full refund marks the purchase refunded and reverses the creator's earnings from that sale; if the creator's net amount had already been added to their available balance, it is deducted.
Effect of Refunds#
If a refund is approved, Edgaze may return funds through the original payment method, adjust account balances, revoke or change product access, and adjust related creator earnings as permitted by the applicable terms.
Refunded top-ups and bundles#
When a wallet top-up is refunded, the refunded amount is removed from your wallet. If you already spent that credit, your wallet balance can go negative, and new runs are blocked until a later top-up covers the difference. When a bundle is refunded, its unused runs are revoked (for a partial refund, a matching number of unused runs). Runs you already used, and runs in progress, are not affected.
Creator Responsibilities#
Creators must describe products accurately, avoid misleading claims, and maintain reasonable quality. Excessive refunds may trigger product review, payout holds, visibility restrictions, or account enforcement.
Chargebacks#
Customers should contact Edgaze before filing a chargeback. Chargebacks are handled under the Chargeback Policy and may result in account review.
Related Policies#
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Also in the docs
Related policies
Back to Legal & Trust CenterHow customers fund runs via wallet and bundles, how Stripe and Stripe Connect support checkout and creator payouts, and how legacy unlock purchases coexist with per-run billing.
How creator earnings accrue per successful run at 80% of margin, clear from pending to available over 7 days, pay out weekly above $25, and are clawed back from pending on refund.
How Edgaze handles card disputes, Stripe dispute records, purchase status changes, and creator earning reversals.