Refund Policy
How refund requests are reviewed, including wallet refund requests, the rule that successful runs are final, and effects on access and creator earnings.
Overview#
Edgaze provides hosted digital product experiences funded by wallet top-ups, locked bundles, legacy unlock checkout, and per-run charges. Refund rules differ by purchase type. Successful per-run charges are generally final. Wallet top-up refunds may be requested through the support API path.
Read Refunds in the Billing guides for the operational refund paths.
General Rule#
Because digital access and run execution may be delivered immediately, purchases and per-run charges are generally non-refundable unless Edgaze determines that a refund is appropriate under this policy or applicable law.
All refund requests are reviewed based on the product, listing, payment record, run behavior, wallet history, customer evidence, creator claims, and platform records.
Wallet Refund Requests#
Request path#
Wallet top-up refund requests may be submitted through the support API at `/api/billing/wallet/refund-request`. Submission returns an acknowledgment; approval is manual and is not an instant refund.
Wallet refund terms#
Approved wallet refunds may be issued minus Stripe processing fees. Partially used wallet balances are evaluated at support discretion net of consumed runs and fees.
Contact `[email protected]` if you need help with a wallet refund request.
Per-Run and Bundle Refunds#
Successful runs are final#
Per-run workflow charges after a successful run completion are not self-serve refundable. This includes wallet-debited runs and bundle runs that were consumed on success.
Failed runs#
Failed runs do not charge margin and do not consume bundle runs. No refund is needed for margin on failure. Read When Runs Fail.
Unused bundle runs#
Locked bundles expire after two years. Unused bundle runs are not automatically refundable; expiry breakage is booked per bundle policy. 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#
Legacy Stripe unlock purchases and other Stripe checkout purchases may be refunded through support review. An approved refund marks the purchase as refunded and revokes product access.
Effect of Refunds#
If a refund is approved, Edgaze may refund through Stripe or adjust your account records, revoke or adjust product access, mark the purchase refunded, and reverse or reduce related creator earnings from still-pending balances only.
Partial refunds may proportionally reduce purchase amount, platform fee amount, and creator net amount where applicable.
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#
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.