Legal

Refund Policy

Last updated 24 September 2026

This page is a template built from StartMyMarketplace's actual refund handling — digital goods, wallet-credit refunds, and separate rules for custom orders. Have it reviewed against the consumer-protection law of the places you sell into before relying on it — some jurisdictions require refund rights this template does not grant.

Digital goods, so sales are final

Every product sold on StartMyMarketplace is digital and is delivered instantly on purchase — a licence key and a download become available in your dashboard the moment payment succeeds. Because of that instant, irreversible delivery, purchases are final and we do not offer refunds for a change of mind, for buying the wrong item by mistake, or because a product turned out not to suit a use case beyond what its listing described.

When a refund may be considered

On the rare occasion a refund is granted, it is because one of the following applies:

Duplicate charge — you were charged more than once for the same order;
Not delivered — payment succeeded but the licence key or download was never issued, and our support team could not fix the delivery;
Materially not as described — the product does not do what its listing said, and our support team was unable to resolve the issue after a reasonable attempt.

A refund request is reviewed case by case. Opening a support ticket does not guarantee a refund will be granted.

How refunds are issued

A granted refund is credited to your StartMyMarketplace wallet, not reversed back to your original card or payment method, and can be spent toward any future purchase at checkout, including memberships and custom orders. A refund credit does not expire unless we tell you otherwise when it is granted — see our Terms for the wallet credit that does (a membership plan's periodic credit, for example). We may reverse a payment to its original method instead of crediting the wallet where the payment gateway or the law requires it (for example, a chargeback opened directly with your bank).

Memberships & subscription charges

A completed billing period is not refunded once it has renewed — cancel before the renewal date to avoid the next charge. See our Cancellation Policy for how and when cancelling a membership takes effect.

Custom orders

A custom order is bespoke work, quoted and agreed with you before work begins, so it is refunded differently from a catalogue purchase:

Before work has started on an accepted quote, a full refund can be requested.
Once work is underway, a refund (if any) is prorated to the work already completed, at the team's discretion, and agreed with you through the custom order thread.
Once the finished work has been delivered and accepted, the sale is final in the same way a catalogue purchase is.

How to request a refund

Open a support ticket and include your order or transaction reference. Our team will confirm whether the request qualifies under this Policy and, if so, credit your wallet.

Processing time

A granted refund is credited to your wallet as soon as our team approves it, and is available to spend immediately — there is no bank processing delay, because nothing moves back through the original payment method.