1. What this policy covers
This policy explains how Digilaine handles refunds and credits related to (a) your paid subscription to our creator platform and (b) platform fees we retain on successful sales. It does not replace the refund rules you publish to your own customers for your digital products—those are your responsibility and are summarized for buyers in our Customer refund policy.
Summary. We operate on a commercial model suited to instant digital delivery: we do not issue refunds or credits except where required by law, payment-network rules, or where we reasonably determine there was a billing mistake, duplicate charge, or a proven failure of our systems to perform the service you paid us for. "Change of mind," subjective dissatisfaction with a creator's product, or buyer's regret after successful access are not grounds for a refund of Digilaine subscription or platform fees.
2. Creator subscriptions (Digilaine fees)
Subscription fees are generally billed in advance for the billing period you select. When you upgrade, downgrade, or cancel, charges and credits follow the rules shown at checkout and in your billing portal (including proration where Stripe or our billing configuration provides it).
Unless required by law or expressly stated at purchase, subscription fees are non-refundable once the billing period has started, because software access, hosting, and support capacity are consumed continuously. We may make a good-faith exception only for: (i) duplicate charges for the same subscription period; (ii) a documented arithmetic or configuration error on our side; or (iii) a total failure to activate your paid plan after payment that we confirm from system records.
If you believe a subscription charge falls into one of those categories, contact us within fourteen (14) days of the charge with invoice or payment identifiers and a short description. Late requests may be denied where records are no longer reasonably available.
3. Platform fees on customer sales
Platform fees apply only when a customer payment succeeds. Those fees compensate us for payment infrastructure, fraud prevention, delivery tooling, and ongoing operation of the Services. Once a sale is successfully captured, platform fees are generally non-refundable, including if you later voluntarily issue a refund to your customer, if the customer is unhappy for subjective reasons, or if a dispute is resolved in the customer's favor—unless we explicitly agree otherwise in writing, are required by law or payment-network rules, or we determine in good faith that we mis-billed the fee (for example wrong basis points applied due to a configuration error traceable to us).
If a payment is reversed by a chargeback or payment-network decision, we may offset associated losses, fees, and penalties against your account balance or future payouts as permitted by our agreements with payment partners and your creator settings.
4. Refunds between you and your customers
You set (and must clearly disclose) refund, replacement, and support terms for each product. You remain responsible for honoring commitments you make on sales pages and for complying with consumer laws in the markets where you sell—including any mandatory cooling-off or withdrawal rights for digital content where applicable.
Digilaine may facilitate technical steps (such as revoking access links after a refund is recorded) but does not decide individual customer refund disputes between you and your buyers except where we are legally compelled or payment rules require us to intervene.
Commercial risk. If you choose to refund a buyer, that is a commercial decision between you and the buyer. Unless a mandatory rule requires otherwise, you should not expect Digilaine to return the platform fee portion of that sale simply because you issued a refund.
5. Billing errors, unauthorized charges, and mistaken payments
If you suspect an unauthorized charge on the payment method you use with Digilaine, contact your bank or card issuer immediately and notify us at support@us.digilaine.com with relevant transaction IDs. We will work in good faith with you and our payment processors to investigate.
Mistakes only. Where we conclude, based on processor records and our logs, that a charge was duplicated, mis-keyed, or never matched to a valid entitlement, we will correct the ledger (refund or credit) as appropriate. We do not treat buyer disputes about product quality, fitness for purpose, or marketing claims as grounds to refund Digilaine fees—that is between you and the buyer under your policy and applicable law.
6. Mandatory consumer and payment-network rights
Nothing in this policy limits rights that applicable law or card-network rules say cannot be waived. If a tribunal or regulator with jurisdiction determines that a refund is required, we will follow that determination for fees we control.
7. Relationship to the Terms of Service
Disputes about access to the Services or platform fees are also governed by our Terms of Service, including governing law and dispute-resolution provisions that apply where not prohibited by mandatory local law.
8. Changes
We may update this policy from time to time. Material changes will be posted on this page with an updated effective date and, where required, additional notice.
9. Contact
Billing and refund questions: support@us.digilaine.com or Contact.