Refund Policy

1. Overview

Zerkuri is a marketplace through which creators can sell digital files. Because digital products can generally be accessed or downloaded immediately after payment, refunds are handled differently from ordinary returns of physical products.

A refund is not automatically available merely because a buyer changes their mind after receiving access to a digital product. Refund eligibility depends on the circumstances, the seller's legal status, applicable law and whether the digital content was supplied correctly.

2. Digital products and withdrawal

Consumers in the European Union generally have a withdrawal period for many distance contracts. Different rules can apply to digital content that is not supplied on a tangible medium.

Where required by applicable law, before immediate supply of a digital product begins, Zerkuri will obtain the consumer's prior express consent to begin performance and acknowledgement that beginning the supply may result in loss of the statutory right of withdrawal.

Zerkuri will not treat this policy as overriding a withdrawal right where the legal requirements for losing that right have not been satisfied.

3. When a refund may be available

Depending on the circumstances and applicable law, a refund, price reduction, replacement file or other remedy may be appropriate where, for example:

• the buyer was charged but did not receive the purchased digital product;
• the supplied file is corrupted, inaccessible or cannot be downloaded because of a problem attributable to the product or marketplace;
• the digital product is materially different from the listing description;
• important files advertised as included in the listing are missing;
• the same purchase was charged more than once by mistake;
• the transaction was unauthorised and the claim is supported by the available payment and account information;
• the digital content does not conform to the contract and a refund, price reduction or other remedy is required by applicable consumer law; or
• another mandatory legal right requires a refund.

Where a problem can reasonably be corrected, an appropriate remedy may first involve restoring access, supplying the correct file or otherwise bringing the digital content into conformity, where permitted by applicable law.

4. When a refund is normally not available

Subject always to mandatory consumer rights, a refund will normally not be granted solely because:

• the buyer changed their mind after valid immediate digital supply began;
• the buyer no longer needs or wants the product;
• the buyer did not read clearly disclosed file-format, compatibility, licence or product information before purchase;
• the buyer lacks the software, machine, equipment, skills or third-party application required to use a product where those requirements were accurately disclosed;
• the buyer expected a feature or file that was not promised in the listing; or
• the buyer has already used, copied, redistributed or otherwise exploited the digital content and there is no independent legal basis for a refund.

5. How to request help or a refund

If there is a problem with a purchase, contact Zerkuri support and provide enough information for the transaction and issue to be identified. This may include the product name, purchase date, account email and a clear description of the problem.

Screenshots, error messages or other relevant evidence may be requested where reasonably necessary to investigate a technical or product issue.

6. How requests are reviewed

Zerkuri may review the purchase record, payment status, product listing, supplied files, seller information, download or access information, communications and other relevant evidence when assessing a refund request.

The seller may be contacted where their input is reasonably necessary to understand or resolve the issue. Zerkuri may also take action independently where required by law, payment rules, fraud prevention or marketplace safety.

7. Refund processing

Approved refunds are normally returned through the payment infrastructure used for the original transaction. Zerkuri currently uses Stripe for marketplace payment processing.

After Zerkuri initiates a refund, the time required for the funds to appear depends on the payment method, card issuer, bank, payment provider and other financial infrastructure. Zerkuri cannot guarantee the exact date on which a refunded amount will become visible in the buyer's account.

8. Seller impact

When a sale is refunded, the seller's earnings attributable to that transaction may be reversed, deducted or otherwise adjusted through the marketplace payment system.

Zerkuri may also reverse or adjust its platform fee where appropriate for the refunded transaction. Detailed seller responsibilities are described in the Seller Terms.

9. Refund abuse

Fraudulent refund requests, false claims, payment abuse, attempts to obtain digital products without payment or repeated misuse of the refund process may result in investigation, restriction or suspension of an account.

This provision does not prevent a user from exercising a genuine legal right, raising a legitimate complaint or using a lawful payment dispute procedure.

10. Mandatory consumer rights

Nothing in this Refund Policy excludes, restricts or replaces consumer rights that cannot legally be excluded. In particular, consumers may have statutory remedies where digital content is not supplied, is defective or does not conform to the contract.

The rights applicable to a particular purchase may also depend on whether the seller is acting as a trader or as a private seller and on the law applicable to the transaction.

11. Contact

Questions about a purchase or this Refund Policy can be sent to: