1. Scope and Audience

1.1. This Payment & Refund Policy applies to purchases of digital content and Credits/Tokens made via visual-foundry.com (the “Site”). It covers Consumers and Business Users.

1.2. We offer Pay‑In purchases only. There are no subscriptions or recurring charges.

2. Pricing, Currency, and Taxes

2.1. Prices are displayed at checkout. We support settlement in USD, EUR, AUD, and CAD.

2.2. Taxes (including VAT where applicable) are calculated based on your billing country.

2.3. Exchange rates and bank or card issuer fees are outside our control and are not refundable.

3. Distance Selling and Cooling‑Off (Digital Content)

3.1. UK Consumers generally enjoy a 14‑day right to cancel distance contracts. For digital content not supplied on a tangible medium, you will lose this right once digital supply begins after you give your express consent and acknowledgement.

3.2. We obtain express consent at checkout prior to enabling download/streaming (see Annex A). If you do not provide consent, access to digital content will be delayed until the 14‑day period ends or until you provide consent.

4. Faulty Digital Content — Your Statutory Remedies

4.1. If the Digital Content is faulty, you are entitled to a repair or replacement. If repair or replacement is impossible or fails, you may be entitled to a price reduction or refund.

4.2. To help us diagnose issues promptly, include: order number, asset ID(s) or filenames, screenshots or error messages, device/OS/browser details, and a brief description of the defect.

5. Credits/Tokens (Closed‑Loop Units)

5.1. Credits/Tokens can be redeemed for eligible actions on the Site (e.g., generating images). They are not legal tender, not e‑money, not gift cards, not securities, and bear no interest.

5.2. Credits/Tokens are non‑transferable and cannot be withdrawn or exchanged for cash.

5.3. Unused Credits/Tokens are refundable only within the statutory cooling‑off period and only if entirely unused. Credits/Tokens that have been used (even in part) are non‑refundable.

5.4. Where disclosed at purchase, Credits/Tokens may carry an expiry. Expired Credits/Tokens are not refundable.

5.5. If a redemption fails due to a technical error on our side and you receive no output, we will reinstate the affected Credits/Tokens or provide an equivalent remedy.

6. Duplicate or Accidental Purchases

6.1. If you accidentally purchase the same item more than once without downloading or using it, contact us promptly. Where we can confirm no access was provided and no Credits/Tokens were redeemed, we will refund the duplicate charge.

7. Unauthorised Payments and Chargebacks

7.1. If you suspect an unauthorised transaction, contact your payment provider immediately and notify us at info@visual-foundry.com. We will cooperate with your provider’s investigation.

7.2. Filing a chargeback while a refund case is ongoing may delay resolution. Repeated or abusive chargebacks may result in account suspension.

8. How to Request a Refund

8.1. Email: info@visual-foundry.com with subject line “Refund Request — Order #[number]”. Include:

• Full name and account email;
• Order number and purchase date;
• Detailed reason (faulty file, duplicate purchase, unused tokens within 14 days, etc.);
• Evidence as applicable (asset IDs, screenshots, error messages, device/OS/browser);
• Confirmation whether any downloads/streams began (Y/N).

9. Refund Method and Timing

9.1. Approved refunds are issued to the original payment method. We initiate refunds promptly; your bank or card issuer may take 3–10 business days to post funds.

9.2. We refund the purchase price you paid (including VAT, where applicable). We do not refund fees charged by your bank or card issuer that are outside our control.

9.3. For multi‑currency purchases, exchange rate fluctuations may result in minor differences between the original amount and the refund you receive from your bank.

10. Abuse Prevention and Fair Use

10.1. We may limit or decline refunds where we detect abuse (e.g., repeated consumption followed by refund requests).

10.2. Accounts engaged in fraud or policy abuse may be suspended or terminated.

11. Governing Law and Policy Precedence

11.1. This Policy is governed by the laws of England and Wales. In case of conflict, the Terms & Conditions prevail.

11.2. Nothing in this Policy affects your statutory rights.

Annex A — Express Consent to Immediate Digital Supply

At checkout we ask you to actively select the following before access to digital content is enabled:

“I request immediate access to the digital content and acknowledge that once the download/streaming starts I lose my 14‑day right to cancel under the Consumer Contracts Regulations.”

Annex B — Refund Eligibility Matrix