The one-line version: not unlocked and not downloaded → refundable. PDF already generated → not refundable as a digital good, but we will swap it.
By scenario
- Topped up but untouched — if the balance has not been spent on unlocking anything, refund it yourself from Account → Wallet → Request refund. No forms, no waiting.
- Unlocked / PDF already generated — digital goods are delivered once and generally cannot be returned. Where an entry contains a material factual error (a ratio transcribed plainly wrong, chapters missing from what was advertised), write in and choose either a same-value swap or a full refund.
- Double charge or a system glitch — reported within 72 hours and verified, refunded to the origin, no questions asked.
- Mistake on your side — wrong amount or wrong article: cancel yourself before any download. If a PDF is already out, contact us and we clear it inside 48 hours.
- Abuse — bulk registration, shared credentials, scripted scraping: no refund, account banned.
How to ask
Account → Orders → the order in question → Request refund → give the order number and a one-line reason. Decision normally within 3 working days. Refunds travel back the way they came: crypto settles in 1–3 blocks, card refunds land in 5–10 working days.
When we cannot refund
A downloaded PDF with no error on our side. Order records older than 180 days. Balances on accounts flagged for resale or abuse.
Why a generated PDF is treated as final
Unlocking burns credits and spins a signed, watermarked file that can be copied anywhere in seconds. Treating it as returnable would mean every payment funds a permanent free tier for anyone who changes their mind — which is why the swap option exists instead.