Refund Policy
Digital work cannot be returned like a physical item, so refunds are handled by delivery status, access problems, scope, and whether production has started.
Digital products are different
Digital files, previews, downloads, custom assets, and implementation notes cannot be returned in the same way as physical goods. This policy explains how refund requests are handled for the site, custom work, and marketplace-linked products.
Marketplace purchases
If a ready-made product is bought through a third-party marketplace, that marketplace's refund process applies first. The marketplace controls payment capture, receipts, taxes, refund tools, dispute flow, and account delivery.
Custom work by stage
Before production starts, a refund may be possible if no work has begun and no reserved cost applies. During production, refunds are not automatic because research, design, previews, exports, and revisions may already be used.
After delivery
Refunds are generally not available for correctly delivered digital files, especially after publication, implementation, continued use, or redistribution. In-scope issues can usually be corrected through revision or support.
When refunds may be considered
Refunds may be considered for duplicate payment, unresolved product access failure, inability to start before production, or a delivered result that materially fails the agreed scope and cannot reasonably be corrected.
Non-refundable cases
Change of mind, changed brief, inaccurate references, undisclosed implementation constraints, third-party platform issues, lost files after delivery, or requests beyond agreed scope are generally not refundable.
Revision first
For custom work, Ginko will usually try to fix in-scope issues before considering a refund. Clear screenshots, expected behavior, plugin/version context, file names, and issue descriptions help resolve problems faster.
Chargebacks and disputes
For marketplace purchases, follow the marketplace dispute process. For custom work, contact Ginko first with project name, delivery context, and the specific problem so the issue can be reviewed.
Refund method and timing
Approved direct refunds normally return through the original payment path where possible. Marketplace refund method and timing are controlled by the marketplace.