This policy is part of the terms of service and applies to purchases on Edgemoss: export packs bought on the market, and creation credit packs once creation charging is on (clause 08). Questions: hello@edgemoss.com.
14 days, no questions asked. If you bought an export pack and you are not happy with it, email us within 14 days and we will get it refunded in full. You do not have to explain why, and downloading the files does not cost you the right to a refund. Scenes on the market are sold by the person who made them, so the refund comes from their Stripe account rather than ours, and we hold them to this policy as a condition of selling here.
Email hello@edgemoss.com from the address on your account, and tell us which scene. There is no self-serve refund button yet, so email is the way, and a person reads it. One address for everything: you do not have to work out whether a purchase was ours or a seller's, and you should not have to chase a seller yourself.
We aim to process refunds within two business days. On a scene bought from a seller that means we take it up with them, which can add a day. Your bank or card issuer then decides how quickly the money reappears, which is usually a few days and occasionally longer.
If we refund only part of a purchase, your access stays. Only a full refund ends it.
The no-questions window closes, but we are not finished. Email us anyway if:
We will refund those whenever we find out, without a deadline. Consumer law in many places gives you a right to goods and services that match how they were described, and no policy of ours takes that away.
These are about bad faith, not about you disliking a purchase. If you are unsure which side of the line you are on, just ask.
If you dispute a charge with your card issuer instead of emailing us, three things happen that are worse for everyone: it takes weeks rather than days, a fixed dispute fee is charged on top of the amount, and the seller loses the money either way.
A refund costs you nothing and is faster. We would genuinely rather just refund you, which is why this policy is as open as it is. If a dispute is decided against a sale, access to that export pack ends at that point, not before.
Consumers buying digital content online normally have a 14-day right to withdraw. Because our policy already gives you 14 days with no reason required, you get at least that either way, and you do not lose it by downloading the files.
Your statutory rights to content that is as described and of satisfactory quality apply regardless of anything on this page, and they are not limited to 14 days.
Buyers pay your Stripe account directly, so you are the merchant on your own sales and the refunds above are yours to issue. Honouring this policy is a condition of selling here, and you agreed to it in section 13 of the terms. A dispute decided against a sale takes the amount and a dispute fee out of your Stripe balance.
An accurate title, an honest description, and a preview that matches what a buyer actually gets are the best protection against refunds. Most refund requests are really description problems.
Creating your own scenes runs on creation credits once creation charging is switched on. Until then creating scenes is free. A scene costs one credit at the standard training budget and more when it asks for more training than that, which includes re-runs that train longer than the scene they came from. The first mesh, flythrough and refine of a scene are free, on your own scenes; rendering another one of the same kind for the same scene costs credits. A render that fails leaves your free one where it was, and cancelling one part way through uses it up. Your balance appears in the product before anything can charge you, and every charge is itemised under Your scenes.
A scene that fails to build hands its credits back on its own, in full and at whatever it was charged, and so does a paid render that fails. Retrying a failed scene spends those returned credits on the retry; if the retry fails too, email us and we will put your balance right. Credits do not expire. Credit packs follow the same 14 day email route as clause 01 and are refunded as whole packs: when a pack is refunded, its credits come back to us, and any of them you already spent are deducted from your balance, which can go negative until new credits cover it.
If you want your account removed, ask for any refund you are owed first. Deleting an account removes its credit balance with it.