Effective date: [31-01-2026]
This Refund Policy explains when refunds may be granted for purchases on GodotAsset.market. Because we sell digital content that can be downloaded instantly, refund abuse is a serious risk. For that reason, we apply strict verification to every request.
This Policy must be read together with: Terms of Service and EULA (/terms-of-service) and Licensing (/licenses-terms).
Mandatory rights: Nothing in this Policy limits mandatory consumer rights under applicable law. Where the law requires a remedy (repair, replacement, price reduction, or contract termination/refund), we comply.
1) Core rule: digital purchases are generally final once access begins
For digital content (assets, plugins, tools, templates, shaders, audio, etc.), purchases are generally non-refundable once the Item is accessed, downloaded, or activated, except where required by law or where the Item is proven to be materially defective or not as described.
If you are a consumer in the EU/Czech Republic, the legal “cooling-off” right can be lost for digital content not supplied on a tangible medium once performance begins, provided you gave prior express consent and acknowledged the loss of the withdrawal right. Our checkout and delivery flows are designed to reflect this rule.
2) Refund requests must be timely
- Unauthorized payment / suspected fraud: report within 24 hours of noticing it.
- Non-delivery / access issues (our fault): report within 7 days of purchase.
- Material defect / not as described: report within 7 days of purchase and provide evidence.
Late requests: Requests submitted after a long delay are presumed ineligible, especially if the funds were already settled and paid out to the Author. We may still evaluate statutory consumer claims where required by law, but you should not expect “change of mind” refunds after meaningful time has passed.
3) When a refund MAY be granted (strict criteria)
A refund may be granted only if one of the following is verified:
- Non-delivery: you paid, but the Platform failed to provide access/download and we could not fix it within a reasonable time.
- Duplicate purchase: you accidentally purchased the same Item twice (verified by order data).
- Unauthorized transaction: credible evidence of unauthorized payment (subject to investigation).
- Material defect / not as described: the Item is significantly broken or materially different from the listing, and:
- the issue is reproducible,
- it occurs in a supported environment stated on the product page,
- and it was not resolved after reasonable troubleshooting/support attempts.
For EU consumers, remedies for non-conforming digital content may include repair/bringing the content into conformity, price reduction, or contract termination (refund) depending on circumstances.
4) When a refund will be DENIED
Refunds are denied in the following common situations:
- Change of mind after access/download/activation.
- “It doesn’t fit my project” when requirements/limitations were clearly stated on the product page.
- Incorrect expectations due to not reading the description, documentation, or compatibility notes.
- Issues caused by your environment (unsupported engine version, modified engine builds, incompatible third-party plugins, heavily customized projects), unless the listing promised compatibility.
- Claims without evidence or refusal to cooperate with troubleshooting.
- Abuse indicators (pattern of repeated refund requests, contradictory statements, evidence of extraction/reuse, chargeback abuse).
5) Support Periods (paid add-on) refunds
Some Items offer optional paid Support Periods (priority support / assistance). Support Periods are service-like add-ons and are separate from licensing and separate from updates (see /licenses-terms).
- Non-refundable after use: If support has already been provided (responses, troubleshooting, review of logs/projects), the Support Period fee is generally non-refundable.
- Limited exception: If a Support Period was purchased but the Author did not provide any support within the stated scope and timeframe, we may evaluate a refund or partial refund after verification.
6) How to request a refund (required information)
Refund requests must be submitted via our support channels in your user menu → HERE.
Include all of the following:
- Order ID / transaction reference
- Item name and URL (or exact item title)
- Reason for request (choose one: non-delivery / duplicate / unauthorized / defect / not as described)
- Engine version (Godot/Redot), OS, and relevant environment details
- Clear evidence: screenshots, error logs, steps to reproduce, and what you tried
If you claim “not as described”, point to the specific listing statements that are incorrect and explain how the Item differs.
7) Investigation process (strict review)
- We may request additional information to verify the claim.
- We may ask the Author to provide troubleshooting guidance or confirm behavior.
- We may test the issue in a supported environment.
- If you refuse to cooperate or provide evidence, the request will be denied.
We aim to respond within a reasonable time; complex technical issues may require additional investigation time.
8) Refund method, fees, and reversals
- Approved refunds are issued to the original payment method where possible.
- Where permitted by law and payment rails, we may deduct non-recoverable processing costs. Where not permitted, we will not deduct them.
- If a refund is approved, access to the Item may be revoked and you must stop using the Item and delete Source Files, unless mandatory law provides otherwise.
9) Chargebacks and payment disputes
If you initiate a chargeback or payment dispute without contacting us first, we may immediately revoke access to the Item(s) and suspend the account during investigation. Abusive or fraudulent chargebacks may result in permanent account restrictions.
10) Changes to this Policy
We may update this Policy from time to time. The latest version will be published on this page with an updated effective date. Continued purchases after changes mean you accept the updated Policy.
