Refund and Cancellation Policy

At a glance

Every request is decided on its own facts. Nothing here guarantees approval, and the full policy below is authoritative.

How to ask

Request a refund through the buyer refund form in your account, through Support, or through the Contact page, and quote your order reference. Tell us what happened and when, and attach anything that helps, such as a screenshot of an error. We may ask for more information. Requests for other people's orders cannot be handled unless the account holder confirms them.

Please ask soon after the problem appears, and before opening a dispute with your bank or payment provider.

When we refund

• Non-delivery: you paid and the product was not made available to you.
• Duplicate payment: you were charged more than once for the same order.
• Unauthorised transaction: the payment was not made or approved by you.
• Defective or corrupted product: the delivered content does not work and cannot be repaired or replaced in reasonable time.
• Unavailable content: content you paid for is no longer accessible through no fault of yours.
• Materially not as described: the product is significantly different from its listing.
• Creator cancellation or non-performance, or partial fulfilment: we refund the portion not delivered.

Change of mind

If you have not downloaded or opened a product, we will consider a change-of-mind request made promptly. Once you have downloaded, opened or used a digital product, it cannot be returned, so a change-of-mind refund is normally not available. This does not affect any right the law gives you.

Courses and other content

Online courses and educational content are treated like other digital products: the same grounds apply, and use of the content is taken into account for change-of-mind requests. Madeizzy does not currently sell subscriptions or scheduled services; if it does, their cancellation terms will be shown before payment and will apply in addition to this policy.

A creator may describe how they handle refund requests. That description cannot reduce the protections in this policy.

Special cases

Promotional and discounted purchases follow the same rules; the refund is at most the amount you actually paid. Purchases made before you claimed your account are treated the same once your identity is confirmed. If your account is suspended, we still consider refunds for valid grounds, but access may remain withdrawn.

How requests are decided

Madeizzy staff review each request, checking the order, payment record and delivery history. We may ask the creator for information; we do not share your personal details beyond what is needed. Decisions and their reasons are recorded.

If we reject a request we tell you why. You can reply with new evidence and ask for it to be reviewed again, or use the complaints route on the Contact page.

Timing and method

A refund is returned through the payment provider to the method you paid with, or, where that is not possible, by a route we agree with you. Once we approve a refund, how long it takes to appear depends on the payment provider and your bank or mobile-money operator, which we do not control. We tell you when the refund is confirmed as completed, not before.

If your payment involved currency conversion, the amount you receive back may differ because of exchange rates or provider fees outside our control; we refund the amount of the original charge that we received.

Effect on access

When a refund is completed we may remove the access it paid for. Partial refunds may leave access in place.

Chargebacks and abuse

If a payment is charged back, we may withdraw the related access while it is investigated and may share order evidence with the payment provider. Repeated or fraudulent refund requests, or chargebacks made in bad faith, can lead to refusal of future requests and restriction of the account.

For paid creator sales, refunds and chargebacks reduce the amount payable to the creator as described in the Creator Terms.

Contact

Refund questions: info@cybersafehills.com or +250 781 064 017.