Refund Policy

This policy explains when you can get a refund for a license to an Asset bought on AssetLoom, and how refunds of Loom Credits work. It forms part of the Terms of Service. Refunds of credit purchases are also covered by the Loom Credits Terms.

We will refund an Asset purchase if:

1. The files are defective: they are corrupt, incomplete, or cannot be opened in the software and versions the Listing says they support;
2. The Asset is materially not as described: for example, the file formats, polycount, compatibility, contents, license, or provenance disclosure differ materially from the Listing;
3. You bought the same Asset and license twice by mistake;
4. You cannot download the Asset because of a problem on our side, and we cannot fix it within a reasonable time after you tell us;
5. The Asset is removed because of a valid infringement notice or because the Creator did not have the rights to license it; or
6. The purchase was unauthorised, for example because someone else accessed your account, and you reported it promptly.

Where a Creator can fix a defect quickly by publishing a corrected version, we may first offer you the fix. If it does not solve the problem, you can still have a refund.

Because Assets are digital and can be kept once downloaded, we generally do not refund when:

• you changed your mind, no longer need the Asset, or bought it by mistake (other than a duplicate purchase);
• the Asset works as described but does not suit your project, skill level, or taste;
• you did not check the compatibility, format, or license information shown on the Listing before buying; or
• the problem is caused by your own software, hardware, or settings.

Some Listings, such as AI prompts whose full content is revealed on purchase, are marked at checkout as not eligible for discretionary refunds. That label never prevents a refund for the reasons in the previous section or where the law requires one.

Approved refunds of Asset purchases are paid back as Loom Credits to your wallet, to the same balances the credits came from: promotional credits to your promotional balance, purchased credits to your purchased balance. Each item in an order can be refunded once.

When a purchase is refunded, the license ends. You must stop using the Asset and delete your copies, and it is removed from your library.

If you want money back for purchased credits you have not spent, including credits returned by a refund, you can ask for a refund of unused purchased credits under the Loom Credits Terms.

Nothing in this policy limits rights you have under the law that applies to you, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 in India, and consumer laws in the EU, the UK, and elsewhere. Where the law gives you a remedy that is more generous than this policy, the law applies.

If you are a consumer in the EU or UK, you normally have a 14-day right to withdraw from a purchase of digital content. That right ends once supply begins (for example, once you start a download) if you gave your express consent to immediate supply and acknowledged that you would lose the right of withdrawal. If you have not started downloading an Asset, you may withdraw within 14 days of purchase.

Email support@assetloom.io from the address on your account within 30 days of the purchase (or, for a defect you could not reasonably have noticed earlier, promptly after you discover it). Please include:

• the order number or the Asset name and purchase date;
• what is wrong, and screenshots, error messages, or file details that show it; and
• the software and version you used, where relevant.

We may ask the Creator for information and may ask you for more detail. We aim to reply within 5 business days. If we refuse a refund, we will explain why, and you can escalate to our Grievance Officer as described in the Terms of Service.

Please contact us before disputing a payment with your bank or card issuer; we can usually resolve problems faster. Opening a chargeback on a credit purchase may lead us to remove the related credits and suspend your account while the dispute is open, as described in the Loom Credits Terms.

We monitor refund patterns. If someone repeatedly requests refunds after using Assets, or makes false claims, we may refuse further refunds and take action under the Acceptable Use & Prohibited Content Policy.

When we refund a purchase, the Creator's earnings from that sale are reversed. How this works, including during and after the earnings hold period, is described in the Creator Terms.