Refund Policy

1. Your EU Consumer Rights

As a consumer in the European Union, you have specific rights regarding refunds and cancellations. keysa gaan OÜ ("Forge") is committed to honoring these rights in accordance with EU consumer protection laws.

This Refund Policy explains how to request a refund, what conditions apply, and how we process refund requests.

2. 14-Day Cooling-Off Period

2.1 Right to Withdraw

You have the right to withdraw from your purchase within 14 days without giving any reason. The cooling-off period expires 14 days from the date of purchase.

2.2 Conditions for Digital Content

For digital content and services (including credits and creation services), your right to withdraw may be limited if:

• You have explicitly consented to begin performance of the service before the 14-day period ends
• You acknowledge that you will lose your right to withdraw once performance begins
• Credits have been used to start a creation project
• Digital content has been downloaded or accessed

2.3 How to Exercise Your Right

To exercise your right to withdraw, send a clear statement of your decision to:

Email: refunds@forge.actor
Subject: "Withdrawal Request"

You may use the model withdrawal form below, but it is not mandatory:

2.4 Refund Processing

If your withdrawal is approved, we will refund all payments received from you, without undue delay and in any event no later than 14 days from the day we receive your withdrawal notice. We will use the same payment method you used for the original transaction unless you expressly agree otherwise. You will not incur any fees for the refund.

3. Unused Credits Refund

3.1 Eligibility

Unused credits may be refunded within 30 days of purchase if:

• The credits have not been used for any creation requests
• The credits have not been spent on a task whose estimate you accepted
• The request is made within 30 days of the credit purchase date

3.2 Partial Refunds

If you have used some but not all of your purchased credits, you may request a partial refund for the unused portion within 30 days of purchase. The refund amount will be calculated based on the number of unused credits.

Example: If you purchased 500 credits and used 100, you may request a refund for the remaining 400 credits.

3.3 Credit Packages

We do not issue bonus or promotional credits. If you bought a fixed-price package, a refund of unused credits is calculated at the price per credit you actually paid for that package.

4. Creation Services Refund

4.1 Before Work Begins

Credits are deducted only when you accept a task's AI estimate. If you decline the estimate or cancel before accepting it, nothing has been charged. If you cancel after accepting but before the specialist starts work, the credits are returned to your wallet automatically.

4.2 After Work Begins

Once the specialist has started work, refunds are not automatic. Contact support@forge.actor and our team will review your request. You may ask for:

• Changes in the task chat if the work does not match the agreed task description
• Cancellation of the task, with any credit refund decided by our team based on the work already done
• A full credit refund if the work significantly deviates from the agreed task description

4.3 Work That Does Not Match the Task

If the completed work does not match the task description agreed before work began, contact support@forge.actor. After reviewing the case, our team may:

• Ask the specialist to revise the work until it matches the task description
• Assign a different specialist to redo the work
• Return the credits for the task to your wallet

4.4 Defective Digital Content

Under EU law, if digital content we provide is defective (not fit for purpose, doesn't match description, or lacks promised functionality), you may be entitled to repair, replacement, price reduction, or refund. Please contact us at support@forge.actor to report any issues.

5. How to Request a Refund

5.1 Refund Request Process

To request a refund:

1. Email refunds@forge.actor with your request
2. Include your account email, order/transaction number, and reason for refund
3. Specify whether you want a credit refund or monetary refund
4. We will review your request within 2 business days
5. You will receive a confirmation email with the outcome

5.2 Required Information

Please include in your refund request:

• Your full name and account email address
• Transaction/order number (if available)
• Purchase date
• Amount of credits purchased
• Reason for refund request
• Preferred refund method

5.3 Processing Time

Approved refunds will be processed within 14 days of approval. The time it takes for the refund to appear in your account depends on your payment provider, but typically takes 5-10 business days.

6. Exceptions and Limitations

6.1 Non-Refundable Situations

Refunds cannot be provided in the following situations:

• Credits used for completed and approved creation projects
• Services where performance has been fully completed with your prior consent
• After the 30-day refund window has expired (except for defective content)
• Where the refund request is fraudulent or abusive

6.2 Account in Good Standing

Refunds may be denied if your account has been suspended or terminated for violations of our Terms of Service. However, this does not affect your statutory consumer rights.

7. Chargebacks

If you initiate a chargeback with your payment provider, please note:

• We encourage you to contact us first to resolve any issues
• Chargebacks may result in account suspension pending investigation
• We reserve the right to dispute illegitimate chargebacks
• Your consumer rights remain protected regardless of chargeback status

8. Disputes and Complaints

If you are not satisfied with our handling of your refund request, you have several options:

• Contact our support team at support@forge.actor to escalate your concern
• Seek advice from your local consumer protection authority
• Exercise your right to bring proceedings before competent courts

9. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be notified to you via email or prominent notice on our website. The updated policy will apply to purchases made after the change date. Your statutory consumer rights are not affected by changes to this policy.