Refund Policy

You may request a refund on a paid addon within 14 days of purchase if the addon does not work as described, is materially different from its listing, or you have not made substantial use of it. Refunds are returned to the original payment method.

This policy sits alongside your statutory rights as a consumer. Nothing here removes a right you have under UK or EU consumer law, and where this policy and those rights conflict, those rights win.

NarrativePro Addons is the merchant of record for your purchase. When you buy, the money is captured into our platform account and held there. It does not go straight to the seller.

During the 14-day refund window, the seller's share and each partner's share exist only as pending entries in our ledger. Nothing has been paid out. That is what makes a clean, immediate refund possible: we are refunding money we still hold.

After the window closes, those entries become eligible for the next scheduled distribution run and are paid to the seller and partners. Refunds are still possible after that point, but they are handled as an exception rather than as a routine reversal, because the funds have already left our account.

We will normally approve a refund request made within 14 days of purchase where any of the following apply:

• The addon does not install, does not compile, or does not run on an engine version the listing states it supports.
• The addon is materially different from its description, screenshots, feature list or documentation.
• The addon is broken in a way the seller cannot or will not fix within a reasonable period.
• You were charged more than once for the same item, or charged for an item you did not order.
• The addon was withdrawn or delisted before you were able to download it.

We will also consider a refund request outside those categories on a discretionary basis, particularly where you have downloaded the addon only once and made no substantial use of it.

We will normally decline a refund request where:

• More than 14 days have passed since purchase, unless you are exercising a statutory right or the addon has a defect that only became apparent later.
• The addon works as described and you have simply changed your mind after extensive use, for example after shipping a project that includes it.
• The download record shows repeated downloads across many versions over an extended period, which is inconsistent with a good-faith request.
• The stated reason is that the addon lacks a feature it never claimed to have.
• You are asking to refund an addon you obtained at no cost. There is nothing to return.
• The request is one of a pattern of purchase-download-refund activity on the same account or payment method.

[COUNSEL] Confirm how far this exclusion list can go for UK and EU consumers before any of it is treated as an unfair contract term, particularly the "extensive use" and "pattern of activity" exclusions.

If you are a consumer in the United Kingdom or the European Union, you normally have a 14-day right to cancel a distance contract and receive a refund, without giving a reason.

For digital content supplied immediately, that right can be lost once supply begins, but only if you gave express consent to immediate supply and acknowledged that you would lose the right to cancel. Our checkout asks for exactly that consent and records it against your order. If you did not give it, or we cannot show that you did, your cancellation right survives.

Even where the cancellation right has been waived, your rights in respect of digital content that is not of satisfactory quality, not fit for purpose, or not as described are unaffected. Those rights are separate and cannot be signed away.

[COUNSEL] Confirm the checkout consent wording, the record we keep of it, and whether a model withdrawal form must be provided and in which languages.

Open the order in your account and use the refund request option on that order, or email [email protected] from the address on the account, quoting the order number.

Tell us which item you are asking about and what went wrong. If the problem is technical, the engine version, target platform and any build log or error output will usually let us resolve it in one exchange instead of five.

We acknowledge requests within two business days and aim to reach a decision within five business days. Where a request needs the seller's input, for example to confirm whether a defect is known, we will tell you that we have asked and keep you updated.

Approved refunds are returned to the original payment method: the card or wallet used through Stripe, or the PayPal account used at checkout. We cannot redirect a refund to a different card, account or person.

You are refunded the amount you actually paid. If a promotion or coupon reduced the price, the refund is of the discounted amount, not the list price.

Once we submit the refund, the time it takes to appear depends on your bank or wallet provider. Card refunds commonly take five to ten business days. PayPal refunds are usually faster. From the moment we submit it, the timing is out of our hands.

We do not charge a fee to process a refund, and we do not deduct payment processing costs from what we return to you.

Where an order contains several addons and only one is being refunded, we refund that line only, including its share of any order-level discount. The rest of the order stands and the entitlements for those items remain active.

We may also agree a partial refund on a single item, for example where a seller has fixed part of a problem and you are content to keep the addon at a reduced price. A partial refund does not revoke your licence.

When an item is refunded in full, the licence granted for that item ends and the corresponding entitlement is revoked. The licence key stops being valid, download links stop working, and you must stop using the addon and remove it from your projects, including from any build you have not yet shipped.

If you have already shipped a product that embeds the addon in compiled form, contact us before requesting the refund. Unpicking that after the fact is worse for everyone than agreeing a sensible outcome up front.

After the 14-day window, the seller's and partners' shares of your purchase may already have been paid out.

We will still refund you where you have a statutory right to a refund, or where the circumstances plainly warrant one. In that case we recover the amount from the recipients: the seller's share is recouped from their next distribution, and the same applies to each partner share. That is an internal matter between us and them. It does not delay your refund, and you should never be asked to chase the seller to get your money back.

If something has gone wrong, ask us first. A refund request is faster than a chargeback, and we would rather fix the problem than argue about it with a card scheme.

If you do raise a chargeback, we will respond to it with the evidence we hold: the order, the consent recorded at checkout, the entitlement and the download record. Access to the affected item is suspended while a chargeback is open, and an account with an unresolved chargeback may be prevented from making further purchases until it is settled.

Raising a chargeback in bad faith, for example on an addon you have downloaded repeatedly and continue to use, may result in the account being suspended under our Terms and Conditions.

Addons priced at zero, review copies and promotional keys carry no refund, because no payment was taken. They are still covered by the licence terms in our Terms and Conditions, and can still be revoked if those terms are broken.

A seller can ask us to refund a buyer, for example where they know a release was defective. We will action a reasonable seller-initiated refund without requiring the buyer to make their own request, and we will tell the buyer why the refund happened.

Sellers cannot refund a buyer directly, because they never held the money. All refunds are issued by us as merchant of record.

We may update this policy. The version that applies to a purchase is the version published at the time of that purchase, and the date at the top of this page tells you when the current version took effect. Material changes will be announced by email to registered account holders before they take effect.

Refund requests and questions about this policy: [email protected].

Escalations and formal complaints: [email protected].