Refund Policy

1. The Short Version

• Digital content you have already accessed is generally non-refundable, unless it is defective, materially not as described, or the law says otherwise.
• Sessions cancelled in time, cancelled by the Creator, or not delivered are refunded per the table in the Cancellation Policy — Creator no-shows are always a full refund.
• EU/EEA/UK consumers keep their 14-day withdrawal rights and statutory conformity remedies in full (Sections 2 and 4).
• Unused Wallet Credits from a top-up are refundable within the withdrawal window; used credits are not, except as required by law.
• Refunds are issued to your Platform wallet by default, or to your original payment method where you withdraw under statutory rights or the law requires it.

2. Statutory Withdrawal Refunds (EU/EEA/UK Consumers)

2.1 If you validly withdraw under Section 5 of the Cancellation Policy, we refund all payments received for the withdrawn contract without undue delay and at the latest within 14 days of your withdrawal notice, using the same means of payment you used (unless you expressly agree otherwise), at no cost to you.

2.2 Deductions permitted by law: for a partially performed service (e.g., a Session begun at your request), a proportionate amount for the part performed; for a Subscription with immediate access, a proportionate amount for the elapsed period and accessed content; for Wallet top-ups, the value of credits already spent.

2.3 Where the withdrawal right has been lost under Section 6 of the Cancellation Policy (immediate-access consent for digital content; fully performed services), no statutory withdrawal refund is due — your conformity rights under Section 4 are unaffected.

3. Platform Refund Rules by Purchase Type

3.1 Sessions. Refund outcomes for cancellation, lateness, no-show, rescheduling, and technical failure are set out in Section 4 of the Cancellation Policy. In summary: Fan cancels >24h before start — full refund; Fan cancels ≤24h — refund minus the disclosed late fee; Creator cancels or no-shows — full refund; Platform technical failure — full or pro-rata refund.

3.2 Session disputes. If you raise a dispute within 48 hours of the scheduled Session end, escrowed funds stay locked until decided. Our support team reviews evidence from both sides and may award: a full refund, a partial (pro-rata) refund, or release of funds to the Creator. Dispute decisions may be appealed within the window stated in the decision notice; appeal outcomes are final within the Platform (statutory rights unaffected).

3.3 Pay-to-unlock media and clips. Non-refundable once access has begun (streaming, viewing, or download), except where Section 4 applies (defective or not as described) or the access never functioned.

3.4 Subscriptions. Beyond statutory withdrawal (Section 2), Subscription payments already made are non-refundable for the current period; cancelling stops future billing. If we or the Creator terminate the Creator's offering mid-period (Section 5), you receive a pro-rata refund of the unexpired period.

3.5 Tips. Tips are voluntary, unconditional payments and are non-refundable once given, except in cases of demonstrated fraud, unauthorised account use, or where the recipient's Earnings are forfeited and returned under Section 15.3 of the Terms of Service.

3.6 Wallet Credits. Unused credits: refundable during the statutory withdrawal window, and thereafter only where required by law or where we close your account without cause (Section 5.3). Used credits: non-refundable. Credits obtained free of charge (bonuses, promotions) are never refundable and are consumed last.

4. Defective Content and Services — Conformity Remedies

4.1 If digital content or a digital service you paid for is defective, inaccessible, materially not as described, or otherwise fails to conform with the contract, you are entitled — under Directive (EU) 2019/770 as implemented in Estonian law (and the Consumer Rights Act 2015 for UK consumers) — to have the lack of conformity remedied, and failing that, to a proportionate price reduction or termination of the contract with a refund. These rights cannot be excluded and apply regardless of anything else in this Policy.

4.2 Report conformity problems to support@muscleworship.io with your order details and a description of the fault. Because Fan/Creator Transactions are contracts with the Creator (Terms of Service, Section 14), we administer these remedies on the Creator's behalf through the Platform's refund and dispute tools and, where warranted, fund the refund from escrowed or recoverable amounts.

5. Refunds Where a Creator or the Platform Withdraws Something You Paid For

5.1 If Content you purchased is removed for policy or legal reasons before you have accessed it, you receive a full refund; if a Subscription's core content is removed mid-period, a pro-rata refund.

5.2 If a Creator closes their account, active Subscriptions run to period end where content remains available, otherwise they are refunded pro rata; undelivered Sessions are refunded in full.

5.3 If we close your account without cause, we refund unused Wallet Credits and undelivered purchases. If your account is terminated for breach, refunds are not owed except where mandatory law provides otherwise; forfeiture and restitution of related Creator Earnings are governed by Section 15 of the Terms of Service.

6. How Refunds Are Paid, and When

6.1 Statutory withdrawal and conformity refunds: to your original payment method within 14 days. Platform-rule refunds (Session cancellations, disputes, goodwill): to your Platform wallet by default, typically within 5 business days of the decision; you may request payout of a refunded amount to your original payment method where the amount originated from a card payment and our processor supports it.

6.2 We never charge a fee to process a refund. Currency-conversion differences and third-party fees outside our control are not reimbursed except where the law requires.

7. Chargebacks and Friendly Fraud

7.1 You agree to give us the chance to fix billing problems first (Section 20.1 of the Terms of Service). Chargebacks filed without first contacting support, or after receiving the content or service as described, may be contested with evidence (access logs, delivery records, consent records for immediate access). Bad-faith chargebacks are a material breach of the Terms of Service and result in: revocation of licences to the content concerned, suspension or termination of the account, and recovery of amounts owed. Nothing in this Section limits your right to dispute genuinely unauthorised, fraudulent, or erroneous charges with your issuer.

7.2 If your payment instrument was used without your authorisation, contact us immediately at support@muscleworship.io; we investigate all unauthorised-use reports, disable compromised accounts, and refund confirmed unauthorised charges.

8. Refund Decisions and Appeals

Refund and dispute decisions are made by our support team on the evidence available and notified with reasons. You may appeal through the internal complaint system (Terms of Service, Section 20.3) for six months. EU/EEA consumers may also use the Estonian Consumer Disputes Committee (TTJA) or their home ADR entity; nothing in this Policy limits your right to bring proceedings under Section 21 of the Terms of Service.

Contact: support@muscleworship.io · [SUPPORT PHONE] · Billing descriptor: as disclosed at checkout · [MUSCLE WORSHIP OÜ], registry code [●], [address], Tallinn, Estonia