Refund Policy

Last updated: 17 May 2026

We want every customer to feel good about their purchase. This policy explains when refunds are available and how to request one.

1. Digital products (software, templates, downloads)

Because digital products are delivered immediately and cannot be returned in the traditional sense, all sales are generally final.

However, we offer refunds within 14 days of purchase in these cases:

• The product is materially different from what was described on our website
• You experience a technical issue that we cannot resolve within a reasonable time
• The product was charged in error or as a duplicate

Refunds are not available for:

• Change of mind after the product has been downloaded or accessed
• Failure to use the product
• Incompatibility with software or systems not listed as supported on the product page

When a refund is issued for a software purchase, the associated license key is revoked. The local files remain on your computer, but the product will no longer activate.

2. Setup and install services

For setup and install services (for example, AI Content Operator installs):

• Full refund available if requested before work begins
• After work has started, refunds are pro-rated based on completed work and time invested
• No refunds once setup is fully delivered and signed off

3. EU consumer rights (right of withdrawal)

If you are a consumer in the EU, you have a 14-day right of withdrawal under EU law. You can cancel your purchase and receive a full refund within 14 days of the purchase date, even after downloading or using the product. To exercise this right, email info@theignitingstudio.com within the 14-day window with your order number.

For digital products, the license key associated with a withdrawn purchase will be revoked once the refund is processed. Continued use of the product after a refund is not permitted.

This policy does not affect your other statutory rights under EU consumer law.

4. How to request a refund

Email info@theignitingstudio.com with:

• Your order number
• The email address used at purchase
• The reason for your refund request

We aim to respond within 3 business days. Approved refunds are processed by Polar, our payment processor and Merchant of Record, and typically appear on your original payment method within 5 to 10 business days.

5. Chargebacks

If you have an issue with your order, please contact us first. We will always try to resolve the problem fairly. Filing a chargeback without first contacting us may delay resolution and can result in your account being restricted from future purchases.

6. Contact

Questions about a refund or this policy? Email info@theignitingstudio.com.