How subscriptions are cancelled, when money is returned, and who is responsible for refunds on goods sold by a business using our characters.
Two different kinds of purchase happen here, and the refund path differs for each.
Bought from us: Subscriptions, character licences, deployment plans and digital downloads sold by Characters as a Service. We are the seller and we handle the refund.
Bought from a business using our platform: Rings, coffee, food, flowers, boutique goods, appointments and pop-up orders. Those payments go directly into that operator's own payment account. That business is the seller of record and handles fulfilment, cancellation and refunds under its own posted terms. We can pass your request along, but we do not hold that money.
You can cancel at any time from your account's billing portal, or by emailing privacy@charactersasaservice.com.
First-time subscriptions: Full refund if you ask within 14 days of the first charge and have not deployed a character to a live public domain.
Renewals: Refundable within 7 days of the charge if the service was not used in that period.
Digital downloads: Refundable only if the file is faulty or was never delivered, because a delivered file cannot be returned. Faulty files are always refunded or replaced.
Service failure: If a feature you paid for is unavailable for more than 72 consecutive hours because of us, you may request a pro-rated credit or refund for the affected period.
Statutory rights: Consumers in the EU, UK and other jurisdictions with cooling-off rights keep those rights in full. Where local law grants you more than this policy, local law wins.
Please contact us before disputing a charge — most cases are resolved the same day. If a dispute is filed against an operator's sale, that operator's payment account bears the dispute, because that is where the money went.
We respond to every properly submitted dispute with the transaction record, the disclosures shown at checkout, and any delivery evidence.
Email privacy@charactersasaservice.com with the account email and the charge date, or call (310) 310-7272.
We acknowledge refund requests within 2 business days and decide within 10 business days. Approved refunds return to the original payment method; your bank may take a further 5–10 days to post it.
Characters as a Service / Immersive Operating Layers, 9663 Santa Monica Blvd. #464, Beverly Hills, CA 90210
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