1. PURPOSE
This policy explains how YOURZ handles requests concerning SEND, BACK and GIFT transactions.
Nothing in this policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted.
2. VOLUNTARY SUPPORT
SEND, BACK and GIFT are intended as voluntary creator support rather than purchases of creator content, goods, services or access.
A completed voluntary-support transaction is not automatically refundable merely because a supporter later changes their mind.
However, refund, cancellation or other rights required by applicable law remain unaffected.
3. REQUESTING A REFUND REVIEW
A supporter may request review of a transaction through YOURZ's Contact or Complaints facilities.
The supporter should provide the transaction reference and reason for the request where available.
4. CIRCUMSTANCES YOURZ MAY CONSIDER
A refund may be appropriate where, for example:
- a payment was duplicated because of a technical error;
- an incorrect amount was processed;
- a transaction was unauthorised;
- there is credible evidence of fraud;
- there is credible evidence of material misrepresentation connected with the transaction;
- the creator or account was involved in prohibited activity connected with the transaction;
- applicable law requires a refund;
- the applicable payment provider requires or approves a reversal.
Each request may be assessed on its individual circumstances.
5. CREATOR SETTLEMENT
Where funds have already been settled or paid towards a creator, the mechanics and availability of a discretionary refund may be affected by the payment-provider arrangements and circumstances.
This does not remove statutory rights.
6. BACK CANCELLATION
Supporters must be able to stop future BACK payments using the functionality provided by YOURZ or another method made available for that purpose.
Cancellation prevents future recurring charges after cancellation takes effect.
Cancellation does not automatically refund support payments that were already completed.
Any mandatory cancellation or refund rights under applicable law remain unaffected.
7. PAYMENT DISPUTES AND CHARGEBACKS
Where a transaction is disputed through a bank, card issuer or payment provider, it may be handled under the applicable provider or payment-network procedure.
YOURZ may provide relevant transaction evidence where lawful and appropriate.
8. REFUND METHOD
Where a refund is approved, it will normally be returned through the original payment method where possible and subject to the applicable payment provider's arrangements.
YOURZ will not charge a supporter a separate fee merely for receiving a refund to which they are legally entitled.