Refund Policy

Buyers may request a refund within 7 days of the purchase date. Requests after 7 days are automatically rejected with reason OUTSIDE_TIME_WINDOW.

Each purchase may only be submitted for refund once. A second request for the same purchase is automatically rejected with reason ALREADY_REFUNDED.

The system approves a refund automatically only in the following two conditions:

FILE_NOT_DOWNLOADABLE — The product file cannot be accessed from storage. The system performs a HeadObject check against Cloudflare R2; if the file is missing or inaccessible, the refund is approved.

FILE_CORRUPT — The product file is corrupt or cannot be processed as a valid PDF. The system downloads the file and attempts to open it with the pdf-lib library; if it fails, the refund is approved.

The two conditions above are the only approval reasons. Other reasons such as "changed mind", "not as expected", or "incomplete" will not be approved by the system.

FILE_ACCESSIBLE_AND_VALID — The product file passes the HeadObject and pdf-lib checks. This means the file still exists, can still be downloaded, and is still valid as a PDF. The request is rejected.

OUTSIDE_TIME_WINDOW — The request was filed more than 7 days after the purchase date.

ALREADY_REFUNDED — A previous refund request has already been filed for the same purchase, regardless of its outcome.

Evaluation is performed synchronously when the Buyer clicks "Request Refund". There is no manual review queue.

Evaluation order: check the 7-day window, check whether it was already filed, check file accessibility via HeadObject, check file integrity via pdf-lib load.

The evaluation result appears immediately on the Buyer's page after the click. No waiting for team response is needed.

When a refund is approved, the system automatically instructs Stripe to process a refund to the Buyer's card using the Stripe Refund API with reverse_transfer and refund_application_fee.

reverse_transfer means funds are pulled back from the Seller's Stripe Connect account. refund_application_fee means the platform fee previously taken by Fibidy is also returned.

Once Stripe executes the refund, funds return to the Buyer's card in 5 to 10 business days depending on the card issuer. Fibidy does not control this timeline.

When a refund is approved, the Buyer's download access to the refunded file is automatically revoked.

The Buyer will not be able to download the file after the refund. Download attempts will be denied by the system.

This is to prevent double-dipping — the Buyer receiving a refund while still keeping access to the file.

Seller subscription fees (Starter or Business) are not refundable. Subscription cancellation takes effect at the end of the current period with no pro-rated refund.

Transactions outside the 7-day window — no exceptions.

Purchases made outside the Fibidy Platform, even if related to the same Seller.

A refund is an internal Platform mechanism with automatic evaluation based on technical file conditions.

A chargeback is an external mechanism run by the Buyer's card-issuing bank. Buyers still retain the right to file a chargeback with their bank under applicable consumer rights.

Chargebacks are processed by Stripe under their policies. Fibidy automatically gathers and submits evidence (download access logs, product description, Buyer email) to Stripe.

Sellers who receive 2 or more chargebacks may be subject to automatic account suspension under the Seller Agreement.