Legal policy

Refund and Return Policy

At CarbonFlow, we are committed to providing high-quality digital products, software, and source code. Because our digital products give buyers immediate access or direct downloads once a purchase is completed, we follow a strict and specific refund and return policy to protect the rights of the platform and developers.

1. Nature of Digital Products (Non-Cancellable)

General rule: all sales completed through the CarbonFlow store are final and are not cancellable, exchangeable, returnable, or refundable.

Once payment is completed and you receive a download link, source code, or SaaS account activation, the buyer is not entitled to request a refund because a digital product cannot practically be returned or deactivated after it has been viewed or downloaded.

2. Exceptional Cases Eligible for Refund

Refund requests are reviewed by site management only in the following exceptional cases and within no more than 48 hours from the purchase date:

  • Fatal bug: the product contains a critical software defect that prevents it from working at all as described on the product page, and our support team is unable to fix it or provide an alternative solution within 7 business days from the report date.
  • Product mismatch: the customer receives a product that is completely different from the product displayed and described on the purchase page due to an error.
  • Duplicate purchase error: the customer accidentally pays for the same product twice at the same time. The additional amount paid will be refunded.

3. Cases Not Covered by the Refund Policy

The customer is not entitled to request a refund or compensation in the following cases:

  • The buyer changes their mind or no longer needs the product after purchase.
  • The buyer lacks the technical experience required to run the source code or handle the product's software environment, where operational requirements are stated on each product page.
  • Issues with the customer's hosting or external servers that are unrelated to the product.
  • Products whose source code has been modified by the customer or any third party.

4. How to Submit a Refund Request (Exceptional Cases)

If one of the exceptional conditions in section (2) applies, please follow these steps:

  • Contact technical support through the official site email.
  • Provide the order number, product name, and a detailed explanation of the issue supported by images, screenshots, or logs.
  • Site management reviews the request within 3 to 5 business days. If approved, the amount is returned to the same payment card used. Banks or the payment gateway may require additional time before the amount appears in your account.