Voxel packs bought on this website
You can get a full refund if you ask within 14 days of buying and either:
- you haven't downloaded the files (our records show whether your download page has been used), or
- the files are faulty, for example broken or missing models or files that won't open in the tools listed on the product page, and we can't fix the problem within a reasonable time.
We also correct mistakes, for example a pack bought twice by accident, or the wrong pack chosen if you haven't downloaded it yet. Because downloaded files can't be returned, we don't otherwise refund packs once they have been downloaded. When a refund is made, the license for those packs ends and you must delete the files.
Refunds go back to your original payment method through Stripe, which runs our checkout as merchant of record (your receipt says the order was sold through Link). Banks usually take 5 to 10 business days to show them.
EU and UK buyers
If you live in the European Union or the United Kingdom you normally have 14 days to withdraw from an online purchase. Our checkout does not ask you to give up that right, so for the voxel packs you keep your full 14-day right to withdraw even if you have already downloaded the files. Email us within 14 days of purchase and we refund you in full. Your rights if the files are faulty are not affected.
How to ask for a refund
Email support@elevationark.com with the email address you used at checkout and your receipt or order reference, and tell us what went wrong. A person will reply, usually within 2 business days.
You can also ask through Link support, using the link in your receipt email. Link may contact us about the request, and Stripe may sometimes refund a payment itself within 60 days of purchase to resolve a dispute. However a refund is made, the license for the refunded packs ends.
Refunds, chargebacks and abuse
Refunds are for genuine problems, not for keeping the packs for free. However a refund is made (by us, by Link or by Stripe), and whenever a payment is disputed or charged back:
- the order's download page stops working straight away;
- the license for every pack on that order ends, including in projects you have already released. You must stop using the packs, delete them and remove them from your projects. Using them after that is unlicensed use of our work;
- our packs carry identifying information, so we can recognize them in released projects.
If a payment is disputed after the packs were downloaded, we send our download records to the card issuer to contest it. If someone gets a refund or chargeback after downloading, or keeps asking for refunds, we may refuse further refunds (except where the law requires one, such as faulty files), cancel and refund their future orders, and enforce our rights in the packs, including asking stores and platforms to take down projects that use them without a license.
In-game purchases (Sir Flappicus, Survoxel Runner)
Purchases inside our mobile games are made through Apple or Google, so refunds are handled by them: Apple at reportaproblem.apple.com, and Google Play through your order history. If a purchase is refunded, the items it gave may be removed. If something you bought didn't arrive, email us and we'll help.
SmrtSites
SmrtSites credits and plans are sold on smrtsites.io under its own refund policy (opens in a new tab).
Contact
ElevationArk LLC · Denver, Colorado, United States · support@elevationark.com