Refund and Delivery Policy

Effective date: August 11, 2026
Version: 2026-08-11

This policy applies to downloadable digital assets and asset bundles purchased directly through AstraVortex. Purchases completed through an external marketplace are governed by that marketplace’s delivery and refund procedures unless the marketplace states otherwise.

This policy forms part of the Terms of Service and should be read together with the Asset License Agreement.

1. Digital delivery

Products are supplied electronically. No physical item is shipped.

After payment is confirmed, AstraVortex normally:

1. records the completed purchase in the customer account;
2. makes the asset available in Purchased assets, or for a Bundle makes its recorded Included Assets available there; and
3. sends one purchase confirmation to the registered email address. For a Bundle, that confirmation may list the Included Assets covered by the Bundle order.

Delivery is considered to have started when download access is made available to the customer, subject to mandatory applicable law.

Payment-provider approval, fraud or compliance review, blockchain confirmation, network congestion, email delay, or technical outages may delay delivery.

2. Guaranteed download period

Unless a product page expressly states a longer period, AstraVortex guarantees hosted download availability for 30 calendar days after payment confirmation. For a Bundle, this guarantee applies to the Included Assets recorded for that completed Bundle purchase.

The customer is responsible for downloading the asset, checking that the archive opens, and maintaining a secure backup during this period.

After 30 days:

• AstraVortex may continue to provide re-download access, but is not required to do so;
• old versions or download links may be removed;
• products may be discontinued;
• hosting or the store service may be changed or closed; and
• no lifetime hosting, lifetime re-download access, or lifetime updates are promised.

The expiry of the hosted download period does not by itself end the license for copies that the customer lawfully downloaded and retained. It also does not remove any mandatory remedy for non-delivery, defects, lack of conformity, or misleading product information.

3. Failed or incomplete delivery

If payment was confirmed but the product was not made available, contact asset-support@astravortex.art without undue delay and include:

• the account email;
• order number;
• payment provider;
• payment or transaction reference, if available; and
• a screenshot or description of the error.

AstraVortex will normally restore delivery, provide a replacement download, or issue a refund where delivery cannot be completed within a reasonable time.

A customer should report a broken or missing download during the guaranteed 30-day period. Mandatory legal rights remain unaffected even if a problem is reported later.

4. Immediate supply and withdrawal rights

Digital assets are normally supplied immediately after payment confirmation.

Where applicable law provides a cooling-off, cancellation, or withdrawal period for digital content, checkout may ask the customer to:

• expressly request immediate supply before that period ends; and
• acknowledge that the statutory right may end when supply begins.

AstraVortex relies on loss of a withdrawal right only where all requirements of applicable law have been satisfied. The purchase confirmation or order record may store the customer’s request and acknowledgment where required.

If a statutory withdrawal right still applies, the customer may exercise it without giving a reason. Nothing in this policy makes a reason mandatory for a legally protected withdrawal.

5. Refund eligibility

A refund may be provided where:

• payment was taken but the product was not delivered and delivery cannot be restored within a reasonable time;
• the downloaded archive is corrupted and AstraVortex cannot provide a working replacement;
• the product is materially different from its description;
• AstraVortex did not have the legal right to supply the product;
• a duplicate payment was collected for the same customer and order;
• the product has a material defect or lack of conformity that cannot be repaired or replaced within a reasonable time; or
• applicable law otherwise requires a refund.

AstraVortex may also grant a discretionary refund in exceptional circumstances.

6. Situations normally not eligible for a discretionary refund

Except where applicable law requires otherwise, a discretionary refund is normally not provided because:

• the customer changed their mind after delivery began;
• the customer no longer needs or wants the asset;
• the customer lacks the software, hardware, knowledge, or skills needed to use it;
• a compatibility limitation was clearly disclosed before purchase;
• the product does not match a personal preference that was not part of the product description;
• third-party software, plugins, engines, or services changed after purchase;
• the customer failed to download or back up the product during the guaranteed 30-day period;
• the customer violated the license or account rules; or
• the customer requests a refund in order to keep the asset without paying for a valid license.

These exclusions do not override mandatory consumer rights.

7. How to request a refund

Send the request to:

asset-support@astravortex.art

Include:

• account email;
• order number;
• product name;
• requested resolution; and
• a description of the issue and relevant evidence, where the request concerns a defect or delivery problem.

A reason or technical description helps investigate the request, but is not required where the customer is exercising a statutory right that does not require a reason.

Do not send passwords, full payment-card details, card security codes, seed phrases, or private wallet keys.

8. Refund review and timing

AstraVortex and the applicable payment provider may verify the order, payment status, download records, product version, license status, fraud indicators, and reported technical issue.

Approved refunds are initiated without undue delay. Where applicable law or a payment provider requires a specific process or deadline, that requirement applies. Banks, card networks, payment providers, and blockchain networks may require additional processing time after a refund is initiated.

The customer will receive confirmation when the refund has been initiated or completed where the relevant system supports such notification.

9. Refund method

Refunds are normally made through the original payment method where supported.

For card, wallet, or local-payment purchases, the payment provider may determine the available refund method, currency conversion, and final posting time.

For cryptocurrency purchases:

• a valid destination address and correct network may be required;
• the customer is responsible for supplying an accurate compatible address;
• blockchain transactions normally cannot be reversed after broadcast;
• network fees, provider limitations, and exchange-rate movement may affect the received amount only to the extent permitted by applicable law and disclosed by the provider; and
• if the original method cannot be used, an alternative method requires the customer’s agreement where required by law.

AstraVortex will never ask for a wallet seed phrase or private key.

10. Effect of a refund, reversal, or chargeback

When a full refund, chargeback, or payment reversal is confirmed:

• the related license ends;
• for a Bundle, the rights and download entitlements granted through that Bundle purchase end for all Included Assets recorded in that order, while separate valid licenses for the same Assets remain unaffected;
• download access may be disabled;
• the customer must stop using the asset and delete retained source files and copies, except where applicable law provides otherwise; and
• completed projects already distributed under a valid license are governed by the Asset License Agreement and the license version recorded with the order.

During an unresolved chargeback, fraud investigation, or refund process, related download access may be temporarily suspended.

11. Partial refunds

Partial refunds may be offered where only part of the product or Bundle is materially affected or where the customer accepts a price reduction instead of repair, replacement, or full refund. A partial Bundle remedy should identify whether any Included Asset entitlement or license is affected; otherwise the Bundle license remains in force.

A partial refund does not terminate the license unless the parties expressly agree otherwise.

12. Mandatory rights

Nothing in this policy excludes, restricts, or replaces rights that cannot be waived under applicable consumer law.

If a provision of this policy conflicts with mandatory law, the mandatory rule applies and the remaining provisions continue to operate.

13. Contact

Questions about delivery, refunds, or payment issues may be sent to:

asset-support@astravortex.art