Refund Policy

1. Platform Subscription Refunds

Our refund policy for platform subscriptions (Creator Pro, Small Business, Enterprise) is designed to be fair while preventing abuse.

Service Issues:

• Extended service outages may qualify for partial refunds
• Technical issues preventing normal use for 7+ days
• We'll work with you to resolve issues before considering refunds

2. Creator Content Sales

Refunds for creator content purchases are handled between creators and their customers, with Open Sparrow facilitating the process.

Creator Refund Policies:

• Each creator sets their own refund policy for their content
• Refund terms must be clearly stated on creator profiles
• Customers should review creator policies before purchasing

Default Protection:

• If content is not delivered within 48 hours: automatic refund eligibility
• If content is significantly different from description: dispute process available
• If creator account is terminated: automatic refunds for recent purchases

Digital Content Policy:

• Once digital content is accessed/downloaded, refunds are at creator discretion
• Technical delivery issues qualify for refunds regardless of creator policy
• Subscription tiers: refunds processed for remaining unused time

3. Payment Processing Fees

Platform Subscriptions:

• Processing fees are refunded along with subscription refunds
• We absorb processing costs for legitimate refund requests

Creator Sales:

• Processing fees may be deducted from refunds
• Depends on payment processor policies (Stripe/PayPal)
• Creators are informed of net refund amounts

4. Refund Process

How to Request a Refund:

1. Email support@opensparrow.com with your request
2. Include: account email, transaction details, reason for refund
3. Provide any supporting documentation if applicable
4. We'll respond within 2 business days

Processing Timeline:

• Approved Refunds: Processed within 3-5 business days
• Credit Card: 5-10 business days to appear on statement
• PayPal: 1-3 business days
• Bank Transfer: 5-7 business days

Refund Method:

• Refunds are issued to the original payment method
• If original method is unavailable, alternative arrangements may be made
• Account credits may be offered in lieu of cash refunds in some cases

5. Non-Refundable Items

The following are generally not eligible for refunds:

• Platform Subscription Fees: Monthly or annual subscription fees for platform access
• Voluntary Account Closure: Remaining subscription time when you choose to close your account
• Policy Violations: Accounts terminated for terms of service violations
• Third-Party Fees: External service costs (payment processor fees, etc.)
• Promotional Pricing: Discounted or promotional subscriptions may have different refund terms

6. Dispute Resolution

Internal Process:

• Disputes are first handled by our support team
• Escalation to management for complex cases
• Documentation and communication records are reviewed

External Options:

• Chargeback rights through your payment provider
• Consumer protection agencies in your jurisdiction
• Alternative dispute resolution services

7. Special Circumstances

Technical Issues:

• Platform downtime exceeding 24 hours may qualify for service credits
• Data loss or corruption may result in refunds and compensation
• Security breaches affecting user data may trigger automatic refunds

Creator Account Issues:

• If a creator's account is suspended, active subscribers receive prorated refunds
• Recent content purchases may be refunded if creator cannot fulfill obligations
• Long-term creator absences may qualify subscribers for refunds

8. Refund Policy Changes

We may update this refund policy with reasonable notice:

• Email notifications to active subscribers
• 30-day notice period for significant changes
• Existing subscriptions honor previous policy terms until renewal

9. Contact Information

For refund requests or questions about this policy:

• Email: support@opensparrow.com
• Subject Line: "Refund Request - [Your Account Email]"
• Response Time: 2 business days
• Address: [Your Business Address]