At Files Ground, customer satisfaction is a top priority. However, due to the nature of our digital products, there are specific guidelines around refunds. Please read this Refund Policy carefully to understand your rights and the conditions under which refunds are granted.
1. General Policy
Since Files Ground offers digital, non-tangible products (such as stock images, videos, and other media), we cannot provide refunds once the content has been accessed, downloaded, or delivered. All sales of digital content are final and non-refundable, except in cases where there is a technical issue with the file that makes it unusable.
2. Eligibility for Refunds
Refunds may only be issued under the following conditions:
- Technical Issues: If the content you downloaded is corrupted, damaged, or otherwise unusable and the issue cannot be resolved through troubleshooting or a replacement file.
- Non-Receipt of Content: If for some reason you did not receive the download link or access to the purchased content, despite payment being completed, and the issue cannot be resolved.
3. Non-Refundable Situations
You are not eligible for a refund if:
- You changed your mind after purchasing.
- You no longer need the digital content.
- You claim dissatisfaction after the content has been accessed or downloaded.
- The content does not meet your expectations for a specific project (e.g., resolution, style, or artistic quality), unless the content was misleadingly represented.
4. Requesting a Refund
If you believe you qualify for a refund based on the conditions above, please follow these steps:
- Contact Customer Support at [email protected] within 7 days of your purchase.
- Provide your order details, including the order number, purchase date, and the reason for the refund request.
- If the issue relates to a technical problem with the content, please include screenshots or error messages, if applicable.
Our team will review your request and get back to you within 5 business days. If the refund is approved, it will be processed via the original payment method within 7-10 business days.
5. Exchanges
In certain cases, Files Ground may offer to exchange the faulty content with another similar file instead of issuing a refund. This option will be provided where appropriate and at the discretion of Files Ground.
7. Contact Information
For any inquiries or concerns regarding this Refund Policy, please contact us at:
Email: [email protected]