Refunds & cancellation

Before payment

You can leave Stripe-hosted Checkout without completing payment. Returning through the cancellation link can restore the artwork draft in the original browser tab, provided browser storage is available. Check the existing purchase status if you are unsure whether a payment completed.

Immediate digital supply and withdrawal

Paid exports are digital content intended for immediate supply following confirmed payment. Our intended policy offers no additional discretionary change-of-mind cancellation once digital delivery begins, where applicable law permits. This does not override a statutory withdrawal right. EU consumers generally have 14 days to withdraw from a digital-content distance contract, starting when the contract is concluded; missing required information can extend that period.

Consent, confirmation and the withdrawal exception

Before paid Checkout, an unchecked acknowledgement asks you to expressly request immediate digital supply and acknowledge loss of the statutory withdrawal right when supply begins, where permitted by law. We record the statement, time, language and applicable policy versions, and send the confirmation by email on a durable medium after confirmed payment. The exception applies only if all legal requirements are met, including the required confirmation. Payment, generation or download alone is not a waiver. Historical purchases with no recorded consent are not retrospectively treated as having agreed, and missing confirmation or other unmet conditions do not remove applicable rights.

Requesting cancellation or a refund

If a withdrawal right applies to your purchase, you can submit your request online. You may alternatively use the optional model form or send another clear withdrawal statement as described below.

Use the online withdrawal function above with your name, the purchase reference and email from your purchase confirmation, and your explicit withdrawal statement. Check and confirm your details. If they match a Cartivale purchase, we process your request and email an acknowledgement containing your submitted statement and its date and time. The online response alone does not confirm that a withdrawal has been registered or a refund approved. If you cannot find or access your purchase details, do not receive confirmation, or need assistance, send your statement directly to [email protected]. The optional model form is also available, or you can send another clear withdrawal statement to Cartivale at [email protected]. No reason is needed to exercise an applicable withdrawal right. Do not send card details.

Failed generation, faulty files and incorrect charges

Retry generation or download from the existing purchase page without paying again. Contact [email protected] if generation keeps failing, a file is corrupt, defective, non-conforming or incorrectly supplied, or you see a duplicate or incorrect charge. Describe the error and provide a safe order reference. Applicable rights to repair or replacement, price reduction, termination or refund remain preserved, even where a withdrawal exception could validly apply.

Processing and access

Cartivale reviews each request and arranges appropriate remediation or an approved refund through Stripe. There is no automatic refund approval. A successful full refund ends future paid generation and download access; a partial refund is recorded and reviewed without automatically removing all access. We send a full-refund confirmation where an email address remains available. Already downloaded files cannot be removed remotely. Where a statutory withdrawal right applies and you exercise it in time, we reimburse the payments due without undue delay and no later than 14 days after you notify us. We use the original payment method unless you expressly agree otherwise, and charge no reimbursement fee. Manual review does not extend this deadline. Rights concerning faulty or incorrectly supplied digital content remain separate. Paid download access normally lasts 30 days; access expiry and later retention cleanup do not by themselves remove statutory remedies.