Refund Policy

Requesting help

Use authenticated Support and provide the Order, invoice, subscription or Service reference plus a factual description. Nocturna will compare the request with provider-confirmed payment/refund state, the accepted document versions, delivery/download history and the applicable quote or License. Stripe remains authoritative for the money movement; Nocturna remains authoritative for Library access and delivery permissions.

Standard digital products

For Templates, Sample Packs and other ordinary paid digital products, a provider-confirmed full refund allocated to one exact Order item ends future entitlement and download access for that exact item. The item, Order, acceptance, License snapshot, refund, entitlement row and download history remain visible as factual history. Files already downloaded cannot be remotely recovered, disabled or protected by DRM. No unrelated Product is revoked.

A partial refund does not revoke the item unless provider-confirmed successful refunds explicitly allocated to that exact item cumulatively equal its full item total. An allocation that is missing, conflicting, over-applied or ambiguous fails closed to Admin review and does not silently revoke access.

Ghost Production products

A Ghost refund or dispute places future downloads and rights disposition on hold. The Ghost remains SOLD and is never automatically relisted. Any rights outcome requires explicit owner review against the exclusive License, payment state, delivery evidence and mandatory law. Previously downloaded files cannot be remotely recalled.

Services

Service eligibility depends on the accepted quote, work performed, delivery state, cancellation circumstances and mandatory rights. A refund changes the financial record but does not erase messages, accepted scope, revisions, bookings, delivered work or evidence. Completed or delivered creative work cannot be technically taken back. The applicable Service Terms and accepted quote govern any cancellation, rescheduling, revision or refund evaluation.

Community membership

Community billing and cancellation follow the Community Terms and Stripe's confirmed subscription/invoice state. Cancellation normally stops future renewal at the applicable period end rather than reversing a completed paid cycle. Credits already redeemed into durable Library entitlements remain. Unused credits expire when paid membership access ends. A provider-confirmed refund or dispute may compensate the applicable paid cycle and its unconsumed benefits without deleting permanent, already redeemed Product rights.

Timing and method

Approved refunds are returned through the original payment provider where available. Provider processing times and bank posting times are outside Nocturna's direct control. Nocturna does not promise a specific statutory outcome or deadline beyond mandatory rights and the facts of the case.