Refund Policy

Last updated: September 2026

This Refund Policy explains when and how refunds are issued for purchases made on www.openpuzzle.ai (the “Platform”). It forms part of our Terms of Service. Nothing in this policy limits any statutory consumer rights you may have under applicable law, which always take precedence.

1. Overview

Because the Platform sells digital products (software solutions, templates, and related deliverables), most purchases are delivered immediately and cannot be “returned” in the physical sense. We therefore handle refunds based on whether the product is materially as described and functional, as set out below.

2. Refund Eligibility — Ready-Made Solutions

You may request a refund for a ready-made Solution within 14 days of purchase if any of the following applies:

The Solution is materially different from its listing description (missing major advertised features, wrong product delivered);
The Solution is defective or does not work as described, and the Vendor cannot resolve the issue within a reasonable time;
You were charged in error, charged more than once for the same item, or charged but never received access to the purchased Solution.

3. When Refunds Are Not Issued

3.1 Change of mind

Except where mandatory consumer law provides otherwise (e.g., the EU 14-day withdrawal right for distance selling, subject to the digital-content waiver below), we do not issue refunds simply because you changed your mind, found the product cheaper elsewhere, or no longer need it.

3.2 Downloaded / accessed digital content

For consumers in jurisdictions with a statutory withdrawal right: by purchasing and immediately downloading or accessing a digital product, you expressly consent to immediate delivery and acknowledge that you lose any withdrawal right once delivery has begun — to the extent permitted by law.

3.3 Other exclusions

Customized solutions — Solutions built or customized to your specifications are generally non-refundable once work has begun, except where the final deliverable materially fails the agreed specification;
Refunds requested more than 14 days after purchase, except for an unresolved defect;
Purchases made in violation of our Terms of Service, including fraud or abuse of this policy;
Issues caused by your own environment (incompatible infrastructure, missing dependencies clearly stated in the listing) rather than by the Solution itself;
Renewal payments for subscriptions after the renewal has been billed — cancel before the renewal date instead.

4. Subscriptions

For subscription-based Solutions, you may cancel at any time and the cancellation takes effect at the end of the current billing period. We do not refund partial billing periods, except where required by law or where the Solution became permanently unavailable during the paid period.

5. How to Request a Refund

Sign in and go to My Orders, open the order, and use the order enquiry option — or email support@openpuzzle.ai with your order number.
Describe the issue. For defective products, we will first connect you with the Vendor to attempt a fix — most problems are resolved this way.
If the issue cannot be resolved, we will review the request against this policy and confirm the outcome by email.

6. Refund Processing

Approved refunds are returned to the original payment method, typically within 5–10 business days depending on your bank or card issuer.
The refunded amount is the purchase price paid. The platform transaction fee is deducted from the Vendor's account; no separate fee is charged to you for the refund.
When a refund is issued, your license to use the refunded Solution is revoked and you must delete all copies in your possession.
Repeated refund requests may be flagged for review and can lead to account restrictions.

7. Disputes and Chargebacks

Please contact us before initiating a chargeback with your bank — chargebacks permanently damage Vendors' standing and are treated as a last resort. We actively dispute fraudulent chargebacks and may suspend accounts that abuse them. If a chargeback is resolved in your favour by the payment processor, it replaces (rather than adds to) a refund under this policy.

8. Statutory Rights

If you are a consumer, you may have additional statutory rights (including non-excludable guarantees, such as those under the Australian Consumer Law or equivalent regimes). This policy is in addition to, and does not limit, those rights.

9. Changes to This Policy

We may update this Refund Policy from time to time; the version in force at the date of your purchase applies to that purchase. Material changes will be announced on the Platform.

10. Contact

Refund questions: support@openpuzzle.ai.