Effective Date: March 7, 2026
At Caywork, we want you to feel confident about your digital credit purchases. This policy explains how returns and refunds work for all transactions.
Quick Reference
| Question | Answer |
|---|
| Can I return digital credits? | Yes, within 45 days if unused or if a technical issue prevented use |
| How long do I have? | 45 days from the date of purchase |
| What if I've used some credits? | Partial refunds may be available for unused balance |
| How do I request a refund? | Email [email protected] with your order details |
| How long does processing take? | 5–10 business days after approval |
| What's the refund method? | Original payment method |
Our Refund Policy: What You Need to Know
Digital Credits Are Final Sales With Important Exceptions
All purchases of digital credits are final once the transaction is completed. However, we understand that circumstances change and technical issues happen. That's why we offer refunds under specific conditions outlined below.
You Can Get a Refund If:
- You haven't used your credits yet If your credits remain completely unused, you can request a full refund within 45 days of purchase.
- You've used only part of your credits If you've spent some credits but have an unused balance remaining, we may refund the unused portion. This is reviewed case-by-case.
- A technical issue prevented you from using your credits If a bug, system error, or technical problem prevented you from accessing or using your credits within 30 days of purchase, contact us immediately. We'll investigate and may restore your credits, issue a refund, or provide a resolution at our discretion.
- You were charged twice by mistake If your account was charged multiple times for a single purchase, we'll refund the duplicate charge immediately upon verification.
- Your account was compromised If someone used your account without your permission and spent your credits, report it to us right away. We'll investigate and refund unauthorized purchases after confirming fraud.
- You made an unauthorized purchase If someone else made a purchase on your account without consent, we'll help you recover your account and process a refund.
We Cannot Refund:
- Credits already spent or redeemed Once you've used your credits for transactions or services, that portion cannot be refunded.
- Requests made after 45 days Refund requests must be submitted within 45 days of your original purchase date. After this window closes, we cannot process refunds.
- Change of mind If you've accessed your account, understood the product, and decided you don't want it, we cannot offer a refund.
- Promotional or bonus credits Credits received as promotional bonuses, discounts, or special offers are non refundable unless the promotion terms explicitly state otherwise.
- Gift purchases Credits purchased as gifts cannot be refunded, except by the original purchaser within 45 days of purchase.
- Expired credits If credits expire (if applicable to your plan) and you don't use them before the expiration date, they cannot be refunded.
How to Request a Refund
Step 1: Contact Support
Email us at [email protected] within 45 days of your purchase.
Step 2: Provide Details
Include the following information in your email:
- Your account email address
- Order ID or transaction reference number
- Purchase date
- Reason for your refund request
- Any relevant screenshots, error messages, or documentation
Step 3: We Review Your Request
Our support team will investigate your case and respond within 5 to 10 business days with a decision.
Step 4: Refund Processing
If your refund is approved, we'll process it to your original payment method within 5 to 10 business days. You'll receive a confirmation email once the refund is initiated.
Special Circumstances & Exceptions
Technical Issues
If you experience a technical problem that prevents you from using your credits:
- Report it immediately to [email protected]
- Include error messages, screenshots, and details about what happened
- Do this within 30 days of your purchase for the best chance of resolution
We may:
- Restore your credits to your account
- Issue a full refund
- Offer replacement credits
- Provide another appropriate resolution
Billing Errors
If you were charged the wrong amount or charged multiple times:
- Contact us immediately with your order details
- Provide proof of the error (screenshots of your bank statement, email receipts, etc.)
We'll verify the error and refund the incorrect charge right away.
Unauthorized Purchases & Account Compromise
If your account was used without your permission:
- Report it to us immediately at [email protected]
- Change your password and enable two-factor authentication
- Provide details about what happened and when you discovered it
We'll:
- Investigate the unauthorized activity
- Secure your account
- Issue a refund for fraudulent charges
- Help you regain full access to your account
Alternatives to Refunds
If you don't want a refund, you can request:
- Store credit We'll apply your refund amount as credit toward future Caywork purchases
Refund Status & Tracking
Once you submit a refund request:
- Receive email updates as your request moves through review and processing
- Contact support anytime for updates: [email protected]
- Ask for escalation if you believe a decision was made in error
Disputes & Appeals
If you disagree with a refund decision:
- Reply to our support email within 14 days with additional information or context
- Request escalation to our management team
- Provide documentation that supports your case (receipts, error logs, screenshots, etc.)
We review all appeals fairly and transparently. Our goal is to reach a resolution that's fair to both you and Caywork.
Policy Updates & Changes
We may update this policy from time to time to reflect changes in our business, legal requirements, or customer feedback.
How we communicate changes:
- Minor updates (clarifications, formatting) take effect immediately
- Significant changes that reduce your refund rights will be communicated via email at least 30 days before taking effect
- We recommend reviewing this policy periodically
The most recent version is always available on this page.
Last Updated: March 7, 2026