Refund Policy

1) Scope

• This policy covers all products/services sold through Masi.am or our Payhip store.
• Local consumer laws (Republic of Armenia) may grant additional rights.

2) Digital Downloads (Templates, Checklists, Packs)

• Instant access: Files are delivered immediately after purchase via email/download link.
• Refunds are generally not provided for downloadable files once delivered, due to the nature of digital content.
• We will refund or replace if the file is defective or unusable and we cannot resolve promptly (e.g., corrupt download, broken link, permission issue).
• We will assist with access issues (expired link, wrong email, ZIP extraction, Canva/Docs permissions) to ensure you can use the product.
• Customization requests are not part of the download refund criteria unless specifically included in the product description.

3) Service Engagements (Web, Branding, E-com, AI, Consulting, Career)

• Deposits/Retainers secure scheduling and discovery; they are non-refundable once work begins.
• Milestones are invoiced as defined in your scope; payments reflect work completed to date.
• Satisfaction: we include revisions per package. If deliverables materially deviate from the agreed scope, we will correct them within reason.
• Cancellation by client: you owe fees for work performed and committed third-party costs; unused portion may be refunded at our discretion.
• Cancellation by Masi.am (rare): we’ll refund any unearned, prepaid amount.

4) Subscriptions (e.g., Website Care & Updates)

• Renewals: Subscriptions automatically renew each cycle as shown at checkout.
• Cancel anytime: cancel before the next billing date to avoid renewal charges.
• Pro-rations: partial-cycle refunds are typically not issued once a cycle starts, but service will continue until period end.
• Service credits may be offered for documented outages or missed targets under a Care Plan, at our discretion.

5) Eligibility Criteria

• Request is made by the original purchaser with proof of purchase (email and order ID).
• No signs of misuse, unauthorized distribution, or ToS violations.
• For downloads, the issue is reported within 14 days of purchase; for services, within the project term.
• Where applicable, access is revoked upon refund (download links disabled, licenses withdrawn).

6) How to Request a Refund

1. Use the form below or email billing@masi.am with your order ID, product/service name, and reason.
2. For file issues, include screenshots/video and the email used at checkout.
3. We will review and reply with a resolution, replacement, or refund decision.

7) Review & Refund Timelines

• Response time: we aim to reply within 2 business days.
• Resolution: simple file issues are usually fixed within 1–3 business days.
• Refund posting: if approved, refunds are issued to the original payment method; bank posting may take 3–10 business days.

8) Chargebacks & Disputes

If you believe a charge is in error, please contact us first. Unauthorized disputes may delay resolution. We’ll provide order records to the payment provider as needed.

9) Contact

• Billing: billing@masi.am
• Support: support@masi.am
• WhatsApp: +374 77 036 356