1. Report within 24 hours
If credentials or account access are missing, incorrect, materially different from the listing or not working at delivery, the buyer must open a complaint from the order page within 24 hours after delivery or access reveal. Include the order reference, a clear description and safe evidence without exposing passwords or unrelated personal data.
2. Seller gets a chance to resolve
The seller is notified and normally receives a reasonable first opportunity to diagnose the issue, correct delivery, replace eligible access or restore the promised service. The buyer must reasonably cooperate with safe troubleshooting inside the order chat.
3. When a refund may be approved
If evidence confirms that the promised access did not work and the seller cannot resolve it, Subspaces may approve a full or proportionate refund. Admin may review the listing, delivery timestamps, protected chat, login limitations and submitted evidence before deciding.
4. Common exclusions
- Change of mind after digital access was revealed or used, except where mandatory law provides otherwise.
- Buyer-caused lockout, password change, credential sharing, unsupported device, disclosed limitation or use outside the listing terms.
- Off-platform payment or agreement that Subspaces cannot verify.
- False, manipulated or abusive claims.
5. Refund timing
After a refund is approved and initiated, it is generally credited to the original payment method within 5–7 business days. Banks and payment providers control final posting time, so an external delay may occur. Subspaces will provide the available refund reference or status.
6. Extended access and statutory rights
A failure occurring after the first 24 hours may still be reported as a general complaint or under an expressly displayed warranty/access period. The 24-hour initial reporting rule does not remove rights that cannot legally be waived under applicable consumer law.
7. Chargebacks and duplicate recovery
Contact support before filing a payment dispute so the order can be investigated. A buyer cannot receive both a platform refund and a chargeback for the same amount. Fraudulent chargebacks or fabricated evidence may lead to restriction and lawful recovery action.