Introduction

At Steady Surface, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines our guidelines for refunds and is designed to be fair and transparent. Please read this policy carefully before making a purchase.

By making a purchase through our website, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Types of Products and Services

Our refund policy varies depending on the type of product or service purchased:

1. Digital Products

This includes downloadable resources such as e-books, digital art templates, brush sets, textures, and other digital files.

2. Online Courses and Tutorials

This includes pre-recorded video courses, tutorial series, and educational content.

3. Memberships and Subscriptions

This includes recurring subscriptions to our premium content, member-only resources, and community access.

4. Live Workshops and Events

This includes virtual workshops, webinars, and other scheduled live events.

5. Physical Products

This includes any tangible items that are shipped to you, such as printed materials, art supplies, or merchandise.

Refund Conditions

Digital Products

Due to the nature of digital products, which can be downloaded and copied, all sales of digital products are generally final. However, we may consider refunds in the following circumstances:

• The digital product is demonstrably defective or corrupted and cannot be accessed or used as intended.
• The product description was materially misleading about the content or functionality of the product.
• You have not downloaded, accessed, or used the digital product (this may be verified through our systems).

Refund requests for digital products must be submitted within 7 days of purchase.

Online Courses and Tutorials

We offer a 14-day satisfaction guarantee for our online courses and tutorials. If you are not satisfied with your purchase, you may request a refund within 14 days of your purchase date, provided that:

• You have completed no more than 25% of the course content.
• You can provide specific feedback about why the course did not meet your expectations.

Memberships and Subscriptions

For monthly subscriptions:

• You may cancel your subscription at any time. Cancellation will take effect at the end of your current billing cycle.
• No partial refunds will be issued for unused portions of the current billing period.
• If you cancel within 7 days of your initial subscription purchase and have not accessed the premium content, you may be eligible for a full refund of your first payment.

For annual subscriptions:

• If you cancel within 14 days of purchase and have accessed minimal content, you may be eligible for a full refund.
• If you cancel after 14 days but within the first 30 days, a partial refund may be provided at our discretion.
• No refunds will be issued for cancellations after 30 days of purchase.

Live Workshops and Events

For live workshops and events, our refund policy is as follows:

• Cancellation 14 or more days before the event: Full refund
• Cancellation 7-13 days before the event: 50% refund
• Cancellation less than 7 days before the event: No refund

If you are unable to attend, you may transfer your registration to another person at no additional cost, or you may be offered access to a recording of the event when available.

Physical Products

For physical products, we offer a 30-day return policy. To be eligible for a return, your item must be:

• In the same condition that you received it
• In the original packaging
• Unused and undamaged

Shipping costs for returns are the responsibility of the customer unless the return is due to our error (such as shipping the wrong item or a defective product).

Exclusions and Limitations

Non-Refundable Items

The following items are non-refundable under any circumstances:

• Gift cards or promotional credits
• Downloadable products that have been accessed or downloaded
• Customized or personalized products
• Services that have been fully rendered
• Bundle discounts or special promotional offers marked as non-refundable

Circumstances Beyond Our Control

We are not responsible for refunds due to circumstances beyond our control, including but not limited to:

• Technical issues on your device or with your internet connection that prevent access to our products
• Changes in your personal circumstances after purchase
• Incompatibility with your specific software or hardware, unless explicitly stated in the product description

Refund Process and Timeline

How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team at [email protected] with the subject line "Refund Request"
2. Provide your order number, purchase date, and the product or service for which you are requesting a refund
3. Explain the reason for your refund request
4. Include any relevant documentation or evidence to support your request (screenshots, error messages, etc.)

Processing Timeline

We aim to process all refund requests promptly:

• We will acknowledge your refund request within 2 business days.
• We will make a decision regarding your refund request within 5 business days.
• If approved, refunds will be processed within 10 business days of approval.

Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer.
• PayPal refunds are usually processed within 1-3 business days.
• Bank transfers may take 5-7 business days to process.

Please note that processing times are estimates and may vary depending on your financial institution.

Special Circumstances

Technical Issues

If you experience technical issues that prevent you from accessing or using our products or services, please contact our technical support team at [email protected] before requesting a refund. In many cases, we can resolve technical issues and ensure you have full access to your purchase.

Account Suspension or Termination

If your account is suspended or terminated due to a violation of our Terms and Conditions, you may not be eligible for a refund of any active subscriptions or unused portions of services.

Pricing Errors

In the rare event of a significant pricing error, we reserve the right to cancel orders and issue a full refund if a product is incorrectly priced due to typographical, system, or other error.

Exceptional Circumstances

We understand that exceptional circumstances can arise. If you believe your situation warrants special consideration outside of our standard refund policy, please contact us at [email protected] with a detailed explanation. We will review such requests on a case-by-case basis.

Factors we may consider include:

• Length of customer relationship
• Purchase history
• Nature of the exceptional circumstance
• Time elapsed since purchase

Please note that decisions regarding exceptional circumstances are at our sole discretion.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review our Refund Policy periodically for changes. Your continued use of our website and services following the posting of changes constitutes your acceptance of such changes.

Contact Information

If you have any questions about our Refund Policy, please contact us at:

Steady Surface
Flat 05 Jennifer Unions Lake
Seanfurt RG14 2NL
United Kingdom

Email: [email protected] (for refund inquiries)
General inquiries: [email protected]
Phone: +44 1798 420431