Teoru Refund Policy

(Updated Version – January 2026)
Effective Date: December 23, 2025
Last Updated: January 23, 2026

Teoru is operated by Calvra Group LLC.

1. GENERAL POLICY

Teoru performs a best-effort manual review of digital assets for quality, originality signals, and license clarity before listing. However, such reviews do not constitute a legal guarantee of non-infringement, exclusivity, or perfection.

Due to the nature of digital products — which are immediately accessible upon purchase and download — all sales are generally final.

This Refund Policy explains the limited circumstances under which refunds may be considered and the process for submitting a request.

Refund determinations are made at Teoru’s discretion in accordance with this Policy.

2. WHEN REFUNDS MAY BE CONSIDERED

Refunds may be considered under the following circumstances:

2.1 Product Does Not Match Description

If the purchased asset is materially different from its listed description, specifications, preview images, or stated capabilities, you may submit a refund request within 7 days of purchase.

You may be asked to provide supporting evidence, such as:

Screenshots comparing preview to actual product
File details showing mismatch with listed specifications
Explanation of how the product materially differs

Minor stylistic differences, subjective dissatisfaction, or personal preference generally do not qualify.

2.2 Corrupted or Unusable Files

If downloaded files are corrupted, incomplete, missing essential components, or cannot be opened using software explicitly stated in the listing, you must contact support within 48 hours of purchase.

Teoru may, at its discretion:

Attempt to facilitate a corrected or replacement file
If the issue cannot reasonably be resolved, consider issuing a refund

Providing screenshots, error messages, or logs may help expedite review.

2.3 Duplicate Purchase

If you accidentally purchase the exact same product more than once within a short timeframe, you may contact support within 48 hours.

After verification, a refund may be issued for the duplicate charge.

Purchasing similar or related products does not qualify as a duplicate purchase.

2.4 Copyright or License Concerns

dmca@teoru.com. If you believe a purchased asset infringes third-party copyright or does not carry the commercial usage rights described, you may report the issue to:

Teoru may:

Request additional documentation
Investigate the claim
Remove the product if a violation is substantiated
Consider issuing a refund where appropriate
Take action against the creator

There is no fixed reporting deadline for substantiated copyright concerns.

2.5 Technical Platform Errors

If you were charged but could not access your purchase due to a verified platform error (such as system malfunction or payment confirmation failure), you must contact support promptly.

Teoru may:

Restore access to the product, or
Issue a refund if access cannot reasonably be restored

This section does not apply to user errors (e.g., purchasing the wrong product, losing access to email, or failing to download within a reasonable timeframe).

3. WHEN REFUNDS ARE GENERALLY NOT AVAILABLE

Refunds are generally not granted in the following circumstances:

3.1 Change of Mind

You no longer need the product
You found another product
Your project plans changed

Digital products cannot be “returned” after access.

3.2 Subjective Quality or Style

Dissatisfaction with artistic style
Product matched description but did not meet personal taste
Expectations not explicitly stated in the listing

Creative preferences vary and do not qualify as defects.

3.3 Technical Incompatibility (Unless guaranteed)

Your device or software does not support the file format
You lack required software to open the file

Refunds may be considered only if compatibility was explicitly guaranteed and proven inaccurate.

3.4 User Error

Purchasing the wrong product
Misunderstanding product purpose
Failure to read description
Deleting files after download

Support may resend download access where technically feasible.

3.5 Delayed Requests

Description-based claims submitted after 7 days
Technical claims submitted after 48 hours

Exception: substantiated copyright issues may be reported at any time.

3.6 Commercial Use Already Occurred

If the product has already been:

Published
Delivered to clients
Used in advertising
Distributed publicly

A refund will generally not be granted, as value has already been received.

3.7 Abuse or Bad Faith Requests

Teoru may deny refund requests involving:

Repeated refund abuse
False claims
Threats or harassment
Attempts to obtain products without payment

Accounts engaging in abusive behavior may be restricted or terminated.

4. REFUND REQUEST PROCESS

Step 1: Contact Support

Email: support@teoru.com
Subject: Refund Request – Order #[Number]

Recommended timeframes:

Technical issues: within 48 hours
Description issues: within 7 days
Copyright issues: anytime

Step 2: Provide Information

You may be asked to provide:

Order number
Product name
Explanation of issue
Supporting evidence

Incomplete submissions may delay review.

Step 3: Review

Teoru may:

Verify the transaction
Review submitted evidence
Contact the creator
Test the product

Reviews typically occur within 2–3 business days, though complex cases may take longer.

Step 4: Outcome

You will receive an email decision, which may include:

Refund approval
Replacement file
Store credit option
Refund denial with explanation

Step 5: Processing

If approved, refunds are processed to the original payment method via Stripe.

Processing time may vary depending on payment provider and bank policies.

Teoru is not responsible for bank-side delays.

5. PARTIAL REFUNDS AND ALTERNATIVES

Teoru may, at its discretion, offer:

Partial refunds (where issue is minor but legitimate)
Store credit (non-transferable unless stated)
Product replacement

All alternatives are voluntary and subject to eligibility review.

6. CHARGEBACKS AND PAYMENT DISPUTES

Users are strongly encouraged to contact Teoru before initiating a chargeback.

Improper or abusive disputes may result in:

Account suspension
Account restriction
Termination
Reporting to payment processors where appropriate

Teoru reserves the right to investigate disputed activity to protect the Platform.

7. FRAUD PREVENTION

Teoru actively monitors for refund abuse.

Verified abuse may result in:

Account termination
Loss of access
Restriction from future purchases

8. SPECIAL CIRCUMSTANCES

Teoru may consider flexibility in exceptional cases, including:

Verified platform outages
Creator removal for serious violations
Exceptional hardship

All accommodation remains at Teoru’s sole discretion.

9. CHANGES TO THIS POLICY

This Refund Policy may be updated periodically.

Refunds are evaluated under the version in effect at the time of purchase.

10. CONTACT INFORMATION

Refund Requests: support@teoru.com
Subject: Refund Request – Order #[Number]

Mailing Address:
Calvra Group LLC
82 Wendell Ave STE 100
Pittsfield, MA 01201
USA