Refund Policy

1. How to request help

Sign in to StarRise, open Contact & Support, select the relevant category, and include the order or transaction reference. Submit the request as soon as reasonably possible after discovering the problem. StarRise may request additional information needed to verify the account, payment, delivery, or seller response.

2. Creative service orders

• Before acceptance or work begins: a paid order that is cancelled before the seller accepts or starts work is generally eligible for a refund.
• After work begins: eligibility depends on work already performed, seller expenses, delivery terms, communications, and the reason for cancellation. A full or partial refund may be appropriate.
• Non-delivery: if the seller does not provide the agreed service and the parties cannot resolve the issue, StarRise may cancel and refund the order after reviewing available records.
• After completion: completed services are generally final unless the service was materially different from the listing or agreement, was not actually delivered, involved fraud, or applicable law requires a refund.

Members should keep instructions, delivery details, and important communications within StarRise whenever possible so the transaction can be reviewed fairly.

3. Digital marketplace items

Because digital items may be delivered immediately and cannot always be returned, paid digital purchases are generally final after the buyer receives access or downloads the file.

A refund may still be considered for a duplicate charge, unauthorized payment, failure to receive access, corrupted or unusable delivery, or an item that is materially different from its listing. A change of mind after access or download does not normally qualify.

4. Talent Fund contributions

Talent Fund contributions are voluntary support and are generally final once successfully processed. A refund may be considered for a duplicate or unauthorized charge, a processing error, fraud, or a campaign that cannot proceed before funds are transferred or used. Contributions are not investments and do not guarantee a reward or project outcome.

5. Duplicate, unauthorized, or incorrect charges

Report duplicate, unauthorized, or incorrect charges immediately through Contact & Support. Protect the affected account and payment method, and include the transaction reference without submitting complete card information. StarRise and Stripe may require verification before acting.

6. Refund processing

Approved refunds are returned through Stripe to the original payment method whenever possible. StarRise records the refund status in the relevant order or transaction history. Banks and card issuers control when the credit appears; it often takes several business days after Stripe processes it.

A pending refund is not complete until the payment processor confirms success. If a refund fails or requires additional action, StarRise may ask the member to verify information or contact the payment provider.

7. Seller earnings and reversals

When an order is refunded, related seller earnings, platform records, transfers, or future payouts may be reduced, delayed, reversed, or offset as permitted by payment-provider rules and applicable law. Sellers must cooperate with reasonable transaction reviews.

8. Chargebacks

Members are encouraged to contact StarRise first so the issue can be investigated quickly. This does not limit any rights available under applicable law. Fraudulent or abusive disputes may result in account restrictions.

9. Legal rights

This policy does not remove consumer rights that cannot be waived. StarRise may approve a refund outside these guidelines when appropriate for safety, fairness, fraud prevention, platform integrity, or legal compliance.

10. Refund support