Effective date: 5 July 2026 Operator: Craftolin ("Craftolin", "we", "us", "our")
This policy explains how refunds work on the Craftolin marketplace. It must be read with the Terms & Conditions, Marketplace Policy, and Delivery Policy.
1. Key Principle — Payments Are Off-Platform
1.1 Craftolin is a facilitator and does not collect, hold, escrow, or process any payment between Customers and Partners.
1.2 All payments are made directly between the Customer and the Partner using a method they agree (for example, advance payment or payment on delivery). The app may record payment mode and amounts for tracking only.
1.3 Because Craftolin never receives the money, Craftolin cannot issue refunds. Any refund is the responsibility of, and is arranged directly between, the Customer and the Partner.
2. Refunds Between Customer and Partner
2.1 Refund eligibility, amount, and method are determined by the agreement reached between the Customer and Partner at the time of the order (including any advance and balance arrangement) and by applicable consumer-protection law.
2.2 Partners are expected to deal fairly and honour refund commitments they make to Customers. Customers are expected to raise refund requests directly with the Partner promptly.
3. Custom and Made-to-Order Items
3.1 Many products on Craftolin are custom, personalised, or made-to-order. Such items may not be returnable or refundable once production has started, unless they are defective, materially different from what was agreed, or not delivered. Customers should confirm the Partner's refund terms before confirming the agreement (including before relaying the in-app agreement code).
4. Order Cancellation and Its Effect on Payments
4.1 Unanswered requests: A Requirement that a Partner does not respond to within 24 hours is automatically rejected by the system. No order is created and no payment obligation arises.
4.2 Accepted orders: Once an order is accepted, it cannot be cancelled within the app. Any cancellation, and any refund of amounts already paid, must be agreed directly between the Customer and the Partner.
5. Craftolin Subscription Fees (Partners)
5.1 Partner subscription plans (Starter, Growth, Pro) and the free trial are described in the Subscription Terms.
5.2 Subscription fee refunds, if any, are governed by the Subscription Terms. The free 60-day trial carries no charge.
6. Disputes
6.1 Craftolin may, at its discretion and without obligation, provide a channel to report problems and may share relevant order records to help users resolve disputes, but Craftolin is not a party to the payment and is not responsible for issuing or guaranteeing refunds.
6.2 Unresolved disputes are between the Customer and the Partner and remain subject to applicable law and the Disclaimer & Limitation of Liability.
7. Contact
To report an order or refund problem, contact john@gmail.com. See Support & Contact Policy.