Refunds & disputes

• Refunds on a purchase are issued through EternalEngine PayGate against the original charge — by the seller, or by us on the seller's behalf.
• A full refund marks the order refunded and revokes the download. A partial refund is recorded and you keep the download.
• Official EternalEngine products (sold by EternalEngine LLC and shown with the Official badge) have a no-questions-asked full refund within 14 days of purchase.
• Products from every other seller are refunded case by case, seller first. There is no automatic refund window on them.
• Nothing here limits the rights you have under the consumer law of where you live.

Products sold by EternalEngine LLC and shown with the Official badge carry a full refund within 14 days of purchase, no questions asked. You do not have to give a reason and you do not have to contact a seller first.

• Email info@eternalengineos.io with your order number, shown beside each order in your purchases.
• The refund is for the full amount, paid by card through PayGate and returned to the card you paid with.
• A full refund takes the product out of your library and revokes the download.

This applies only to official EternalEngine products. Products from every other seller are handled case by case under the sections below. The EU and UK right described further down is separate and is not limited by this section.

For products from other sellers, a refund request is reasonable, and we will support it, when:

• the product does not work as described and the seller cannot or will not fix it within a reasonable time;
• the product is materially different from its listing — wrong content, missing files, a different version than advertised;
• the file could not be downloaded from your library and the problem is not resolved;
• the listing was removed for a policy or rights breach shortly after you bought it;
• you were charged more than once for the same product.

For products from other sellers, a refund is generally not given when:

• you changed your mind or no longer need the product;
• the product requires skills, software or hardware the listing named and you do not have;
• you bought the wrong product by mistake, where a comparable product was clearly described;
• the product was free — there was no charge to refund.

For an official EternalEngine product, email us as described under Official EternalEngine products above: no seller contact and no reason needed. For a product from any other seller:

1. Find your order number in your purchases (the order code shown beside each order).
2. Contact the seller through the contact details on their seller page or in your order email, with the order number and what went wrong. Sellers issue refunds through PayGate.
3. Escalate to us if the seller does not respond within a reasonable time or you cannot agree: email info@eternalengineos.io with the order number, the seller, what you expected, what you received, and what you have already tried. We read every message and aim to reply within one business day.

When a full refund is issued, the marketplace marks the purchase refunded, your download link stops working, and the sale is removed from the seller's totals. Any installation you made into your EternalEngine workspace should be removed by you, as the licence that covered it ends with the refund (see the Buyer License). A partial refund leaves the purchase completed and the download available.

Refunds return to the payment method you used, on your card issuer's timeline.

If you dispute a charge with your card issuer, a dispute is opened against the seller's PayGate payout account and PayGate records it. The dispute then follows the card network's process, which is slower and less flexible than a refund. If a chargeback is opened while a refund request is being handled, the refund request is closed and the outcome is decided by the dispute.

Consumers in the European Union and the United Kingdom have a statutory 14-day right of withdrawal on distance purchases. For digital content that is delivered immediately, that right ends once you have expressly consented to immediate delivery and acknowledged that you lose it. Where that consent has not been given, you keep the right, and you can exercise it by emailinginfo@eternalengineos.io within 14 days of purchase with your order number. Your statutory rights for faulty or misdescribed digital content are not affected by anything on this page.

This page is part of the Marketplace Terms. Your EternalEngine subscription (if you have one) is refunded under the EternalEngine Terms, not this page.