Muvevi stands behind the quality of every product in the Marketplace. This policy sets out exactly when a refund is available, how to request one, and what happens next. Please read the section relevant to your product type — the rules differ between SaaS subscriptions, apps for sale, templates, and games.
01. Overview
All sales of digital products on the Muvevi Marketplace are final as a general rule, reflecting the instant-access and non-returnable nature of digital goods. Once a file has been downloaded or access has been granted, it cannot be 'returned'. However, Muvevi stands behind the quality and accuracy of every product listed. Where a product fails to deliver what was described, or where a clear technical fault prevents use, a refund will be considered. The specific rules for each product type are set out below.
02. SaaS Subscriptions — Refund Rules
- —SaaS subscriptions (e.g. Motion Library) renew automatically on the billing cycle selected at checkout (monthly or annual). You may cancel at any time from your account settings; cancellation takes effect at the end of the current paid billing period.
- —No partial-period refunds are issued for monthly subscriptions.
- —For annual subscriptions cancelled within 7 days of initial purchase, and where fewer than 3 sessions of substantive use can be demonstrated, a pro-rata refund for the unused months may be considered on a case-by-case basis. After 7 days, annual subscriptions are non-refundable.
- —If Muvevi permanently discontinues a SaaS product, all active annual subscribers will receive at least 30 days' notice and a pro-rata refund for the unused portion of their paid period.
- —Disputes about subscription charges must be raised with Muvevi before initiating any chargeback with your bank. See Section 9 on chargebacks.
03. Apps for Sale (Full Acquisition) — Refund Rules
- —Apps listed as 'App for Sale' are subject to a pre-purchase due diligence process. Metrics, screenshots, and documentation are provided in advance. Buyers are encouraged to ask questions before committing to a purchase.
- —Because a full source code transfer takes place upon payment, refunds are not available after the transfer has been completed and the repository access has been granted.
- —If a technical defect in the transferred files prevents deployment, and Muvevi is unable to resolve the defect within 10 business days of receiving a written report, a full refund will be issued.
- —Buyer dissatisfaction with business performance (revenue, user retention, growth) after acquisition does not constitute grounds for a refund. Performance metrics provided in the listing are historical and are not a guarantee of future results.
04. Templates and Integrations — Refund Rules
- —Templates and integrations are non-refundable once the download link has been accessed or the files have been downloaded.
- —If the product does not function as described — for example, a component that is listed as compatible with a specific framework version but demonstrably does not work with that version — you must report the issue to hello@muvevi.com within 7 days of purchase. Muvevi will first attempt to resolve the issue. If the issue cannot be fixed within 5 business days, a full refund will be issued.
- —Incompatibility caused by your environment, configuration, or a third-party dependency not listed in the product requirements is not eligible for a refund.
- —Purchasing the wrong template by mistake is eligible for an exchange (credit toward another product) if reported within 48 hours of purchase and the files have not been downloaded. After 48 hours or after download, no exchange or refund is available.
05. Games — Refund Rules
- —Games sold in the Muvevi Marketplace are released under the MIT Licence and are priced as one-time purchases.
- —Game purchases are non-refundable once the download has been accessed.
- —If the downloaded files are corrupted and a fresh download does not resolve the issue, contact hello@muvevi.com within 7 days and Muvevi will either provide a working copy or issue a full refund.
06. Eligible Refund Scenarios (All Products)
- —The product does not function as described in the product listing, and Muvevi is unable to resolve the issue within the timeframes stated in the relevant section above.
- —You were charged more than once for the same product due to a payment processing error.
- —The product files are corrupted or incomplete and cannot be resolved by redownloading.
- —The product was purchased but access was never granted due to a technical fault on Muvevi's side.
07. Non-Eligible Scenarios (All Products)
- —You changed your mind after downloading or accessing the product.
- —The product does not fit your specific project requirements (please read the description and compatibility notes before purchasing).
- —You no longer need the product.
- —The product requires a framework, engine, or platform version different from what you are running, where this information was accurately stated on the product page.
- —Issues caused by your local environment, third-party tools, hosting providers, or configurations not listed in the product requirements.
- —Early-access products purchased with the understanding that they are in active development and may be in a pre-release state.
08. How to Request a Refund
- —Email hello@muvevi.com with the subject line: 'Refund Request — [Product Name]'.
- —Include the email address used at purchase, your order or transaction reference number, and a clear description of the issue.
- —Screenshots, screen recordings, or error logs are very helpful and will speed up the review.
- —Muvevi will acknowledge your request within 1 business day and provide a decision within 3 business days.
- —Approved refunds are returned via the original payment method: card payments are reversed through the payment processor (allow 5–10 business days for the credit to appear); M-Pesa refunds are sent to the originating number; bank transfers are reversed to the originating account; PayPal refunds are returned to your PayPal balance.
- —Where the original payment method is no longer available, Muvevi will agree an alternative refund method in writing.
09. Chargebacks
- —Filing a chargeback or payment dispute with your bank or card issuer without first contacting Muvevi is a violation of these Terms and this Refund Policy.
- —Muvevi resolves legitimate refund requests quickly — in the vast majority of cases within 3 business days. Please email us first.
- —In the event of a chargeback filed without prior contact, Muvevi reserves the right to: (a) permanently suspend access to all purchased products; (b) terminate any active subscriptions without refund; and (c) pursue recovery of the chargeback amount plus any fees and costs incurred, through arbitration if necessary.
10. Professional Services
- —This Refund Policy applies solely to digital products sold in the Muvevi Marketplace.
- —For bespoke professional services (web development, mobile apps, code audits, design, video editing, etc.), refund terms are governed by the written Project Agreement signed before work commences.
- —Deposits paid for Service engagements are non-refundable once work has begun. Partial refunds for incomplete work, where Muvevi is at fault, will be calculated proportionally based on deliverables completed and agreed in writing between both parties.
11. Changes to This Policy
Muvevi may update this Refund Policy at any time. Changes will be posted on this page with a revised 'Last updated' date. Purchases made before a policy change are governed by the policy in effect at the time of purchase.
Questions about this policy? Email hello@muvevi.com and we'll respond within 2 business days.