Legal

Refund Policy

When refunds apply, how to request one, how long they take, and how disputes work. Every order on the Marketplace is covered by buyer protection. Last updated 2026-04-16.

1. Overview

The Marketplace offers a full money-back guarantee for orders that aren't delivered as described. Because the products are digital (source code, 3D models, audio files, hosting services), our refund rules focus on delivery as described rather than the change-of-mind "return window" model used for physical goods.

This Refund Policy forms part of the Terms of Service. In the event of a conflict on a refund-specific matter, this Policy controls.

2. When You're Eligible for a Refund

A refund is available when one or more of the following applies:

  • The seller did not deliver the order within the delivery window shown on the gig page, and has not communicated a delay.
  • The delivered product materially differs from the description — missing features, wrong framework, missing file formats, or functionality that was advertised but doesn't exist.
  • The delivered product does not function as a reasonable buyer would expect — crashes the server on boot, fails to load, or otherwise is unusable even after the seller has had a reasonable chance to fix it.
  • The seller is unresponsive for more than 48 hours (business days) on a blocking issue, after the buyer has made a reasonable attempt to contact them through the order message system.
  • Duplicate or erroneous charge — the Marketplace charged for an order that was not placed, or charged twice for the same order.
  • Commission scope materially missed — a custom commission is delivered that fails to meet the agreed written brief, and revisions have been exhausted without resolution.

3. When You're Not Eligible

Refunds do not apply in the following situations:

  • Change of mind after a successful download — digital products cannot be "returned," and the act of downloading evidences delivery for pre-made gigs.
  • Skill mismatch — you decided you can't install the product yourself, when installation wasn't included in the tier you purchased. Upgrade to a tier with remote install, or commission installation as a separate order.
  • Third-party incompatibility — the product works as described but conflicts with another script or resource you have installed. The seller's obligation is to their own gig, not to every combination on your server.
  • Feature requests presented as "defects" — if a feature was not listed on the gig page, its absence is not a defect. Order a custom commission for additional functionality.
  • Violation of seller license terms — redistribution, leaking, or unauthorized resale of the purchased content forfeits refund eligibility and may result in additional action.
  • Buyer-caused damage — the product was modified, combined with incompatible content, or operated outside the environment described in the gig page, and the resulting issue was not present on delivery.
  • Chargebacks filed without contact — initiating a chargeback with your bank or payment provider without first attempting resolution with the seller and the Marketplace will be contested. See Section 8.

4. How to Request a Refund

The refund flow has three steps, in order:

  1. Contact the seller first. Open the order page and use the message button. Describe the issue clearly, attach screenshots or error logs, and ask the seller to deliver the missing item, provide a revision, or (if they agree) issue a direct refund. Most issues resolve at this step within 24 hours.
  2. If the seller is unresponsive or refuses — open a dispute from the same order page ("Open dispute" button). Provide the same details you sent the seller, plus any follow-up correspondence. The Marketplace support team reviews both sides within 24 hours.
  3. Resolution. Support reviews the listing description, the delivered files, the message history, and any screenshots or logs. Depending on the finding, the outcome is one of: full refund, partial refund, revision directed to the seller, or denial of the refund request. Decisions are communicated in writing on the order page.

5. Timing

  • Dispute review — initial review within 24 hours of opening a dispute.
  • Dispute resolution — typically within 5 business days; up to 10 business days for complex commission disputes that require review of milestones and specifications.
  • Refund processing — once a refund is approved, funds are returned to the original payment method. Processing is initiated within 1 business day; the actual credit appearance depends on your bank or PayPal (typically 3–5 business days, sometimes up to 10 for international cards).
  • Partial refunds follow the same timing.

6. Partial Refunds

Not every dispute is "all or nothing." Partial refunds are appropriate when:

  • Part of a multi-item pack was delivered correctly and part was defective or missing.
  • A commission was delivered with most features working but specific agreed features missing or broken.
  • Delivery was late, causing demonstrable harm, but the final product is usable.
  • A Premium tier was delivered as a Standard tier (missing the Premium-specific inclusions).

Partial refund amounts are determined by support based on the proportion of the listing that was delivered correctly. Both buyer and seller can propose a settlement amount during the dispute process.

7. Commission-Specific Terms

Custom commissions work slightly differently because they involve bespoke work priced per project.

  • Before the first milestone is approved — full refund available if the seller has not begun work or has abandoned the project.
  • Between milestones — partial refund available proportional to the work delivered and approved so far. Work the buyer has already approved is not refundable on the basis of later disagreement about that milestone.
  • After final delivery — refund only if the delivered commission materially misses the agreed written brief, and revisions have been exhausted.
  • Scope creep — requests for additional work beyond the agreed brief are a separate order, not a refund scenario. Sellers may quote a new fixed price for scope increases during the project.

8. Chargebacks

We strongly prefer to resolve disputes through the Marketplace's dispute system rather than through your bank. Filing a chargeback without first contacting the seller and the Marketplace:

  • Will be contested using our delivery records, message history, and order logs.
  • May result in account suspension pending resolution, including loss of access to previously-purchased content during the suspension.
  • Is considered a breach of the Terms of Service if used to obtain a refund that would not otherwise be payable under this Policy.

If you've already filed a chargeback and want to withdraw it to use the Marketplace dispute process instead, email billing@fivem.market.

9. Seller-Initiated Refunds

Sellers may issue a refund directly from the order page at any time, for any reason, up to the full order amount. This is common for late commissions, tier mismatches, or simple goodwill. Seller-initiated refunds do not require a dispute and process on the standard timing described in Section 5.

10. Hosting-Category Specifics

Hosting plans (VPS, dedicated, managed cloud) sold through the Marketplace follow the same delivery-as-described principle, with these additions:

  • Initial 7-day window — full refund available if the hosting provider fails to deliver a working server within 7 days of the order.
  • Monthly plans — pro-rated refund for the unused portion if a service is canceled due to a documented SLA failure.
  • Annual plans — partial refund available minus any monthly-rate differential, where you paid the annual price but used less than a year.

11. Currency & Fees

Refunds are issued in the original currency of the transaction. Exchange-rate differences between the date of purchase and the date of refund, and any fees charged by your bank or payment provider for foreign transactions or refund processing, are not reimbursed by the Marketplace.

12. Statutory Rights

Nothing in this Policy limits any non-waivable consumer rights you may have under the laws of your jurisdiction — including, where applicable, cooling-off periods under EU/UK Consumer Rights Directive, California consumer-protection statutes, or equivalent. Where your statutory rights are more favorable than this Policy, they apply.

13. Contact

Questions about a specific order: use the dispute button on the order page. Questions about this Policy in general: billing@fivem.market. Legal correspondence: legal@fivem.market.