Refund Policy

CliffPop — operated by Just Some Coding Ltd, a company registered in Malta — sells tokens (also referred to as “credits”) as digital content that is delivered to your account immediately on payment. This page explains our refund stance, the limited circumstances in which we will refund a purchase, and the consumer-protection rights you retain under EU law.

1. The general rule — non-refundable

Tokens are virtual items that are credited to your account the moment payment clears. Once delivered they can be spent on unlocks at any time. Because the value transfers immediately and can be consumed at will, all token purchases are final sale as a published policy — the standard pattern for digital-content micro-transactions.

2. EU 14-day right of withdrawal — and how it’s waived

Under the EU Consumer Rights Directive (2011/83/EU), consumers ordinarily have a 14-day right to withdraw from distance contracts for digital content. CliffPop relies on the carve-out in Article 16(m) of that Directive: a consumer who explicitly consents to immediate performance of the contract and acknowledges that they thereby lose the right of withdrawal, validly waives that right.

At checkout, before you are redirected to the payment processor, you are asked to tick a box confirming exactly that:

“I want my tokens delivered to my account immediately and I acknowledge that, by doing so, I lose my 14-day right of withdrawal under the EU Consumer Rights Directive (Article 16(m)).”

Without that confirmation, the checkout will not proceed. We record your consent against your purchase — alongside the timestamp and customer details captured by our payment processor — as evidence in case the matter is ever disputed. If you would prefer to retain your 14-day withdrawal right, do not complete the purchase; email us at support@cliffpop.com and we can arrange an alternative.

3. When we do refund

The published policy above is the default. In practice we will consider refunds case-by-case for the following situations, handled by email to support@cliffpop.com:

• Accidental or duplicate purchases. If you bought a pack by mistake (slip-of-the-finger, child using your card, two clicks fired the checkout twice), tell us within 14 days and we will refund the unspent portion of the purchase.
• Fraudulent use of your card. If your card was used on CliffPop without your authorisation, contact us immediately and also notify your bank. To act on a fraud claim we need something we can verify against our records — typically a Stripe receipt or transaction ID from the affected charge, the date and amount, and the email address the CliffPop account is registered to. We cannot reverse a charge on the strength of a phone call or message alone (we never see your card number, so verbal assurances are not something we can match). Once the claim is verified we will reverse the affected charges and freeze the account pending review; the most reliable parallel path is to file a chargeback with your bank, which forces a refund regardless of what we do at our end.
• Failed delivery / technical fault. If you were charged but tokens never landed in your account, this is on us — we will deliver the tokens or refund the purchase at your choice.
• Statutory rights. If your country of residence grants you a refund right that overrides the contractual waiver above (for example, a regulator-mandated statutory cooling-off period for a specific consumer class), we will honour it.

What we will not refund: change-of-mind after tokens have been spent on unlocks; partial dissatisfaction with the catalogue or a specific series after you have already watched it; requests outside the 14-day window for the situations above; purchases made by an authorised user of your account.

4. Chargebacks and disputes

If you raise a chargeback with your bank instead of contacting us, your bank’s decision controls the outcome — we cannot prevent or contest a refund the bank instructs. We will apply our standard claw-back logic: tokens equivalent to the refunded amount are removed from your wallet, and the affected content is locked again. We strongly prefer to resolve issues directly with you over email; it’s faster, and avoids the automated wallet adjustment.

5. Partial refunds and partially-spent balances

If a refund is granted for a pack on which some tokens have already been spent, the refund is calculated on a proportional basis: we refund the cash equivalent of the unspent portion, and the already-unlocked content remains available to you. The tokens that were spent stay spent — the creator of that content has already been credited for the unlock.

6. How to request a refund

Email support@cliffpop.com from the address associated with your CliffPop account and include:

• The approximate date and amount of the purchase
• The reason you are asking for a refund
• Any supporting evidence (e.g. screenshots if the purchase was a duplicate, or your bank’s confirmation of unauthorised activity)

We aim to acknowledge refund requests within 2 business days and resolve them within 10 business days. If we’re going to need longer (because we’re investigating, for example), we will tell you and explain why.

7. Changes to this policy

We may update this policy to reflect changes in our service or in applicable law. The “Last updated” date at the top of the page records the current version. Material changes will be flagged on the home page and, where required, communicated by email.

8. Contact

Refund matters: support@cliffpop.com. For copyright / takedown queries, see our Copyright & Takedown page. For data protection enquiries, see our Privacy Policy.