Refund Policy

1.1 Nature of Purchases

The Rankly Platform offers two principal categories of purchasable items: Platform credits, which are virtual units of account used to access designated Platform features; and marketplace products, which are digital access products, subscription tiers, and community benefit packages offered by Creators through the Platform's creator marketplace. Both categories involve the delivery of intangible digital goods or access, and both are subject to the terms of this Policy.

1.2 Finality of Purchases

All purchases made on the Platform are final upon confirmation of payment. By completing a purchase, you represent that you have reviewed and understood the nature of what you are purchasing and that you consent to the immediate delivery of digital goods or access where applicable. The instant and intangible nature of digital delivery means that purchases generally cannot be reversed once completed. This Policy sets out the narrow and strictly defined circumstances under which Rankly will consider an exception to this principle.

1.3 No General Right to Refund

Except as expressly provided in Sections 3 and 4 of this Policy, there is no general right to a refund for any purchase made on the Platform. The absence of satisfaction with a product or service, a change of mind following purchase, or failure to use a purchased item does not constitute grounds for a refund.

2.1 Instant Delivery

Platform credits are delivered to the purchaser's account immediately upon confirmation of successful payment. The transaction is considered fully complete and the digital good fully delivered at the moment credits are credited to the account, regardless of whether the purchaser subsequently uses those credits.

2.2 Non-Refundable Nature of Credits

All credit purchases are final and non-refundable without exception, subject only to the limited circumstances described in Section 3 of this Policy. This applies to all credit types and all purchase amounts, and includes the following without limitation:

• Credits purchased via card, cryptocurrency, or any other payment method are non-refundable regardless of the amount or the payment method used.
• Credits that have been spent on advertising placements, auction bids, listing bumps, or any other Platform feature are non-refundable and cannot be reversed.
• Credits that remain unused in a user's account balance at the time of a refund request are non-refundable, as the purchaser retains access to and use of those credits.
• Credits that have been voluntarily applied to any Platform purpose by the user are non-refundable.
• Credits forfeited upon account termination are non-refundable under any circumstances, including terminations initiated by the user.

2.3 No Monetary Value

Credits carry no monetary value inside or outside the Platform, cannot be exchanged for cash or any other form of monetary consideration, and cannot be transferred between accounts. The non-refundable nature of credits is consistent with their character as a virtual license to access Platform features rather than a store of monetary value.

3.1 Scope of Exceptions

Rankly recognizes that technical errors or account security failures may in rare circumstances result in a purchase that the user did not intend or did not receive. In such cases only, and strictly subject to the conditions and verification requirements set out in this Section, Rankly may at its sole and absolute discretion consider a refund exception. The existence of these exceptions does not create any entitlement to a refund, and Rankly reserves the right to deny any request that does not satisfy the applicable criteria in full.

3.2 Duplicate Charges

Where a user has been charged more than once for a single credit purchase as a direct result of a verified technical error on the part of Rankly or a payment processor, Rankly will review a refund request for the duplicate charge or charges. The original charge will not be refunded. The user must provide the transaction or order identification numbers for all charges in question, along with documentary evidence such as bank or payment processor statements clearly showing the duplicate transactions. Duplicate charge claims must be submitted within fourteen (14) days of the date of the erroneous charge.

3.3 Non-Delivery of Credits

Where a user's payment has been successfully processed and confirmed but the corresponding credits have not been added to the user's account within a reasonable time due to a verified system error, Rankly will review a refund or credit correction request. The user must provide proof of successful payment — such as a payment confirmation email or bank statement — and demonstrate that the credits are absent from their account. Non-delivery claims must be submitted within fourteen (14) days of the date of the affected transaction. Where the non-delivery is confirmed, Rankly may, at its discretion, either issue the credits owed or process a refund.

3.4 Unauthorized Transactions

Where a user can demonstrate through satisfactory evidence that a purchase was made without their authorization as a result of unauthorized access to their account or payment method, Rankly will review a refund request for the unauthorized transaction. The user must provide evidence of the unauthorized access, including any correspondence with their bank or payment provider, and must demonstrate that the purchase was not made by them or any person acting with their consent. Unauthorized transaction claims must be submitted within fourteen (14) days of the date the user first became aware of the unauthorized transaction. Rankly may require the user to file a report with local law enforcement or their bank and to provide a copy of that report as part of the review process.

3.5 No Other Exceptions

The three categories described in Sections 3.2, 3.3, and 3.4 constitute the sole and exhaustive exceptions to the non-refundable nature of credit purchases. No other grounds for a credit refund will be considered, including but not limited to dissatisfaction with Platform features, disputes regarding the value of credits, changes in Platform policy, account suspension or termination resulting from the user's own conduct, or any other circumstance not expressly described in this Section.

4.1 Creator Responsibility

Marketplace products — including subscription tiers, digital access products, and community benefit packages — are offered by independent Creators and not by Rankly. Rankly acts solely as a marketplace facilitator and is not a party to the transaction between a Creator and a purchaser. Creators bear primary responsibility for the accurate description and genuine delivery of their products. Rankly's role in the refund process for marketplace purchases is that of a facilitating administrator, not a liable party.

4.2 General Non-Refundable Nature

Marketplace purchases are generally final upon payment confirmation. Where a Creator's product has been delivered as described, no refund will be issued. Users are responsible for reviewing marketplace listings carefully, including all described benefits, subscription terms, and delivery expectations, before completing a purchase.

4.3 Grounds for Marketplace Refund Consideration

Rankly will consider a refund request for a marketplace purchase in the following circumstances only:

• Non-delivery: A Creator has failed to deliver the purchased product or benefit within a reasonable time following successful payment, with no communication or resolution offered.
• Material misrepresentation: The product delivered is materially and demonstrably different from what was described in the Creator's marketplace listing.
• Mid-period subscription termination: A Creator has terminated, materially degraded, or ceased delivering a recurring subscription product before the end of a paid subscription period, without providing a pro-rated refund.
• Creator removal for violation: Rankly has removed a Creator from the marketplace for a violation of the Terms of Service and purchasers have suffered a material loss.

4.4 Process for Marketplace Refund Requests

All marketplace refund requests must be submitted to Rankly in the first instance before any payment dispute or chargeback is initiated. Rankly will make reasonable efforts to contact the relevant Creator and facilitate a resolution before making a determination. Where a refund is approved, the refund amount will be deducted from the Creator's available balance. Where the Creator's balance is insufficient, Rankly will determine the appropriate course of action on a case-by-case basis.

4.5 Subscription Cancellations

Cancellation of a marketplace subscription by a purchaser does not entitle the purchaser to a pro-rated or full refund for the current billing period, except where the Creator has failed to deliver the described benefits. Access to subscription benefits will continue until the end of the paid billing period. Future recurring charges will not be collected after cancellation.

4.6 Creator Disputes

Rankly is not an arbitrator of commercial disputes between Creators and purchasers and does not guarantee any particular outcome. Rankly's determination in any marketplace refund matter is made in good faith and at its sole discretion, and is final for the purposes of the Platform. Rankly's involvement does not create any liability on Rankly's part for the outcome of the dispute.

5.1 Finality of Advertising Purchases

All purchases of advertising placements, sponsored listings, real-time bidding commitments, and other promotional services on the Platform are binding and final upon confirmation. Advertising services represent a commitment of Platform resources and inventory that cannot be reversed once allocated.

5.2 No Refunds for Advertising Services

Refunds will not be issued for advertising or promotional service purchases under any circumstances, including where the advertising campaign does not produce expected results, where the user changes their mind, or where the user's listing or account is subsequently suspended or terminated due to the user's own conduct. The non-refundable nature is independent of whether the campaign has begun or completed.

5.3 Technical Failures

In the exceptional circumstance where a verified technical failure on Rankly's part prevents an advertising campaign from being delivered in any capacity whatsoever — meaning zero delivery, not partial or underperforming delivery — Rankly may, at its sole discretion, issue a credit or partial credit to the user's account. No cash refund will be issued for advertising services under any circumstances.

6.1 Obligation to Contact Rankly First

Before initiating any chargeback, payment dispute, or equivalent reversal process through a bank, payment provider, or card network, you are required to contact Rankly at support@rankly.live and allow Rankly a reasonable opportunity to review and resolve your concern. Rankly is committed to addressing genuine payment issues promptly and in good faith, and most legitimate concerns can be resolved without the need for a formal dispute process.

6.2 Consequences of Bad-Faith Chargebacks

Filing a chargeback or payment dispute that is not supported by a legitimate and verifiable ground constitutes a material violation of the Terms of Service. Upon detection of a bad-faith chargeback or dispute, Rankly will take the following actions immediately and without prior notice:

• The associated account will be suspended pending investigation.
• All credits of any type will be placed on hold and may be permanently forfeited.
• Marketplace earnings and pending payouts associated with the account may be frozen and forfeited.
• All transaction evidence will be submitted to the relevant payment provider or card network to dispute the chargeback.
• The account may be permanently terminated.

Rankly reserves the right to pursue all available legal remedies in connection with bad-faith payment disputes, including the recovery of fees, costs, and damages incurred as a result.

6.3 Cooperation with Legitimate Disputes

Where a chargeback or payment dispute is filed on legitimate grounds — such as an unauthorized transaction that has also been reported to Rankly — Rankly will cooperate in good faith with the investigation and will not take adverse action against the user's account solely on the basis of the dispute. Users are encouraged to notify Rankly at support@rankly.live concurrently with filing any legitimate dispute.

7.1 Termination for Cause

Where a user's account is suspended or terminated as a result of a violation of the Terms of Service, Community Guidelines, or any other Rankly policy, the user is not entitled to a refund of any purchased credits, advertising spend, or marketplace purchases, regardless of the credit balance or unspent value remaining at the time of termination. All credits of any type held in the account at the time of termination for cause will be permanently forfeited without compensation.

7.2 Creator Earnings on Termination

Where a Creator's account is terminated for cause, any pending or accrued marketplace earnings may be withheld, reversed, or permanently forfeited at Rankly's discretion, depending on the nature and severity of the violation. Where earnings have been generated through fraudulent, deceptive, or prohibited conduct, those earnings will be forfeited in their entirety.

7.3 Voluntary Account Closure

Where a user voluntarily closes their account, any remaining credit balance will be forfeited. Voluntary account closure does not entitle the user to a refund of any purchased credits or advertising spend, as such purchases are non-refundable regardless of the reason for account closure.

8.1 Submission Requirements

To request a review under any applicable exception described in this Policy, please contact Rankly at support@rankly.live with the subject line "Refund Request — [Category]". Your request must include all of the following information to be considered:

• Your Rankly username and the Discord ID associated with your account.
• The transaction or order identification number issued by the payment processor.
• The date, amount, and currency of the transaction in question.
• A clear and detailed written description of the issue and the grounds on which you believe an exception applies.
• All supporting documentary evidence, including but not limited to payment confirmation emails, bank statements, screenshots, and any correspondence with the Creator where applicable.

Incomplete requests will not be processed. You may be asked to provide additional information during the review process, and failure to respond promptly may result in your request being closed.

8.2 Response Timeline

Rankly will acknowledge receipt of a refund request within two (2) business days and will endeavor to issue a substantive determination within seven (7) to fourteen (14) business days of receiving a complete request. Complex requests may require additional time. You are asked not to initiate a chargeback or payment dispute while your request is under review.

8.3 Refund Processing

Where a refund request is approved, the refund will be processed to the original payment method used for the transaction. Processing times following approval are typically five (5) to ten (10) business days. At the time of refund processing, any credits associated with the refunded transaction will be removed from the user's account. Any Platform features accessed using those credits may be reversed or suspended as a result.

9.1 Governing Law

This Policy is governed by and construed in accordance with the laws of the State of New Mexico, United States, consistent with the governing law provisions of the Terms of Service.

9.2 Relationship to Terms of Service

This Policy forms part of and is incorporated into the Terms of Service. All definitions, limitations of liability, indemnification obligations, and dispute resolution provisions set out in the Terms of Service apply equally to this Policy. In the event of any conflict between this Policy and the Terms of Service, the Terms of Service will prevail.

9.3 Contact

For all refund-related inquiries, please contact:

Rankly Service
support@rankly.live