Refund Policy

1. General Rule — Digital Products

All products sold on Urbandeam are digital downloads. Because digital content is delivered instantly and cannot be "returned," we generally do not offer refunds once the download has been initiated.

By completing your purchase and downloading your file, you acknowledge and accept this policy.

2. When We Will Refund You

We will issue a full refund or replacement in the following situations:

• Corrupted or broken file: the file you downloaded cannot be opened or is unreadable with standard software.
• Wrong file delivered: you received a file that does not match the product you purchased.
• Significant misrepresentation: the product substantially and materially differs from its description or screenshots on the product page.
• Duplicate charge: you were charged twice for the same order.

Refund requests must be submitted within 48 hours of purchase to be eligible.

3. EU Customers — 14-Day Withdrawal Right

Under EU Directive 2011/83/EU, consumers in the European Union normally have a 14-day right of withdrawal (cooling-off period) for distance purchases.

However, this right does not apply to digital content (such as downloadable files) once you have consented to immediate delivery and acknowledged that you lose your right of withdrawal upon download, in accordance with Article 16(m) of the Directive.

At checkout, you will be asked to confirm: "I agree to immediate access to my digital product and acknowledge that I waive my 14-day right of withdrawal once the download starts."

4. Non-Refundable Situations

We do not issue refunds in the following cases:

• You changed your mind after downloading the product.
• You purchased the wrong product by mistake and have already downloaded it.
• The product does not meet your expectations due to a reason not related to a technical defect or misrepresentation.
• Compatibility issues caused by your own software or hardware configuration (e.g., using an outdated version of Excel that is not compatible with the template).
• You have violated our Terms and Conditions (e.g., unauthorized sharing or redistribution).

5. How to Request a Refund

To request a refund or report a problem with your file:

1. Email us at contact@urbandeam.com.
2. Include in your email:
   • Your order number (found in your confirmation email).
   • The name of the product purchased.
   • A clear description of the issue.
   • If applicable, a screenshot or screen recording showing the problem.
3. We will respond within 24–48 business hours.

6. Refund Processing Time

Approved refunds are processed through Stripe and will appear on your original payment method within 5–7 business days, depending on your bank or card issuer. You will receive a confirmation email once the refund is initiated.

7. Replacements & Re-Downloads

In cases where a file is corrupted or broken, we will offer a replacement by sending you a new, working copy of the product. This is our preferred solution for technical issues, as it resolves your problem faster than waiting for a refund.

If your download link has expired (30-day window passed or 5 downloads used), please contact us — we will extend your access at no extra charge.

8. Contact

For all refund requests and customer support: contact@urbandeam.com

We aim to resolve all issues fairly and promptly. Your satisfaction is our priority.