Refund Policy

1. Platform Refund Policy

As a platform connecting creators and customers, our refund policy is designed to balance the interests of both parties while complying with payment processor requirements:

  • Refunds are processed through our payment processor (Stripe)
  • Platform fees are non-refundable unless required by law
  • Creator earnings may be debited for approved refunds
  • All refunds are subject to our terms of service and applicable laws

2. Refund Eligibility

Refunds may be available under the following circumstances:

  • Technical Issues: Content is inaccessible due to platform errors
  • Misrepresentation: Content significantly differs from what was advertised
  • Unauthorized Purchase: Purchase was made without account holder consent
  • Duplicate Charges: Multiple charges for the same content
  • Legal Requirements: Refunds required by applicable consumer protection laws

3. Refund Process

When a refund is approved:

  • The full purchase amount is refunded to the customer
  • Platform fees are retained by the platform
  • Creator earnings are debited from their account balance
  • If creator balance is insufficient, future earnings may be withheld
  • Refunds are processed within 5-10 business days

4. Dispute Resolution

For payment disputes and chargebacks:

  • We work with our payment processor to resolve disputes
  • Creators may be required to provide evidence to support their case
  • Dispute fees may be charged to creators for lost disputes
  • Repeated disputes may result in account review or suspension

5. Creator Responsibilities

Creators on our platform are responsible for:

  • Providing accurate content descriptions
  • Ensuring content quality and accessibility
  • Responding to customer inquiries promptly
  • Maintaining sufficient account balance for potential refunds
  • Complying with platform policies and applicable laws

6. How to Request a Refund

To request a refund, please contact our support team with:

  • Your account email address
  • Order number or transaction ID
  • Detailed reason for the refund request
  • Any supporting documentation or screenshots
  • Date of purchase and content accessed

7. Non-Refundable Items

The following are generally non-refundable:

  • Content that has been fully accessed or downloaded
  • Platform fees and processing charges
  • Purchases made more than 60 days ago
  • Content purchased during promotional periods
  • Subscriptions or recurring payments (subject to cancellation policies)

8. Contact Information

For refund requests or questions about this policy, please contact our support team at support@train.coach Or submit a ticket on the support page. We aim to respond to all inquiries within 24-48 hours.