Policy
Refund Policy
When we refund and how.
Last updated 18 October 2026
Digital goods
Because files are delivered instantly and can be copied, purchases are final once you have downloaded them.
Broken or wrong files
If a file is corrupt, does not play in the supported players listed on the product page, or does not match its description, tell us within 7 days of purchase. We will replace the file, or refund the credits to your wallet if we cannot fix it. Refunds return in the same bonus/paid split you paid with, with a fresh 12-month validity, and the licence is revoked.
Not downloaded yet
If you have not downloaded an item, contact us within 7 days and we will refund its credits to your wallet.
Custom orders
Custom work follows the Custom Order Policy: the 50% advance is non-refundable once work has started.
Payment errors
Duplicate or failed-but-charged top-ups are refunded to the original payment method within 7 working days after we confirm them with the payment gateway.
How to ask
Email support@fxivo.com or use the contact form with your order number (FX-…) and a short description or screen recording of the problem.