Refund Policy

1. Our seven-day guarantee

Request a refund within 7 calendar days of payment for a full refund of the amount paid for the relevant NutCap asset, package, Creator prepaid pass or subscription charge, including a subscription renewal. You do not need to give a reason. Downloading an asset or using the app does not by itself disqualify you.

For subscriptions, the window starts separately for each charge. A refund of one charge does not automatically refund earlier charges outside its own window. This policy applies to live purchases.

2. How to request a refund

Email owner@nutcap.net with the email used for the purchase, the order or receipt reference, and the asset or subscription charge you want refunded. Tell us clearly that you are requesting a refund. The date you send the request determines whether you are within the window.

We will arrange eligible refunds through the payment provider that processed your order. Do not send passwords or full payment-card details.

3. Processing your refund

We aim to acknowledge requests within three business days and arrange approved refunds promptly. Refunds are returned through the original payment provider to the original payment method wherever possible. Your bank or payment provider controls the time before the credit appears; we will share the available status and help trace a delayed refund. Any shorter statutory deadline takes priority.

The full amount paid for the refunded item or charge, including applicable transaction taxes, is refunded. Any difference caused by your bank’s exchange rate or separately charged bank fees is controlled by that bank.

4. What happens to access

When an asset purchase is refunded, its account access and licence end. Stop using the asset and remove any retained underlying asset files. You do not have to remove recordings or images you lawfully created before the refund.

When a subscription charge is refunded, paid access associated with that charge ends, and we will arrange cancellation of future renewals unless you ask to keep the subscription. Separately purchased assets stay in your library, but costumes, props and other Creator-dependent features need active Creator access.

Cancelling a subscription alone stops future renewals and normally leaves access in place until the end of the paid period. To receive a refund as well, request one using the process above. Outside the seven-day window we do not promise a discretionary or prorated refund, but statutory rights still apply.

5. Problems and legal rights

Contact us if you were charged twice, did not receive a purchase, or a product is faulty or materially different from its description, even if more than 7 days have passed. We will assess and provide the remedy required by applicable law.

This voluntary guarantee does not limit mandatory consumer rights, including applicable South African consumer protections or cancellation and cooling-off rights in your country. Any right that gives you greater protection takes priority. We do not require you to give up those rights or contact us before using a lawful dispute process.

6. Contact NutCap

For the broader purchase terms, see our Terms & Conditions.