Refund policy
Introduction
This policy specifies the refund conditions applicable to point (internal credit) purchases made on Toplio.
Nature of the points
Points are internal digital goods of the Service. They are used exclusively to improve listings' visibility on Toplio. They have no monetary value, cannot be exchanged for money, and cannot be transferred outside the Service.
Right of withdrawal — immediate delivery
Pursuant to article L.221-28 13° of the French Consumer Code, the 14-day right of withdrawal does not apply to digital content supplied without a tangible medium where performance has begun, with the consumer's prior express consent, before the end of the withdrawal period. By purchasing points, the user: • expressly requests the immediate delivery of points to their account; • acknowledges losing their right of withdrawal as soon as the points are credited to their balance.
Used points
Points that have already been used (applied to boost a listing) are not refundable, except for the automatic refund mechanism linked to listing deletion (see below).
Automatic refund upon listing deletion
When a user deletes one of their listings, the points they personally invested in it are automatically credited back to their point balance, in accordance with the rules in force on the Service. This refund is internal (in points), not a monetary refund.
Confirmed technical issue
In case of a confirmed technical issue resulting in a charge without effective credit of the points (for example: payment debited by Stripe without the corresponding transaction being created on Toplio), a full refund may be issued. The request must be sent to contact@toplio.app within 30 days of the charge, with the Stripe receipt.
Abuse
Abusive, fraudulent or repeated refund requests may lead to: • refusal of the refund; • suspension or deletion of the account; • legal action in case of established fraud.
How to request a refund
Any request must be sent to contact@toplio.app stating: • the email address associated with the account; • the date and amount of the relevant payment; • the detailed reason for the request; • the Stripe payment receipt (if applicable). We will reply within 14 days at the latest.
