1. Overview
At SprukoMarket, we value the trust our customers and authors place in us. We want every purchase on our marketplace to be a positive experience. However, we also understand that sometimes things don’t go as planned. This Refund Policy explains when refunds may be granted, how to request them, and the situations where refunds are not possible.
Our goal is to ensure that buyers feel protected when purchasing digital goods, while authors are safeguarded from misuse of the refund system. This policy applies to all purchases and sales made through SprukoMarket.
2. Refund Policy for Customers
We offer a 30-day refund guarantee under specific conditions. For complete details on refund criteria and eligibility, please review our Refund Policy to ensure full clarity before making a request.
a. 30-Day Money Back Guarantee
- We offer 30 days money back guarantee from the purchase date of the item.
- Refund requests made after 30 days will not be applicable.
- We also offer a refund if the product is purchased but not downloaded within 30 days.
b. Before You Request a Refund
Before initiating a refund request, we strongly recommend to read following details:
Before purchasing from SprukoMarket, please ensure you have carefully reviewed the item's documentation or installation guides and checked the forum support related to that item. If you face any technical difficulties after purchase, contact the item’s author directly through the official support channel provided on the product page. In most cases, the author will be able to resolve the issue directly, making a refund request unnecessary. You may also refer to our FAQ or community support forums for additional troubleshooting assistance.
c. Scenarios Where Refunds Are Granted
You may request a refund within 30 days of purchase if:
Product Not as Described:
If the item you purchased is significantly different from the description provided by the author, it is the author’s responsibility to correct the issue by updating the item. If the problem remains unresolved and the product does not match the stated details, you will be eligible for a refund.
Security Issues:
Refunds apply if the product has unresolved security flaws that make it unsafe or unusable, and the author cannot provide a timely fix. In such cases, the product will be considered non-compliant with marketplace standards, making the customer eligible for a refund.
Not Matching Demo:
If the downloaded product does not function, display, or behave as shown in the live demo preview, you may request a refund. Authors are responsible for ensuring their items perform consistently with the advertised demo.
Support Not Provided:
When an author clearly promises customer support but fails to deliver it as advertised refund will be valid. Under the Item Support Policy, authors are required to provide timely and effective assistance during the active support period. This applies if support was included with the item or purchased as an extension. If the author fails to provide support in accordance with the policy, you may be eligible for a refund of either the item cost or the support extension cost (if purchased separately). However, please note that unused Item Support Extensions are strictly non-refundable.
Item Not Downloaded:
If you purchased an item but did not download it, you may request a refund within 30 days of the purchase date. Eligibility requires that no download activity for that item appears on your account.
d. Refunds Will Not Be Issued in the Following Cases
- You purchased the item by mistake.
- You changed your mind after purchase.
- You lack the required technical knowledge or skill to use the product.
- The item is not suitable for your specific project.
- The item does not meet your personal expectations.
- You no longer wish to use the item or the project was canceled.
- Issues are caused by third-party themes, plugins, hosting, or external customization.
- Refund requests are made after 30 days.
- You misunderstood the license type or assumed extended functionality not included.
- Refunds don’t apply if the item is removed or the author becomes inactive. We recommend downloading the item immediately after purchase to avoid this situation.
Refund requests must be submitted via Sprukomarket’s official support system. Requests made through email, social media, or payment gateways directly will not be processed.
3. Refund Policy for Authors
SprukoMarket is an online platform where authors can sell digital items. Since digital goods cannot be physically returned, we have established this refund policy to ensure fairness and give customers peace of mind. Each country has its own consumer laws and jurisdictions, so we recommend that you familiarize yourself with the laws of your country as well as those of your customer’s location.
a. We suggest customers contact the author before requesting a refund
As an author and developer of an item, you are responsible to the customers who purchase your product. It is your responsibility to ensure that the product description, screenshots, and demo accurately reflect what buyers will receive. You must also provide support if it is promised on your product page, fix any security vulnerabilities within a reasonable time, and respond to customer issues promptly before they escalate into refund requests.
b. When Authors Must Accept Refunds
We know that sometimes an issue may not be resolved by you, or a technical difficulty may arise. In such cases, you must accept the customer’s refund request. Below are some scenarios where refunds may be applicable.
Product Not as Described:
If your item is significantly different from the description, screenshots, or features listed on its product page, it is your responsibility to correct the issue by updating the item. If the problem remains unresolved and the product still does not match the stated details, you must provide a refund to the customer.
Security Issues:
If your product has security flaws that compromise safe usage, and you are unable to resolve them within a reasonable timeframe, you will be expected to issue a refund to the affected customer.
Not Matching Demo:
If the downloaded product does not function, display, or behave as shown in the live demo preview you provided, then you are expected to issue a refund. Products that fail to match their live demo will be considered non-compliant with marketplace standards and must be refunded.
Support Not Provided:
If you advertise your item as including support, or if a customer purchases a support extension, you are required to provide timely and effective assistance in accordance with the Item Support Policy. This obligation applies throughout the customer’s active support entitlement, including any valid extensions. If the support you advertised is not delivered as promised, you’ll be required to grant the customer a refund. In cases where support was purchased separately as an extension, you may be required to refund the support extension fee.
Item Not Downloaded:
If a customer purchases your item but never downloads it from SprukoMarket and requests a refund within the valid refund window, the refund should be approved. You can verify this by checking the purchase date and the refund claim date.
c. When Authors Can Reject Refunds
- The customer purchased the item by mistake.
- The customer changed their mind after purchase.
- The customer has insufficient technical knowledge or skills to use the product.
- The item is not suitable for the customer’s specific project.
- The item does not meet the customer’s personal expectations.
- The customer no longer wishes to use the item, or their project was canceled.
- Issues are caused by third-party themes, plugins, hosting, or external customizations.
- The refund request is made after 30 days of purchase.
- The customer misunderstood the license type or assumed additional functionality.
4. Refund Process
To make a refund request, customers should follow the process below in accordance with SprukoMarket’s Refund Policy:
- Customers should first contact the author to resolve the issue.
- If no resolution is reached, the customer can submit a refund request via SprukoMarket’s system.
- SprukoMarket will review the case and decide based on this policy.
- Refunds, once approved, are returned via the original payment method.
To request a refund, please email our support team with your full name and account email, the order number and date of purchase, the name and version of the item, a detailed description of the issue with steps to reproduce it, and any supporting evidence such as screenshots, error logs, or correspondence with the author.
5. Refund Review & Dispute Resolution
If the customer and author are unable to reach an agreement regarding a refund, the customer may raise a dispute and request SprukoMarket to investigate and provide a final decision. To investigate, we may ask you to provide details and supporting documents as proof. We will make a decision based on the details you provide, but purchases older than 30 days are not eligible for dispute.
All refund requests are reviewed manually by our compliance team. We aim to make decisions fairly and objectively. Refunds are approved at our sole discretion based on documented evidence. We may contact the author or request additional clarification from you during the refund review process.
- Refunds may be denied if abuse or fraud is suspected.
- We reserve the right to restrict accounts with repeated refund claims or violations of marketplace rules.
- If a dispute cannot be resolved internally, legal escalation will be subject to the jurisdiction stated in our Terms of Services.
6. Local Consumer Rights
This refund policy does not override your legal rights under Indian consumer protection laws or other applicable jurisdictions. If local laws provide for additional rights or protections, those shall prevail where legally required.
7. Requesting Your Refund
If you qualify for a refund and need guidance on the next steps, you can begin the process directly through our Create-Refund page. This page provides the complete procedure and requirements to ensure your request is submitted correctly and processed in line with our refund policy.
8. Contact & Support
SprukoMarket handles all inquiries exclusively through our Support Request page. Please submit the form with the required details. Only requests submitted via this page will be processed.
Office Address: SPRUKO TECHNOLOGIES PRIVATE LIMITED, Kushaiguda, Hyderabad, Telangana - 500062, India.