1. General Policy Statement
Due to the nature of our products—instantaneous digital downloads and bespoke custom services—our general policy is that all sales are final. We offer refunds only under specific, limited circumstances detailed below.
2. Digital Asset Refund Policy (Characters, Backgrounds, Animated Objects)
All digital asset files (e.g., character rigs, environment packs, props) are delivered immediately upon purchase via an electronic download link.
Refunds ARE NOT Granted If:
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The customer changed their mind after downloading the file.
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The customer purchased the wrong file format or asset pack.
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The customer lacks the necessary software or technical expertise to use the assets (system requirements are posted on each product page).
Refunds MAY Be Granted If (Conditions for Exception):
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The file is demonstrably corrupt, defective, or incomplete (e.g., the character rig is broken or the file fails to open).
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The customer can prove that the asset description on our website significantly misrepresented the contents of the file.
In these exceptional cases, Pistatoon will first attempt to provide a working replacement file. If a replacement is not possible, a full refund will be issued.
3. Custom Service Cancellation and Refund Policy
This policy applies to services such as custom Character Design, Background Design, and full Animation Video production.
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Before Project Commencement: If a client cancels the project before any concept work, design drafts, or production time has been invested, a full refund of any deposit or initial payment may be granted.
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During Production: If the project is canceled after work has begun, the refund will be calculated based on the percentage of the work completed and the milestones defined in the original service agreement. The client will be responsible for covering all hours worked up to the date of cancellation.
4. How to Request a Refund
All refund requests must be submitted within seven (7) days of the original purchase date (for assets) or within seven (7) days of the service agreement signing (for custom work).
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Send an email to support@pistatoon.com with the subject line: “Refund Request – [Your Order Number]”.
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Clearly state the reason for the request, providing specific details (e.g., what is defective about the file, or why the custom service needs to be canceled).
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We will review your request and respond within 3–5 business days.
5. Contact Information
For any questions regarding our Refund and Returns Policy, please contact us:
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Email: support@pistatoon.com
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Phone: +919175340138