1. Product-specific terms come first
Each product or accepted client brief may state an eligibility rule tailored to its delivery method and license. Those specific terms apply in addition to this policy and are visible before purchase. Forge offers no subscriptions or automatic renewals.
2. When to contact us
Unless a product page states otherwise, contact support@forgeproductlab.com within 14 days of purchase. Include the purchase email, product name, order date, and a clear description of the issue. Never send complete card details.
3. Requests we generally approve
- A duplicate charge for the same product
- A material defect that prevents the product from working as described and cannot be resolved through reasonable support
- A product that materially differs from its purchase-page description
- Failure to receive access or delivery after reasonable troubleshooting
- An unauthorized transaction supported by appropriate account or payment evidence
- A refund required by applicable law
4. Requests we may decline
- Change of mind after downloading, accessing, copying, or substantially using a product
- Failure to review clearly stated compatibility requirements
- Requests based on promised income or outcomes that Forge Product Lab never claimed
- Inability to use a product because of an unsupported third-party modification
- Abuse, repeated purchasing and refunding, or violation of the product license
5. Client project cancellation
There is no automatic renewal to cancel. If a client asks to stop future project work, Forge records the request and pauses affected work. Any refund, credit, or financial remedy requires a separate owner decision or applicable law.
6. How decisions are made
We review the product type, delivery and access records, reported defect, troubleshooting history, product usage, applicable product terms, and legal requirements. Automated systems may organize the request, but refunds and unusual financial remedies require owner authorization.
7. Processing time
Approved refunds are submitted to the original payment method. Your bank or payment provider controls when the credit appears. Processing fees and currency-conversion differences may be handled as required by the payment provider and applicable law.
8. Chargebacks
Please contact us before opening a payment dispute when it is safe to do so. This gives us an opportunity to investigate delivery, access, or billing errors directly. Nothing here prevents you from exercising rights provided by your card issuer or applicable law.
9. Policy changes
The version in effect when you purchase generally governs that purchase unless a later version gives you greater rights or law requires otherwise. Previous policy versions are retained for audit and customer support.