Refund policy.

Loup is operated by Selr Group Pty Ltd as merchant of record: when you buy a Skill Pack, community, or course here, you buy it from us, and refunds come from us. This page is the whole picture of how that works.

• Subscriptions: cancel anytime. Access runs to the end of the period you paid for. No pro-rata refund for a partly used month unless consumer law requires one.
• One-off digital purchases: delivered means delivered. Once your install token is issued, change-of-mind refunds are generally not available.
• Consumer law wins: your guarantees under the Australian Consumer Law, and equivalent protections where you live, are never excluded by anything on this page.
• Asking is simple: request from your dashboard or by email. Section 5 has the details.

Digital products sold on Loup come with consumer guarantees under the Australian Consumer Law (ACL) that cannot be excluded, restricted, or modified by this policy, by a listing, or by anything a creator writes. The product must be of acceptable quality, fit for any purpose the listing disclosed or you made known before buying, and match its description and any preview material.

If a product has a major failure - it is substantially unfit for purpose, materially different from its description, or would not have been bought by a reasonable person who knew the problem - you may choose a refund or a replacement, plus compensation for reasonably foreseeable consequential loss. If the failure is minor, we or the creator may first repair the problem within a reasonable time; if it is not fixed in a reasonable time, you are entitled to a refund.

In Skill Pack terms: a pack that will not install at all, a declared capability that is absent, a course missing the modules its outline listed, or a pack that secretly requires a paid third-party service the listing never mentioned - these point toward major failure. A typo in a prompt, a cosmetic bug, or a feature that works but could work better sits at the minor end.

If you are outside Australia, the statutory protections of your home jurisdiction are preserved in the same way. Nothing in sections 3 and 4 below cuts across any of this.

You can cancel any subscription at any time from your dashboard. Cancellation takes effect at the end of the current billing period: you keep full access until that date - pack updates, community, course and drip content - and you are not charged again.

We do not refund pro-rata for the unused part of a billing period after you cancel, unless the Australian Consumer Law or another law that applies to your purchase requires it (for example, where the product had a major failure as described in section 2).

If a product you subscribe to is removed from the platform and we cannot keep your access running for the period you already paid, we refund the unused portion of that period.

Subscription price increases are notified before your renewal. If you do not want the new price, cancel before the renewal date; renewing at the new price is acceptance of it.

Billing errors are refunded in full: duplicate charges, charges after a confirmed cancellation, or amounts that do not match the checkout price. Flag them under section 5 with the order numbers.

One-off purchases on Loup are digital content delivered immediately: at checkout we issue your install token and make the purchased snapshot available to your agent. From that moment the product is delivered, and change-of-mind refunds are generally not available. Read the listing, the declared manifest, and the preview material before you buy; that is what you are buying.

Delivery is a recorded event: install-token issuance and snapshot availability are logged with timestamps, and those logs are what "delivered" means in this section. If a purchase fails midway - payment captured, token never issued - that is not a delivered product, and we refund it in full when we cannot complete delivery.

EU and UK buyers. Consumers in the EU and UK normally have a 14-day withdrawal right for online purchases. For digital content supplied immediately, that right is lost when delivery begins with your express consent. Loup presents this at the point of purchase: at checkout you expressly agree to immediate delivery and acknowledge that you lose the 14-day withdrawal right once delivery starts. If you bought and delivery has not begun, the withdrawal right still applies - contact us and we will unwind the purchase.

The statutory guarantees in section 2 are unaffected by any of this. If the content is faulty, materially misdescribed, or unfit for its stated purpose, you are entitled to a remedy regardless of the change-of-mind rules above.

Two ways in:

• Dashboard: open the order in your buyer dashboard and use the refund request option on that purchase.
• Email: write to support@selrgroup.com.au from your account email address.

Include the order number, the product name, and what went wrong. Screenshots or error output help when the product is faulty - the more specific the report, the faster the diagnosis.

Requests route to the creator first, because most problems are fixable: a broken install, a missing file, a misunderstanding about scope. If the creator resolves it, done. If it is not resolved, or your request engages the consumer-law guarantees in section 2, Loup reviews the request and makes the final decision as merchant of record.

What happens next: we check the delivery logs, the listing as it stood when you bought, the manifest, and the creator’s response, then decide and notify you by email. If the answer is yes, section 8 covers how the money moves. If the answer is no, we tell you why, and nothing stops you raising consumer-law rights with your local regulator.

A refund unwinds the purchase, not just the payment:

• Your install token for that purchase is revoked, and further downloads and updates of the purchased versions stop.
• Access that came with the purchase - community membership, course and drip content - ends.
• Copies already installed in your agent are yours to delete; your licence to use the content ends with the refund.
• Any affiliate commission earned on the sale is clawed back: from escrow if the refund lands inside the 30-day escrow window, or as a reversal on the affiliate’s ledger if it has already paid out.
• The creator’s earnings on the sale are reversed under the Creator Agreement.

A refund may be full or partial. A partial refund returns the stated portion of the payment and adjusts commissions and creator earnings in the same proportion.

A refund does not blacklist you. You can buy the same product again later - for example after a major update fixes the problem - and normal terms apply to the new purchase. Refund abuse (buying, extracting value, refunding, on repeat) is the exception, and may lead to purchase restrictions on your account.

Talk to us before you dispute a charge with your bank. A refund request under section 5 is faster than a chargeback, keeps your account in good standing, and a fair claim ends the same way through either door.

If you do file a chargeback, we respond to every dispute with evidence: checkout records, the delivery acknowledgment you gave at purchase, install-token issuance, and download logs. Card networks decide disputes on that evidence.

Chargebacks filed to keep content without paying - bought, delivered, downloaded, then disputed - are treated as fraud and may lead to account closure. A genuine dispute never counts against you: if a charge was wrong, we refund it ourselves.

While a dispute is open, the order is frozen: the install token is suspended, and the outcome decides whether it is restored or revoked. Dispute windows and timelines are set by the card networks and your bank, not by us.

Refunds are returned through Stripe to the original payment method. We cannot redirect a refund to a different card or account.

Once a refund is issued, the money typically arrives within 5 to 10 business days, depending on your bank or card issuer. If the original card has been closed or replaced, the issuing bank usually reroutes the refund to your replacement account; if nothing arrives, your bank can trace the payment using the refund reference we provide.

Refunds are issued in the currency of the original charge. If your bank converted the payment, the amount that lands can differ slightly from what you paid, because exchange rates moved between charge and refund; that difference sits with the bank’s conversion, not with us.

We update this policy as the platform evolves. The last-updated date at the top of this page is authoritative, and material changes are announced by email and dashboard notice before they take effect.

This policy applies to purchases made on Loup from the date above. A purchase made under an earlier version is handled under the version in force on its purchase date; earlier versions are available on request.

Questions, requests, and escalations: support@selrgroup.com.au. The seller of record for purchases on Loup is Selr Group Pty Ltd (ABN 41 662 328 056), Queensland, Australia.