Scope
This Refund Policy applies to all transactions conducted through the SpatialGig platform ("Platform"), including service bookings between Clients and Providers, and stem pack purchases. This policy should be read in conjunction with our Terms of Service.
Booking Refunds
Before Work Begins
If a booking is cancelled before the Provider has begun work, the Client is eligible for a full refund of the booking amount, minus any applicable payment processing fees charged by Paystack.
After Work Has Begun
Once a Provider has accepted a booking and begun work, refunds are handled on a case-by-case basis. The following factors are considered:
- The proportion of work completed at the time of the cancellation request.
- Whether the Provider has delivered any partial work product.
- The reason for the cancellation (e.g., Provider unresponsive, quality concerns, mutual agreement).
- Communication history between the Client and Provider on the Platform.
Provider-Initiated Cancellations
If a Provider cancels a booking after accepting it, the Client will receive a full refund. Repeated cancellations by a Provider may result in account penalties or suspension.
Delivery Disputes
If a Client disputes the quality of delivered work, they may raise a dispute through the Platform before accepting delivery. SpatialGig will review the dispute and determine an appropriate resolution, which may include a full refund, partial refund, or release of payment to the Provider.
Stem Pack Refunds
General Policy
Due to the digital nature of stem packs, all sales are generally considered final once the download link has been accessed. Stem packs are non-refundable after download.
Exceptions
Refunds for stem pack purchases may be granted in the following circumstances:
- Technical Issues — The downloaded files are corrupt, incomplete, or do not match the product description.
- Misrepresentation — The stem pack content is materially different from what was advertised (e.g., wrong genre, missing stems, incorrect format).
- Duplicate Purchase — The same stem pack was accidentally purchased twice. Only one instance will be refunded.
Refund requests for stem packs must be submitted within 7 days of purchase.
Dispute Process
To request a refund or raise a dispute:
- Contact the other party — We encourage Clients and Providers to resolve issues directly through the Platform's messaging system first.
- Raise a formal dispute — If direct resolution is not possible, Clients can raise a dispute on the booking detail page or contact our support team.
- Review period — SpatialGig will review the dispute within 5 business days, examining all relevant evidence including messages, deliverables, and booking terms.
- Resolution — We will communicate our decision and process any approved refund. Both parties will be notified of the outcome.
Refund Method
Approved refunds are processed through the original payment method used for the transaction. Refunds are returned via Paystack to the Client's original payment source (bank account, card, or mobile money).
SpatialGig's platform commission on refunded transactions will be returned in full. No commission is retained on fully refunded bookings or stem purchases.
Processing Time
Once a refund is approved, processing times are as follows:
- SpatialGig processing — Refunds are initiated within 2 business days of approval.
- Bank/card processing — Depending on your payment provider, it may take an additional 5–10 business days for the refund to appear in your account.
- Mobile money — Refunds to mobile money wallets are typically processed within 1–3 business days.
Non-Refundable Items
The following are not eligible for refunds:
- Completed bookings that have been accepted by the Client (delivery marked as accepted).
- Stem packs that have been downloaded and do not meet any of the exception criteria listed above.
- Payment processing fees charged by Paystack (these are deducted from refund amounts where applicable).
- Platform subscription fees or promotional credits (if applicable in the future).
Chargebacks
We strongly encourage users to contact us directly before initiating a chargeback through their bank or payment provider. Filing a chargeback without first attempting to resolve the issue through SpatialGig may result in account suspension pending investigation.
If a chargeback is filed, SpatialGig reserves the right to provide transaction evidence to the payment processor and to suspend the user's account until the dispute is resolved.
Contact
For refund requests or questions about this policy, please contact us at:
SpatialGig — Support
Email: [email protected]
Or visit our Contact page.