Refund & Dispute Policy

2DL provides infrastructure for sellers to deliver digital products. Refund terms are primarily determined by the seller you purchased from.

Refund requests

• Contact the seller first using the contact method provided on the seller’s site/receipt.
• If you cannot reach the seller, you can contact 2DL support and we will route the request when possible.
• Sellers should respond within a reasonable time (typically within 7 business days), but response times may vary.
• If something went wrong with a purchase, requesting a refund before filing a dispute is often faster and helps avoid dispute fees.

Common refund eligibility factors

Refund eligibility is determined by the seller’s policy and applicable law. Factors that may support a refund request include:

• Non-delivery or inability to access the purchased content due to a seller-side issue.
• Material defects in the digital good (for example, corrupted file) that are not resolved within a reasonable time.
• Material misdescription of what was purchased.

How refunds affect access

Access to downloads and licenses is derived from platform confirmation (for example, Stripe webhook confirmations). If a purchase is refunded, access to the associated digital goods (including licenses/entitlements) may be revoked or deactivated.

Multi-item (cart) orders

Some purchases may include multiple products from the same seller (cart checkout). Refunds may be issued for the full order amount or a partial amount, depending on the seller’s policy and what is supported for the transaction. If a refund is issued (full or partial), the seller may revoke access to some or all items.

Partial refunds

Partial refunds may be used for multi-item orders, pricing adjustments, or goodwill refunds. If a partial refund is issued, sellers may revoke access to specific items, entitlements, or licenses associated with the refunded portion.

Disputes and chargebacks

A seller-initiated refund is different from a buyer-initiated dispute/chargeback.

If you initiate a dispute with your payment provider, we may provide relevant transaction and delivery logs to help investigate. If a dispute results in a refund or reversal, access may be revoked or deactivated. During an active dispute, access may be temporarily disabled until the dispute is resolved. Dispute outcomes are determined by your payment provider.

Dispute timelines are governed by your payment provider. If you contact 2DL support about a dispute, we generally respond within a reasonable time (typically within 7 business days), but complex cases may take longer.

Payment-provider dispute investigations can take weeks (and sometimes longer) depending on the provider, the evidence required, and the dispute type.

Digital goods

Because digital goods can be accessed immediately, sellers may have restrictions on refunds once a download link or license has been issued.

In many cases, digital goods may be non-refundable after delivery, except where required by law or where a seller explicitly offers refunds.

Contact

For help routing a dispute/refund request, contact 2download@2dl.app.