Return and Refund Policy

Last Updated: June 2026

1. Overview

This Return and Refund Policy applies to all purchases made on the ReallyYou Platform. Due to the nature of digital content, special refund rules apply as permitted under EU consumer protection law.

2. EU Consumer Rights Directive Compliance

Under EU Directive 2011/83/EU (Consumer Rights Directive), consumers have a 14-day right of withdrawal for most online purchases. However, this right does not apply to digital content once performance has begun with consumer consent and acknowledgment of loss of withdrawal rights.

By making a purchase on this Platform, you:

  1. Expressly consent to immediate performance and delivery of digital content
  2. Acknowledge and agree that you lose your right of withdrawal once the content is delivered or made accessible
  3. Receive confirmation of this acknowledgment via email

3. Content Request Transactions

Our Platform uses a demand-first model with built-in consumer protections:

3.1 Money You Put on a Request

When you put money on a content request (your contribution):

  • Your contribution is collected and held by the Platform
  • It is NOT transferred to any Creator at this stage - funds only move to a Creator when you unlock one of their answer videos
  • Your contribution is your unlock budget for that request: you can spend it on any answer, at any time while it is available, including before the request's deadline

3.2 Unlocking an Answer

When a Creator answers a request, their video's trailer is publicly viewable:

  • Unlocking the full video is an instant-access purchase paid from your contribution
  • Once unlocked and accessed, the purchase is treated as pay-per-view content and Section 4 applies
  • The unlock price (minus the Platform fee) is released to that Creator

3.3 Non-Delivery Refunds

If a request ends without the content you paid for being delivered - including where no Creator answers the request at all:

  • You may request a full refund of your unspent contribution
  • We will investigate and process the refund within 7 business days
  • Refunds are credited to your original payment method

4. Pay-Per-View Content

For instant-access pay-per-view content purchases:

  • All sales are final once content is accessed
  • No refunds for change of mind or dissatisfaction with content quality
  • Please review previews and descriptions before purchasing

4.1 Exceptions for Pay-Per-View

Refunds may be considered in the following limited circumstances:

  • Technical Issues: If you cannot access purchased content due to a technical error on our end (not your device or connection), contact support within 7 days. We will resolve the issue or provide a refund.
  • Content Removal: If content is removed by us for policy violations before you could access it, you may request a refund.
  • Significant Misrepresentation: If content materially differs from its description (e.g., advertised as 30-minute video but is 2 minutes), you may request a review.

5. Contributions to Group-Funded Requests

Requests on the Platform have no fixed funding goal: any number of Supporters can add money to the same request, and any number of Creators can answer it. For your contributions this means:

  • Spent contributions: Amounts you have spent unlocking an answer are pay-per-view purchases - Section 4 applies, and they are final once the content is accessed.
  • Unspent contributions: If a request ends and part or all of your contribution is unspent - including when no Creator answered - you may request a refund of the unspent amount under Section 3.3 and the process in Section 6.
  • No goal mechanics: There is no "funding goal reached" moment that makes contributions non-refundable; your unspent contribution remains yours until you spend it on an unlock.

5A. Wallet Top-Ups

If you add funds to your Platform wallet, unspent wallet balance that you have not committed to a request or purchase can be refunded on request to your original payment method, excluding any promotional or bonus credits. Follow the process in Section 6.

6. Refund Process

To request a refund:

  1. Email info@reallyyou.com with your username, transaction ID, purchase date, and detailed description of the issue.
  2. Our team will acknowledge your request within 48 hours.
  3. We will investigate and provide a decision within 5-7 business days.
  4. Approved refunds are credited to your original payment method within 5-10 business days.

7. Chargebacks

Important: We strongly encourage you to contact our support team before initiating a chargeback with your bank or card issuer. We maintain detailed records of all transactions and content delivery, and will dispute fraudulent chargebacks.

Initiating an unjustified chargeback after receiving content:

  • Violates these Terms
  • May result in account termination
  • May result in being banned from future use of the Platform
  • Will be contested with evidence of delivery

For Creators: If a Supporter initiates a chargeback that results in a reversal, the corresponding amount may be deducted from your pending balance or future payouts.

8. Contact for Billing Issues

    ReallyYou - Creator Platform