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Can I set a custom policy in addition to itch.io's refund policy?

A topic by seven_zero created Aug 01, 2024 Views: 220 Replies: 4

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Hello!

I had a store on Gumroad and Ko-fi, where sellers can set their own refund policies and It's also recommended to create a custom policy in addition to site policy there.

I spoke with a friend who sells on itch.io, and she said there isn't really a field for custom policies.

My question is:

- Can we create a custom refund policy in addition to itch.io's existing refund policy?

- When a dispute or refund request arises, can we use our custom policy to address it?

Specifically, I'd like to set a no-refund policy for graphic assets (except for undownloaded items or items with significant problems / or technical problems). Since, once someone downloads graphic assets, they basically own them. It doesn't seem fair if they know everything in the pack, know what it looks like, and then ask for a refund after they've got what they wanted.

Would it be okay to implement such policy on itch.io like I had on Gumroad, or would that cause any problems?

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redonihunter136 days ago

Since, once someone downloads graphic assets, they basically own them.

Software piracy and copyright. They do not own them after a refund. They could always just steal your assets from other games. Why the hassle of demanding refund and still use them. You know they have them and could watch their release and screw them majorly if they use the refunded assets.

And since there is no drm on Itch, refunds are on a case by case basis. As contrasted to Steam with their ability to remove the game from your account, so they can offer a no questions asked refund policy.

If your assets are not what you promised, a no-refund-policy will not protect you from refunds.

Legally, you will ony be able to implement a refund policy that is better for the customer, not worse, than the platform's rules. The case by case dispute resolve is already the best you can have:

You may be eligible for a refund if the product does not work or does not represent what was advertised.

Is that not what you wanted to have as an exception?

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seven_zero136 days ago

I think Itch.io's refund policy is already fine / what I want. However, it's quite short. I'd like to create a more detailed explanation outlining what is refundable and what's not. My policy would largely align with Itch.io's ("You may be eligible for a refund if the product does not work or does not represent what was advertised").

But with more explanation / examples to clarify when a refund would or wouldn't be issued by me. (I think Itch.io automatically gives refunds if ppl haven't downloaded the stuff yet. So, my addition refund policy would only cover problems between me and the buyer) This will help me reduce the need for repeated explanations on kind of thing.

Based on my experience, some people buy stuff and then later ask for a refund because they changed their minds / no longer need it. I don't have time & ability to check whether it's true. So, I want to be clear in my refund policy that I can’t / don't want to give a refund just because someone no longer need it. But I’m not sure if Itch will let me say that.

(I want to state clearly that refunds for changes of mind or no longer needing the item are not granted, or will be subject to partial refunds to cover any incurred fees.)

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redonihunter136 days ago

As far as I know, Itch does not do any automatic refunding. You might have noticed, that there is no button to request a refund. None at all. You need to contact support. That is an email. With text in it, that the customer wrote, explaining what the problem is.

and then later ask for a refund because they changed their minds / no longer need it

That would not be an eliglible refund reason. But in some cases Itch staff might grant it anways. They want customers to be happy.

My assumption is, there are not that many refund requests to begin with and they know pretty well wich ones are frivoulous. My reasoning is, if they were swamped with refund requests, they would have implemented a better system with more automatisms.

Maybe it is different with assets, but I have read literally thousands of game descriptions on Itch. Talking about refunds is not a thing. At least not in the description. And I do not remember anyone advertising their refund policy specifically. Or advertisng the fact that there are no general refunds for buyer's remorse.

If you do not want to change policy significantly, spelling out the obvious might have a detrimental effect. You put the concept of refund in the mind of the buyer.

Typically, when a refund policy is advertised, than for one of two reasons: to protect yourself from people trying to get refunds that you would not grant. And to really advertise how good your shop is, and that you can buy without worry, since it is so easy to refund items.

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seven_zero136 days ago

I'd like to make an addition. Can I write my own refund policy on my website and link it on the Itch.io bio page for that policy to apply? Alternatively, can I write the policy once on my bio page and use it for multiple projects/items (with a note telling people to check the bio page for the refund policy)?

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