Refund Policy Overview
Pro Blanche Store Service, operated by Soft Media Ltd., processes digital and physical product orders through connected WordPress stores. This refund policy applies to all purchases made through any store powered by the Pro Blanche Store platform.
Refund eligibility depends on the product type, delivery status, and time elapsed since purchase. All refund requests are reviewed individually and processed within the timeframes specified below.
Each connected store is operated independently by its owner. Store owners are responsible for communicating and honoring refund policies to their end customers. This document establishes the platform-level policy.
Digital Product Refunds
Digital products include game currency, CD keys, gift cards, mobile top-ups, software licenses, gaming accounts, vouchers, and any product delivered electronically via API.
✅ Eligible for refund
❌ Not eligible for refund
If your digital order is in the delivery queue waiting for stock, it is not eligible for a refund until the queue wait exceeds 72 hours with no delivery. At that point, you may request cancellation and a full refund.
Refund eligibility by product type
| Product Type | Condition | Refund |
|---|---|---|
| Game CD Key / Code | Not redeemed, proven invalid | Eligible |
| Game CD Key / Code | Already redeemed | Not eligible |
| Gift Card | Not used, wrong value/region | Eligible |
| Gift Card | Balance already used | Not eligible |
| Game Currency / Gold | Not credited to account yet | Case by case |
| Game Currency / Gold | Credited to account | Not eligible |
| Gaming Account | Different specs than listed | Eligible within 24h |
| Gaming Account | Accessed / played | Not eligible |
| Software License | Not activated, invalid key | Eligible |
| Mobile Top-Up / UC | Not credited after 24h | Escalation required |
| Subscription | Not activated, billing error | Eligible |
| Any digital product | Request after 24h | Not eligible |
Physical Product Refunds & Returns
Physical products are fulfilled locally by the store owner. Refund and return requests for physical items are handled directly between the customer and the store owner.
Return conditions
Not accepted for return
Return shipping costs are the responsibility of the customer unless the item was delivered damaged, defective, or incorrect. In those cases, the store owner covers return shipping.
If your physical item arrives damaged or defective, you must report it within 48 hours of delivery and provide clear photographic evidence. Late reports may not be accepted.
Subscription Plan Refunds
Refunds for Pro Blanche Store subscription plans (Professional, Agency, Enterprise, Seller plans) are governed by the following rules.
| Plan | Refund eligibility | Condition |
|---|---|---|
| Freemium (14-day trial) | No payment collected | No refund applicable |
| Professional Store | Eligible within 7 days | License not activated and not used |
| Professional Store | Not eligible | License activated and used |
| Agency / Multi-Store | Case by case | Contact support within 7 days |
| Pro Seller | Eligible within 7 days | No products uploaded, no sales |
| Pro Seller | Not eligible | Products listed or sales made |
| Enterprise / Custom | Per contract terms | Refer to signed agreement |
Once a license key has been activated in WordPress under Pro Blanche Store → License, the subscription fee is non-refundable regardless of usage duration.
We offer a 14-day free trial (Freemium plan) that requires no payment. We recommend testing the service fully during this period before upgrading to a paid plan.
Refund Processing Timeline
After a refund request is submitted and approved, the following timeline applies depending on the payment method used.
Your refund request is logged and assigned a case number. You receive a confirmation by email within 1 hour.
Our team reviews the request, checks platform logs, order history, delivery records, and product status.
You receive an approval or denial with reason. Approved refunds move to processing immediately.
Refund is issued to your original payment method. Cryptocurrency and wallet refunds may be processed as platform credits.
Bank transfers and card refunds: 3–7 additional days depending on your bank. PayPal: 1–3 days. Crypto: 1–2 days.
If the request is denied, you receive a full explanation. You may escalate by replying to the email within 14 days.
| Payment Method | Refund Processing | Customer Receipt |
|---|---|---|
| Credit / Debit Card | 3–5 business days | Up to 10 business days (bank dependent) |
| PayPal | 1–3 business days | Instant to 3 days |
| Bank Transfer (SEPA) | 3–7 business days | Up to 5 additional days |
| Cryptocurrency | 1–2 business days | Blockchain confirmation time |
| Platform Wallet / Credits | Same day | Immediate |
| Cash on Delivery (COD) | Varies by store | Arranged with store owner |
How to Submit a Refund Request
To submit a refund request, contact us through one of the channels below with all required information. Incomplete requests will cause delays.
Step-by-step process
Order number, purchase date, store URL, email address used at checkout, and the product name/type.
For digital products: screenshot of the error or invalid code. For physical products: photos of the item and any damage. For plans: your license page status.
Send a message with all the above details. Use the subject line: REFUND REQUEST — [Order Number]
You will receive a case number and initial response within 1 business day of your request.
If you have not received a response within 48 business hours, reply to your original message or contact us on WhatsApp.
Required information
Cases Where Refunds Are Not Issued
The following situations are explicitly excluded from refund eligibility under any circumstances.
Chargeback & Dispute Policy
A chargeback is a payment reversal initiated directly through your bank or card issuer. We strongly discourage initiating chargebacks without first contacting our support team, as we can often resolve issues faster through direct communication.
Using chargebacks to obtain free products — especially digital products that were successfully delivered and used — constitutes fraud. We maintain full delivery logs and will submit evidence to payment processors and, if necessary, to law enforcement.
What happens when a chargeback is filed
Your platform account and store connection are suspended pending investigation.
We compile full delivery logs, IP records, order history, and product redemption data to submit to the payment processor.
We respond to the chargeback within the required timeframe with all available evidence.
If the chargeback is withdrawn or ruled in our favor, your account may be reinstated. Fraudulent chargebacks result in permanent termination.
Before initiating a chargeback, please contact us via WhatsApp (+33 6 44 66 08 91) or email (service@softmedialtd.com). Most issues can be resolved within 24–48 hours without a chargeback.
EU Consumer Protection & Your Rights
As a company governed by French law and operating within the European Union, Soft Media Ltd. complies with EU consumer protection regulations including the Consumer Rights Directive (2011/83/EU) and the Digital Content Directive (2019/770).
Under EU law, consumers have a 14-day right of withdrawal for online purchases. However, this right is waived for digital content that has been delivered and access has begun — which you must explicitly acknowledge before completing the purchase of digital products. By completing checkout for digital items, you confirm delivery has begun and waive your right of withdrawal.
Your EU consumer rights
For disputes that cannot be resolved directly with Soft Media Ltd., EU consumers may use the ODR (Online Dispute Resolution) platform provided by the European Commission:
Contact for Refund Requests
For all refund requests, disputes, or questions about this policy, contact us through the following channels. Always include your order number and the subject line REFUND REQUEST.
Our team reviews every refund request individually. We commit to providing a clear decision with full reasoning within 48 business hours of receiving a complete request.