Refund & Cancellation Policy

This Refund & Cancellation Policy explains how SkinVault, Inc. (“we,” “us” or “our”) handles refunds and cancellations. It forms part of our Terms of Service. Because SkinVault is a demonstration that deals in digital and virtual goods, special rules apply to refunds and delivery.

1. Digital & Virtual Goods

Items, case outcomes and other goods on the Service are digital and/or virtual. They are typically delivered instantly upon completion of an order and have no monetary value outside the demonstration. As with most digital goods, all sales are considered final once delivery has begun, except as required by law or as expressly set out below.

2. EU/UK 14-Day Right of Withdrawal

If you are a consumer in the European Union or United Kingdom, you generally have a statutory right to withdraw from a purchase within 14 days without giving a reason.

• This right does not apply once the supply of digital content has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal.
• By purchasing an item that is delivered instantly, you expressly request immediate performance and acknowledge that you waive your 14-day withdrawal right for that item.
• Where digital content has not yet been delivered, you may withdraw within the 14-day window for a full refund.

3. Refund Eligibility

We may grant refunds in circumstances such as:

• A duplicate or accidental charge;
• A confirmed technical failure that prevented delivery of an ordered item; or
• Where required by applicable consumer-protection law.

Refunds are generally not available for:

• Items already delivered, where you have waived the withdrawal right;
• Buyer’s remorse on instantly delivered digital goods; or
• Outcomes of the case-opening experience (see Section 6).

4. How to Request a Refund

To request a refund or cancellation, email support@skinvault.com with your order number, the email used at checkout, and a brief description of the issue. Our team will review your request and respond, usually within 1–2 business days.

5. Processing Time

Approved refunds are issued to your original payment method via Stripe. Once approved, please allow 5–10 business days for the funds to appear, depending on your bank or card issuer. We do not control the timing of your issuer’s posting.

6. Case-Opening Outcomes Are Final

The case-opening feature is a randomized demonstration. The result of opening a case is final and is not eligible for refund or reversal based on the outcome you receive. Please only open cases if you understand and accept this.

7. Chargebacks

If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without first contacting us may be treated as a violation of our Acceptable Use Policy and may result in suspension or termination of your account. We reserve the right to contest chargebacks we believe to be unwarranted.

8. Contact

Questions about refunds or cancellations? Contact us at support@skinvault.com or write to SkinVault, Inc., 123 Market Street, Suite 400, Wilmington, DE 19801, USA. See also our Contact page.