Purchases, Support & Refunds

1. Who is the seller?

Each creator is an independent seller and the merchant of record for products and services offered through that creator’s page.

The creator:

• sets the price;
• describes the offer;
• fulfills the order;
• handles ordinary customer support;
• decides whether to provide a correction or revision;
• decides ordinary full or partial refund requests;
• responds to payment disputes.

Brillay provides the software used to display the offer, manage the order, communicate about the purchase, facilitate payment through Stripe, and deliver applicable digital content.

Brillay receives a platform fee from eligible creator sales.

2. Contacting the creator

For questions about an order, delivery, correction, revision, missing content, or refund request, use Contact the creator about this order from the secure order page or receipt.

The request is sent directly to the creator.

The creator may:

• answer the question;
• explain how the order was fulfilled;
• provide a correction or revision;
• issue a partial refund;
• issue a full refund;
• decline the request in accordance with the creator’s stated policy and applicable law.

Brillay does not establish or guarantee a response deadline for ordinary creator customer support.

3. Personalized products and services

Personalized products and services are created for a specific customer and are generally final once delivered.

Subjective dissatisfaction, a change of mind, differences in personal taste, or dissatisfaction with a creator’s natural style, tone, opinion, or presentation do not automatically entitle a customer to a refund.

Customers should contact the creator when there is a factual, technical, or material issue, such as:

• an incorrect recipient or name;
• an unusable file;
• missing agreed content;
• a delivery that materially differs from the creator’s stated offer.

The creator’s policy displayed before purchase applies to the order, subject to applicable law.

4. Refunds

Ordinary refunds are decided and initiated by the creator.

When a creator approves a full refund:

• the approved amount is returned through Stripe to the original payment method;
• Brillay reverses the corresponding platform fee;
• Stripe’s original processing fee may remain the creator’s responsibility.

When a creator approves a partial refund:

• the approved portion is returned through Stripe; • Brillay proportionally reverses its platform fee; • Brillay retains a platform fee only on the portion of the sale that remains retained.

Refund timing is controlled by Stripe, the customer’s bank, and the payment method. A refund may take several business days to appear after Stripe confirms it.

Brillay does not promise or fund an ordinary creator refund when the creator has not approved one, except where Brillay must act because of applicable law, payment-processor requirements, fraud prevention, security, or another separately stated platform obligation.

5. Payment disputes and chargebacks

Customers may have rights through their card issuer or payment provider.

Payment disputes concerning a creator’s sale are handled through Stripe and the creator’s connected payment account.

The creator is responsible for responding to the dispute and submitting relevant evidence.

Brillay may preserve and provide transaction records, listing information, order instructions, delivery records, messages, timestamps, and other relevant platform evidence as permitted by law and Brillay’s policies.

6. What Brillay handles

Brillay handles matters involving:

• Brillay account access;
• Brillay website or technical failures;
• payment-integration errors caused by Brillay;
• suspected fraud;
• impersonation;
• abuse or harassment;
• prohibited or unlawful content;
• privacy or security concerns;
• copyright and legal requests.

These matters may be reported through Brillay’s platform support, safety, privacy, or legal channels.

7. What Brillay does not ordinarily decide

Brillay does not ordinarily determine:

• whether a creator’s style or tone was satisfactory;
• whether a personalized delivery was worth its price;
• whether a creator should provide an optional revision;
• whether a creator should grant a discretionary refund;
• how quickly a creator must answer an ordinary support request.

Brillay may still restrict or remove a creator when the creator violates Brillay’s rules, engages in fraud or abuse, misuses the payment system, or creates material safety or legal risk.

8. Applicable law

Nothing in this policy limits rights or remedies that cannot legally be waived.

If this policy conflicts with a mandatory legal requirement, the mandatory legal requirement controls.

9. Where to go

For an order, delivery, correction, revision, or refund: use Contact the creator about this order from the secure order page or receipt.

For a Brillay account or technical issue: contact Brillay Support.

For suspected fraud, abuse, or a safety concern: submit a Brillay Safety Report.

For privacy, copyright, or legal matters: use the applicable Brillay privacy, copyright, or legal request channel.