Credits — Top-up & Refund Policy

Last updated: 2026-10-18

This policy governs the purchase, use, and refund of HomePrintWall Credits ("Credits"). By topping up Credits you agree to this policy together with our Terms of Service and Privacy Policy. In any conflict, this policy governs matters specific to Credits.

Payments for Credit top-ups are handled by Creem as Merchant of Record. Creem's Buyer Terms of Service also apply to your top-up transaction and to Creem's checkout and customer portal, and take precedence over this policy to the extent of any inconsistency concerning the payment.

1. What Credits are

Credits are a closed-loop, account-bound virtual balance that can be used only to redeem digital artwork downloads on HomePrintWall. Credits are:

• Not legal tender, cash, a deposit, a financial instrument, or stored-value / electronic money;
• Not redeemable, exchangeable, or withdrawable for any fiat currency or cryptocurrency at the holder's option (the limited refund of unused Credits described in Section 4 is a refund of a purchase, not a cash-out of Credits);
• Not transferable, assignable, giftable, or poolable between accounts;
• Valid indefinitely — Credits do not expire as long as your account remains active.
• On account closure or deletion (including a deletion request you make under GDPR/CCPA), any unused Credits are forfeited and are not refundable, because Credits are non-cash and not redeemable for money.

The rate is fixed at 1 Credit = US$0.10. Credits have no monetary value outside HomePrintWall.

2. Buying Credits

• Top-up amounts are in US dollars, minimum $5, in $5 increments (e.g. $5, $10, $25, $50, $100).
• Per-transaction cap: $500. Account balance cap: $2,000 (20,000 Credits). Top-ups that would exceed the balance cap are rejected.
• Payments are processed by Creem, our Merchant of Record, which handles payment processing and all applicable VAT / GST / sales tax and issues the invoice.
• Before each top-up you must explicitly check a box acknowledging that Credits are non-cash / non-transferable, that redeemed downloads are final, and — where the EU 14-day withdrawal right would otherwise apply — that digital content delivery begins before the withdrawal period expires and you therefore waive that right. This acknowledgement is timestamped and recorded.
• Credits are credited to your account only after the payment settles successfully. Pending or refunded payments never credit Credits.

3. Using Credits

When you redeem Credits for a digital product, the Credits are deducted immediately and the download is delivered. Once Credits are redeemed for a download, that portion is final and is not refundable, because the digital content has been delivered (see Section 4 and our Refund Policy).

4. Refunds of unused Credits

We refund only Credits that have not yet been redeemed for a download. The following conditions apply:

• Eligibility window: refund requests must be made within 30 days of the top-up date. After 30 days, unused Credits remain valid and usable but are no longer refundable.
• Refund amount is net of the original transaction fee. Creem does not charge a separate fee for processing refunds; however, the original transaction processing fee (3.9% + $0.40) that Creem pays to its payment providers is not returned on refund and is therefore deducted from the amount refunded. Any VAT/GST/sales tax collected on the top-up is reversed by Creem on refund. Your refund equals the unused proportion of the top-up, calculated as:
  (unused Credits ÷ Credits purchased in that top-up) × (amount paid − original processing fee).
  This ensures we never refund more than we actually received.
• Minimum refundable amount: $1.00. Balances below $1.00 are not refunded in cash but remain as usable Credits.
• Original payment method only. Refunds are issued exclusively by Creem as a reversal to the exact card, wallet, or account used for the purchase — never to a different instrument. This is a core anti-fraud / anti-money-laundering control.
• One refund per top-up transaction. Partial refunds are not available; the entire unused balance of a given top-up may be refunded once.

5. Anti-Money-Laundering & Abuse Controls

Because Credits cannot be cashed out or transferred, the principal laundering vector (buy with illicit funds → extract value) is structurally closed. In addition we apply:

• No cash-out / no peer transfer: Credits can only be spent on HomePrintWall downloads; they cannot be converted to money or moved to another user.
• Transaction & balance limits: the $500 per-transaction and $2,000 balance caps above limit exposure and any stored-value-like liability.
• Velocity monitoring: we monitor for structuring (repeated purchases just below thresholds) and abnormal patterns, and may hold, delay, or block suspicious top-ups.
• Know-Your-Customer (KYC): we may require identity verification and proof of payment source when cumulative top-ups reach applicable thresholds (e.g. $1,000) or when risk signals are present.
• Sanctions & restricted jurisdictions: we screen against applicable sanctions lists (e.g. OFAC, EU, UN) and do not serve restricted territories.
• Chargebacks & disputed payments: Credits tied to a disputed or reversed payment are immediately frozen and, on a successful chargeback, revoked; repeat abuse may result in account suspension and forfeiture of related Credits.
• Suspicious activity: where required by law we report to the relevant Financial Intelligence Unit.

6. Taxes

Creem, as Merchant of Record, calculates and collects VAT / GST / sales tax on the top-up and reverses the corresponding tax on any refund. HomePrintWall does not separately invoice top-ups.

7. Data retention

Purchase and refund records are retained for the period required by applicable tax and anti-money-laundering law (commonly 5–7 years).

8. Changes

We may update this policy. Material changes will be posted on this page with a revised date; continued use after changes constitutes acceptance.

Contact

For refund requests or questions, contact [email protected] with your order number (PW-…).