This policy applies to paid images, videos, audio, other media, menu items, custom orders, and paid creator chat or session offerings. Digital content may be supplied immediately after payment. Masque and its payment processor review refund requests case by case. Nothing in this policy limits the issuance of refunds, Epoch's discretion to issue a refund, or your rights under applicable law.

Before you confirm

Masque displays the item, seller, price, any service or processing amount, total due today, and whether the purchase is one-time or recurring. The confirm action records the current policy versions. If any part of the purchase path is unavailable, the purchase does not start and no money moves.

Paid media unlocks

• An unlock grants personal, revocable access through your Masque account while the item remains lawfully available. It does not transfer copyright or permit redistribution.
• You request immediate supply when you confirm an unlock. Delivery and access records help us assess whether the described purchase was fulfilled.
• Tell us why you are requesting a refund, including if the content did not match its description or you changed your mind. We consider the circumstances, what was promised, and what was supplied.
• Contact us about duplicate or unauthorized charges, processor errors, or paid access that was not supplied. We investigate and arrange an appropriate correction or refund.
• Safety, rights, or legal removal may end future access. You can request a refund for affected purchases; we review the circumstances and follow processor decisions and applicable law.

Custom orders

1. The buyer submits instructions within the creator's listed boundaries.
2. The creator accepts, declines, or proposes a recorded scope, price, and deadline.
3. Payment is captured only through the enabled Masque flow and the order receives a status and reference.
4. The creator fulfills through the recorded delivery path. The buyer may report a missed deadline or material mismatch.

A declined request, prohibited request, or unaccepted quote is not charged. If an accepted paid order is canceled by the creator, misses its final deadline, or is not delivered, contact us for a refund review. We assess the recorded scope, instructions, messages, delivery evidence, and access history, including whether the delivered work materially matched the agreement. Production or delivery does not prevent you from requesting a refund or Epoch from issuing one.

Paid chat or scheduled sessions

Free text chat remains the default. A creator may charge only when an offering clearly states that it is paid. Session length, start conditions, cancellation cutoff, rescheduling, and creator no-show remedy must be displayed before payment. Paid sessions are not offered until each of those terms is enforced by the order system.

Failed, pending, and reversed payments

• A decline does not complete a purchase.
• If a charge succeeds but the item closes before entitlement is granted, Masque attempts a processor refund; if immediate refund cannot be confirmed, the amount remains visibly tracked until Masque resolves it.
• Do not repeatedly submit a payment while its status is pending. Reuse the same recorded attempt or contact support.
• Masque may void access, withhold or recover proceeds, or make a payment correction for stolen credentials, fraud, prohibited activity, a processor requirement, or a legal obligation. Refund decisions are assessed separately from safety enforcement.

Reporting a billing or delivery problem

Use support and include the transaction or order reference, what was expected, and what occurred. Do not attach a new copy of intimate media. Masque may ask for account verification and reviews processor, entitlement, delivery, access, and safety records. You can also request a refund directly through Epoch billing support for an Epoch charge. Refunds follow the processor's payment flow; we confirm the outcome after the processor responds.

Chargebacks

Contact Masque first when possible. Filing a knowingly false chargeback or using a chargeback to obtain content without payment may result in account and wallet restrictions. This applies only to unjustified or bad-faith disputes. A legitimate, good-faith card dispute does not waive your safety or consumer rights.