Purchases and Final Sales

This policy applies to paid images, videos, audio, other media, menu items, custom orders, and paid creator chat or session offerings. A completed purchase is final and non-refundable except as expressly provided in this policy or the Terms, or required by law. This policy does not limit rights that cannot be waived.

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 those versions, legal operations, processor, entitlement path, or media-safety gates are unavailable, purchase initiation fails closed before 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. Once access is supplied, the purchase is final and non-refundable except as expressly provided in this policy or the Terms, or required by law.
• Masque does not refund because you change your mind, do not view or use an item, dislike content that matched its description, delete your account, lose access after violating policy, or expected different creator activity.
• A duplicate or confirmed unauthorized charge, processor error, or payment that never creates the purchased entitlement is a failed or invalid transaction, not a voluntary refund. Masque corrects those transactions and provides any remedy required by law.
• Safety, rights, or legal removal may end future access. Removal after access was supplied does not by itself create a refund right, although Masque may reverse a payment for fraud, unlawful activity, a serious policy breach, a processor requirement, or another legally required reason.

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, Masque treats it as a failed transaction and may reverse the payment. A reported material failure is reviewed against the recorded scope, instructions, messages, delivery evidence, and access history. Once a conforming order is supplied, it is final and non-refundable; a preference change is not a failure to deliver.

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 session products remain disabled until those states and remedies are 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 for operator resolution.
• 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. Buyer misconduct does not create a refund right.

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. Support is not a change-of-mind refund channel. Masque may ask for account verification and reviews processor, entitlement, delivery, access, and safety records to determine whether the transaction failed or an exception is legally required. Processor or legal deadlines may limit available corrections.

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.