Unspent credits: 14 days
Ask within 14 days of buying a pack and we will refund any credits from it you have not spent, to the way you paid. Write to hello@desantosworld.com from the address on your account.
Spent credits
Credits already spent on a photo set or a live pass are not refundable: the set is unlocked for good the moment you spend, and a pass starts running immediately. That is the trade for instant access.
This does not affect your legal rights if something is faulty, missing or not as described.
When something goes wrong
If an unlock fails, you are not charged: the site reverses the spend itself, and any credits taken come back automatically within a few minutes. If a balance still looks wrong after that, tell us and we will sort it.
If a live pass runs with nothing broadcast, write to us. We will extend it or refund it.
Your statutory rights
Under the Consumer Contracts Regulations 2013, a UK or EU consumer normally has 14 days to cancel a purchase of digital content. By spending credits on a set or a pass you ask for immediate delivery, and you accept that you lose the right to cancel that particular purchase once it is delivered. We ask you to confirm the price before every spend for exactly this reason.
Your unspent balance is unaffected — see the top of this page. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described; if it is not, you are entitled to a repair, replacement or refund, and nothing here limits that.
Chargebacks
If something is wrong, ask us first — we would rather refund you than argue with a bank. Raising a chargeback instead suspends the account while it is resolved.