1. Purpose
This Refund Policy explains when refunds, partial refunds, credits, cancellations, and payment reversals may be available for purchases made through KANAPURO.
This Policy forms part of the KANAPURO Terms of Service and should be read together with the Commission Policy and any applicable Commission Agreement.
Where a Commission Agreement establishes project-specific refund terms, that agreement controls only for that project.
2. General Principles
KANAPURO strives to treat Customers fairly while recognizing that many Products and Services involve significant time, labor, and creative effort.
Refund eligibility depends on the type of Product or Service purchased, the stage of completion, applicable law, and any project-specific agreement.
Nothing in this Policy limits mandatory consumer rights that cannot legally be waived.
3. Commission Refunds
Commission refund eligibility is determined according to both the applicable Commission Agreement and the amount of work completed.
As a general guideline:
- before work begins, Customers may be eligible for a full refund;
- after work has begun, refunds may be reduced to reflect work already completed;
- once substantial portions of a commission have been completed, only partial refunds may be available;
- completed commissions are generally not eligible for refunds.
Where a Commission Agreement establishes milestone-based refund terms, those terms govern that project.
4. Commission Inactivity and Approval Delays
If a Customer fails to respond to a needed approval request, revision request, clarification request, or other project communication, KANAPURO may pause, continue, or close the commission as described in the Commission Policy and applicable Commission Agreement.
Refund eligibility after Customer inactivity is based on work already completed, time already spent, and the stage reached at the time the refund is requested or the project is closed.
A Customer is not entitled to a larger refund solely because KANAPURO continued work using reasonable artistic judgment after progress updates, prior approvals, or Customer inactivity.
If KANAPURO specifically requested approval before continuing and chose to pause work pending a response, refund eligibility is based on the stage reached before the pause.
5. Digital Products
Unless otherwise required by applicable law, Digital Products are generally non-refundable once delivery has begun or access has been provided.
Examples include downloadable artwork, digital assets, templates, documents, software, licenses, and similar electronically delivered Products.
Exceptions may be made at KANAPURO's sole discretion or where required by law.
6. Physical Products
Refund eligibility for Physical Products depends on the nature of the Product, its condition, and applicable consumer protection laws.
Where returns are accepted, Customers may be responsible for return shipping unless otherwise required by law.
Returned Products must generally be unused and in substantially the same condition in which they were received unless the Product was defective or incorrect.
7. Physical Product Shipping Issues
If a Physical Product arrives defective, damaged, incorrect, or materially different from its description, the Customer should contact KANAPURO within a reasonable time and provide relevant order information and supporting evidence where available.
KANAPURO may offer a refund, replacement, store credit, or other resolution depending on the circumstances, Product availability, and applicable law.
KANAPURO is not responsible for customs fees, import duties, taxes, carrier delays, failed delivery caused by incorrect Customer information, or packages abandoned or refused by the Customer, except where required by applicable law.
8. Cancellations
Customers may request cancellation before a Product or Service has been completed.
Cancellation does not automatically guarantee a refund.
Approved cancellations are processed in accordance with this Policy and any applicable agreement.
KANAPURO may also cancel an order where fulfillment becomes impossible, unlawful, unsafe, fraudulent, or commercially unreasonable.
9. Chargebacks
Customers are encouraged to contact KANAPURO before initiating a payment dispute or chargeback.
KANAPURO will make reasonable efforts to resolve payment concerns directly.
Fraudulent or abusive chargebacks may result in suspension of Services, termination of Accounts, revocation of licenses, or other action permitted under the Terms of Service.
10. Processing Refunds
Approved refunds will generally be issued using the original payment method where reasonably possible.
Processing times vary depending on the payment provider and financial institution.
KANAPURO is not responsible for delays caused by third-party payment processors or banks.
11. International Consumer Rights
Some Customers may have mandatory cancellation, withdrawal, return, replacement, or refund rights under the laws of their country or region.
Nothing in this Policy limits those rights.
Where legally required, KANAPURO may request affirmative acknowledgment before providing immediate access to Digital Products or custom Services that may affect cancellation or withdrawal rights.
Custom commissions, personalized goods, and bespoke creative Services may be subject to different cancellation rules than standard Products under applicable consumer law.
12. Contact
Questions regarding refunds or cancellations may be submitted by email or customer support phone.
Email: henry@kanapuro.com
Customer support: +1 (937) 388-4511