REFUND, CANCELLATION & WITHDRAWAL POLICY

Last updated: 13 August 2026

This policy separates TCM's voluntary product promises from statutory consumer rights. Mandatory rights always prevail.

1. TCM voluntary refund promises

Current WALL publication. For current orders, canonical WALL publication is automatic only after confirmed payment and valid Locked Provenance when the buyer opted in. There is no routine pre-publication review. Historical SPOTLIGHT orders expressly sold under a review/refund promise remain governed by that legacy promise. An initiated refund must display REFUND PENDING until the payment processor confirms completion.

Duplicate confirmed charge. A verified accidental duplicate charge for the same intended order will be refunded for the duplicate amount.

TCM-caused non-supply. If TCM accepts payment but cannot supply the purchased digital service, statutory remedies and any applicable voluntary refund will be provided. [S2]

2. EU/EEA 14-day withdrawal baseline

Where the EU consumer withdrawal regime applies to a distance contract, a consumer generally has a 14-day withdrawal period unless and to the extent a lawful exception applies. [S1]

TCM will not use “all sales final after payment” as a blanket rule.

3. Immediate performance - service analysis

TCM starts the service promptly after payment. For a service contract, the statutory exception is reached only after full performance where the consumer gave prior express consent/request to start during the withdrawal period and acknowledged that the right would be lost after full performance. Before full performance, a withdrawing consumer may owe only the legally permitted proportion for performance already supplied, and only if statutory information/request conditions are met. [S1]

Production checkout must therefore obtain a separate, unchecked immediate-performance request/acknowledgement and keep evidence of it.

4. Digital-content component

If a competent authority/court treats a component as non-tangible digital content rather than (or in addition to) a digital service, the separate digital-content exception conditions apply: prior express consent to start during the withdrawal period, acknowledgement of the resulting loss of withdrawal right, and contract confirmation as required. [S1]

Because TCM has mixed service/content characteristics, the production policy uses the more conservative service-oriented implementation unless Romanian counsel approves a more specific classification.

5. When voluntary refunds are not automatic

Subject always to mandatory law, the following do not by themselves create a voluntary refund entitlement after proper supply:

• the recipient does not open the private recipient link;
• the recipient opens but does not reply;
• the recipient dislikes or rejects the message;
• the sender regrets the emotional content after supply;
• a relationship changes after the TCM was supplied;
• a WALL entry receives fewer views/reactions than hoped (no reach is promised);
• the sender loses or publicly shares their own private recipient link.

6. Content-rule removals after publication

A WALL entry that was lawfully published and later removed for the sender's breach of Content Rules does not automatically receive a voluntary refund, subject to mandatory consumer rights and the specific circumstances. Any restriction must be handled consistently with applicable DSA duties where in scope. [S7]

7. Fraud, disputes and chargebacks

TCM may suspend verification/delivery while a payment is disputed or reversed. A live verification record should distinguish PAID, REFUND PENDING, PARTIALLY REFUNDED, REFUNDED, DISPUTED and REVERSED where those states exist. A screenshot is not the source of truth.

8. How to request withdrawal/refund

Contact /legal/contact/ with TCM ID, checkout/payment reference if available, reason and enough information to locate the transaction. Do not send full card numbers or CVC.

For an EU withdrawal request, a clear statement that the consumer is withdrawing is sufficient where law applies; TCM should also provide the statutory model form in the durable-medium order confirmation where required.

9. Refund timing/method

Refunds are returned to the original payment method unless law requires or the parties lawfully agree otherwise. Processing time depends on the payment network. TCM will not misrepresent processor settlement time.