All products sold on Scarlet are digital goods. Due to the nature of digital products, all sales are final. However, we are committed to ensuring our products work as advertised and provide compensation when issues occur on our end.
1. General Refund Policy
Once a product is purchased and delivered, we do not offer refunds. This is because:
Digital products cannot be "returned" once accessed
License keys are generated and activated immediately
The product is delivered instantly upon purchase
No Refunds In These Cases
✗User misuses the product and then claims it doesn't work
✗User gets banned due to their own actions (streaming, being obvious, etc.)
✗User doesn't follow setup instructions and claims product is broken
✗User's system doesn't meet minimum requirements
✗User simply "changed their mind" after purchase
✗User purchased the wrong product without contacting support first
✗User shares their license key and it gets revoked
2. When We DO Provide Compensation
We believe in fair treatment of our customers. While we don't offer cash refunds, we DO provide compensation in the following situations:
We WILL Compensate You For
✓Product downtime: Time extension equal to downtime duration
✓Product doesn't work as advertised: Time extension or replacement
✓Extended maintenance: License time extended accordingly
✓Loader/injection issues on our end: Full support until resolved + time extension
✓Server issues preventing access: Time added to your license
3. Time Extensions
Instead of refunds, we provide time extensions to your license when issues occur:
Minor Downtime
1-4 hours = 1 day added
Extended Downtime
4-24 hours = 2-3 days added
Major Outage
24+ hours = Week extension or more
4. How to Request Compensation
If you believe you're entitled to compensation, contact us through any of these channels:
Our support team is available 24/7. Use our AI Support for instant help, create a ticket for complex issues, or join our Discord for community support. We're here to help!
5. What We Need From You
When requesting compensation, please provide:
Your license key or order ID
Screenshots or proof of the issue
Date and time when the issue occurred
Description of what happened
6. Processing Time
Compensation requests are typically processed within:
AI Support: Instant for common issues
Tickets: Within 24 hours
Discord: Real-time during active hours
7. Disputes
If you disagree with our decision, you may escalate the issue by:
Opening a new ticket with additional evidence
Contacting a senior support member on Discord
Waiting for an admin review (within 48 hours)
8. Chargebacks
Warning: Chargebacks
Filing a chargeback without first contacting our support will result in immediate account termination and a permanent ban from all Scarlet services. Always contact support first - we're here to help resolve any issues.
9. Policy Changes
We reserve the right to modify this refund policy at any time. Significant changes will be announced on our Discord and website.
Summary
• No cash refunds on digital products
• Time extensions provided for legitimate issues
• 24/7 support via AI, Tickets, and Discord
• Fair compensation for downtime and product issues