Refund Policy
Last updated: June 10, 2026
Important before you pay
Bitcoin Lightning and on-chain Bitcoin payments are sent directly from the buyer to the creator. Zapable does not hold those funds, cannot reverse the transaction, and cannot issue a Bitcoin refund from money it never controlled.
Any Bitcoin refund is a separate voluntary payment from the creator to the buyer. Buyers should review the creator, product details, and refund terms before purchasing.
1. Zapable is non-custodial
Zapable provides marketplace, checkout, and delivery tools. For Bitcoin Lightning and on-chain Bitcoin purchases, payment goes directly to the creator's wallet. Zapable does not take custody of Bitcoin, store private keys, operate a buyer balance, or keep a reserve that can be used for refunds.
Because Zapable does not control Bitcoin payments, Zapable cannot reverse, claw back, retrieve, guarantee, or insure those payments.
2. Bitcoin and Lightning purchases
Final payment rail
Bitcoin transactions are final once sent. Lightning payments usually settle within seconds. On-chain payments are final and irreversible once broadcast and confirmed. Network design, wallet behavior, fees, exchange-rate movement, incorrect addresses, underpayments, overpayments, and mistaken sends are outside Zapable's control.
If a creator chooses to refund a Bitcoin purchase, the creator must send a new payment to a refund destination provided by the buyer. The creator may ask for reasonable information to verify the order and prevent fraud. Any network fees, wallet limits, exchange-rate differences, or tax consequences are between the buyer and creator unless applicable law requires otherwise.
3. Creator responsibility
Creators are responsible for the products they sell, their product descriptions, delivery promises, customer support, and any refund commitments they choose to make. If a creator advertises a satisfaction guarantee or refund window, that commitment belongs to the creator, not to Zapable, for Bitcoin payments.
Zapable may help route support requests, investigate abuse, remove listings, or restrict accounts that violate our Terms, but those platform actions do not mean Zapable can force or fund a Bitcoin refund.
4. Card payments
Different payment rail
Card payments are processed through Stripe and card networks. Card refunds, disputes, reversals, and chargebacks may be subject to Stripe's terms, card-network rules, applicable law, and the creator's product terms. A card purchase does not make Zapable responsible for Bitcoin refunds, and a Bitcoin purchase does not create card-style chargeback rights.
5. EU right of withdrawal (digital content)
EU consumers normally have a 14-day right of withdrawal for online purchases. For digital content that is delivered immediately, this right is lost when you expressly consent to immediate delivery and acknowledge losing it — which is why our checkout asks you to confirm exactly that before you pay. If you do not give that consent, you cannot complete the purchase.
This waiver does not affect your statutory rights if the content is defective or not as described (legal guarantee of conformity, Directive (EU) 2019/770). In that case, contact the creator first, and support@zapable.net if you can't resolve it.
6. Before requesting help
If you believe a creator should refund a purchase, email support with your order ID, product link, purchase email, payment method, and a clear description of the issue. We may forward relevant details to the creator or ask for more information.
Do not send private keys, seed phrases, wallet backup words, or unrelated personal documents. Zapable will never ask for them.
Need support?
Email us with your order details and the creator or product link.
This policy is part of our Terms of Service. Nothing in this policy limits mandatory rights that cannot be waived under applicable consumer law.