1. Digital content

SplitClips sells digital content (video/photo access and custom commissions). Because this content is delivered instantly and cannot be "returned," purchases are generally non-refundable once the content has been accessed or unlocked.

When you confirm a purchase you agree to immediate delivery and acknowledge that, once you choose to start watching or viewing the content, your statutory right to cancel under the Consumer Contracts Regulations 2013 ends. This is shown to you at the point of purchase, before you confirm.

A 48-hour pass runs for 48 hours from the first time you press play on that clip. A pass you have not yet started stays available to start for 30 days from purchase.

Where a Seller chooses to refund a purchase, in full or in part (a part refund can be topped up later until the sale is fully refunded), the SplitCoins are returned to your wallet as purchased (spend-only) coins. A refund the Seller chooses to give is paid from their own wallet balance. That is different from a refund we uphold after a report (for example a Custom Order that was never delivered): those are taken from the Seller's wallet, then their clearing balance, then any forfeited SplitCoins, and any shortfall is recorded as a debt against their future earnings — see Terms of Service, Sections 5 and 5D.

2. SplitCoin deposits

Once SplitCoins are purchased and credited to your wallet, that purchase is treated as final, and we do not offer refunds of purchased SplitCoins, save in the following circumstances: (a) a documented technical error resulted in SplitCoins being purchased but not credited, or credited in an incorrect amount, in which case a verified refund request will be resolved within 48 hours of the original transaction; or (b) you contact us within 14 days of the transaction and no part of that specific deposit has yet been spent. This clause does not affect, and is not intended to limit, any right you have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable law that cannot lawfully be excluded by contract.

3. Custom commissions

Custom Orders are agreed directly between Buyer and Seller and paid to the Seller when the Buyer accepts. The Seller has 48 hours to deliver. If nothing has been delivered after 48 hours, use the "Raise with admin" button on the order card in your conversation — it unlocks 48 hours after payment, and you can withdraw the report at any time if the order arrives. The Seller is told straight away and has a further 48 hours to deliver or respond; if they do not, we cancel the order and refund the full SplitCoin amount to your wallet, funded from their wallet, their clearing balance and any forfeited SplitCoins (Terms, Section 5D). Sellers who take payment without delivering are removed from the Platform. Refunds are made in SplitCoins to your wallet, not to your card. Disputes about the quality or content of a delivered custom are reviewed case by case and refunds are at our discretion.

3A. Lifetime access and removed listings

Where you have purchased lifetime ("Own Forever") access to a clip and the Seller later removes the listing, your access continues from My Purchased Content and no refund is due. Where a 48-hour pass ends early because a listing is removed, contact support within 7 days for a pro-rata SplitCoin refund of the unused time.

3B. Seller withdrawals

Once a withdrawal request has been submitted the SplitCoins are removed from your wallet. If we reject a request (for example, because the payout details are incomplete) the full amount is returned to your wallet and no fee is charged. Once a withdrawal has been marked paid it cannot be reversed. Sums recovered from a Seller's wallet or future earnings under Section 5 of the Terms of Service (refunds, chargebacks) are not refundable to the Seller.

4. Seller subscriptions (Elite Creator and Premium-Elite)

The first payment is made by card. If you are entitled to a cooling-off period under the Consumer Contracts Regulations 2013, you may cancel within 14 days of that first payment for a full refund, provided you have not yet used the paid features (uploading a clip, using the Whale List or Who's Viewed You counts as use). Renewals are billed every 30 days from your wallet balance in SplitCoins and can be cancelled at any time; cancellation stops future billing but does not refund the current period already paid. Where a free trial applies, no charge is made during the trial.

5. Chargebacks

If you have an issue with a payment, please contact us before raising a chargeback with your bank or card provider — most issues can be resolved faster this way, and an unwarranted chargeback may result in account suspension. See our Transaction Monitoring, Anti-Fraud & Chargeback Policy for full detail on how we handle chargebacks and monitor for fraud. Where a chargeback is raised on a SplitCoin purchase, the corresponding SplitCoins are removed from the Buyer's wallet and, where they have already been spent, recovered from the relevant Seller's wallet or future earnings as set out in the Terms of Service.

6. How to request a refund

Email support@splitclips.co.uk with your account username, the transaction date, and a description of the issue. We aim to respond within 5 business days.