Refunds & Returns

This page describes how refunds and returns work for digital products, NFTs, and templates purchased with Tari / Ootle. Because nothing physical is shipped, there is no return shipping — refunds are settled on-chain.

What we sell

Everything in this store is digital: downloadable files, on-chain NFTs, confidential assets, and Ootle templates (smart contracts). There is nothing to ship and nothing to mail back. “Returns” therefore means a refund settled back to you on the Tari network, not a physical return.

Refund window

Refund requests must be made within 14 days of purchase. Because digital goods and on-chain assets can be copied, transferred, or used immediately, eligibility is stricter than for physical goods.

What is refundable

Downloadable products (files, templates, tooling) — refundable within 14 days if the file has not been downloaded.
Templates — refundable within 14 days if the template has not been published or deployed on-chain.
Confidential assets / fungible tokens — refundable if the asset is still unspent and in your wallet.

What is NOT refundable

NFTs that have been transferred, sold, or used — once an NFT leaves your wallet or is consumed by an application, it cannot be returned.
Templates already published to the network — a published template is on-chain and cannot be withdrawn.
Assets that have been spent, burned, or revealed — confidential amounts, once decrypted or spent, are final.
Network transaction fees — fees paid to the Tari network for settlement are non-refundable.
Any product used, downloaded, or deployed — digital goods are considered “used” on first download, deployment, or transfer.

How privacy affects refunds

Purchases made in stealth (confidential) mode settle to a one-time stealth address with a blinded amount and an encrypted on-chain memo. To process a refund we verify your purchase using the encrypted memo attached to your order — the order reference only you and the merchant can read. We do not require you to reveal your wallet identity, your balance, or any other order.

Refunds are sent back to a new one-time stealth address generated for your refund, so the refund is not publicly linkable to your original purchase on-chain.

How to request a refund

Email us at {email} with your order number and the transaction hash from your Ootle payment.
Include the encrypted memo (or your order reference) so we can confirm the purchase without exposing your identity.
We verify the order is eligible, then issue the refund as an on-chain transfer to a fresh stealth address.
You will receive the refund transaction hash once it settles.

Refund timing

Approved refunds are submitted to the Tari network within 2 business days. Settlement time depends on network finalization, typically a few minutes to a few hours. Because refunds are on-chain transfers, they are irreversible once confirmed — there is no chargeback.

Disputes and webhook events

The payment gateway handles six webhook events — completed, failed, cancelled, refunded, dispute created, and dispute resolved. If a payment is disputed, the order is paused and the dispute is resolved on-chain before any refund is issued.

No physical returns

There is no shipping, no packaging, and no physical return address. Please do not attempt to mail anything. All refunds are digital and settled on the Tari network.