Refund policy

Last updated 2026-07-27

The short version

Ask within 14 days and we will refund you. You do not need to give a reason, and we will not argue with you about it.

How to request one

Email support@derwentlabs.com within 14 days of your payment confirming on-chain, and include:

• The transaction hash of your payment.
• The network you paid on.
• The address you paid from, if it differs from the sending address on that transaction.

We will confirm receipt and send the refund. We aim to process within five working days of confirming the payment.

Where the refund goes

To the address the payment came from, in the same asset, on the same network. This is not a preference — it is the only address we can verify actually belongs to the buyer. Sending a refund to an address supplied later by message would make us trivially exploitable by anyone who can watch the blockchain and see that a payment happened.

If you paid from an address you cannot receive at — an exchange deposit address, for instance — tell us in your request. We will work with you to find a verifiable alternative, but we may need additional proof that you control the destination.

Amount refunded

We refund the full amount you paid us. We cannot refund the network transaction fee you paid to send it, because that went to the network, not to us. The refund transfer itself costs us a network fee, which we absorb.

Refunds are denominated in the asset you paid in. If the value of that asset has moved between your payment and the refund, you receive the same number of units, not the same fiat value.

After the window

The 14-day window is what we commit to. Outside it, ask anyway — if something went genuinely wrong on our side, such as delivery failing or the product not matching its description, we will put it right regardless of how long it has been.

What we will not do

• We will not refuse a refund because you have already downloaded the material. It is a digital product; of course you have. That is not a reason.
• We will not require you to justify the request or complete a retention process.
• We will not refund funds we never received, such as a payment sent to an unpublished address.

If something goes wrong

If you paid and did not receive access, contact us with your transaction hash. Your purchase is safe and we will honour it. Delivery problems are our responsibility to fix, and they are not counted against your refund window.