Billing Support
How fees work, how to get a refund, what to do about a chargeback, and when payouts arrive.
Last updated
This is a draft, pending review by our lawyers
It describes how Unlockable works today and is published so that it exists rather than because it is final. Sections marked in square brackets are placeholders that must be completed from the company records. It is not legal advice to you, and you should not rely on it as a legal opinion.
Everything about money on Unlockable: what things cost, how to get a refund, when sellers get paid, and who to contact when something is wrong.
DRAFT — pending review by our lawyers. It describes how billing actually works today. The refund and chargeback processes must be checked by a lawyer against consumer law in the markets we sell into before this is final.
Contact us first
Include the email address you paid with, or the link you bought from, and what went wrong. A person reads these. Most issues are resolved the same working day.
We aim to respond to every billing query within [RESPONSE TIME TO BE CONFIRMED].
If you are a buyer
What you are charged
The checkout shows three things before you pay:
| Line | What it is |
|---|---|
| The product | The price the seller set |
| Privacy & security fee | 10%, charged to you on top of the price |
| Total | What your card is actually charged |
So a £40 product costs you £44. The fee is shown separately rather than folded into the price, so you can see what the seller receives and what the platform charges.
Prices are set by sellers. Unlockable does not set them.
Ways to pay
Card, PayPal, Apple Pay and Google Pay. You are taken to the payment processor to pay, and your card details are entered there — Unlockable never receives or stores your card number.
You do not need an account to buy. We ask for your email address so we can send your receipt and your download.
Your receipt
Your receipt is emailed when payment completes, and it shows what you bought, when, and how much you paid. If you need a VAT invoice or a receipt with different details on it, contact us — [WHETHER VAT INVOICES CAN BE PROVIDED, AND BY WHOM, TO BE CONFIRMED].
The 30-day money-back guarantee
Every purchase on Unlockable carries a 30-day money-back guarantee.
If what you bought is not what was described, does not work, or is not what you expected, email support@unlockable.org within 30 days of purchase. Tell us the email address you paid with and what the problem is. We will refund you.
You do not have to prove anything, and you do not have to justify it. If you are within 30 days, we refund it.
How the refund is paid. Back to the payment method you used, through the same processor. Refunds normally appear within [TIMESCALE TO BE CONFIRMED], depending on your bank.
What happens to the seller. The earnings are reversed from the seller's balance. That is between us and the seller — it does not affect your refund.
If you are outside 30 days. Contact us anyway. Where a product was materially misdescribed, or was never delivered at all, we will look at it regardless of how much time has passed. [WHETHER REFUNDS BEYOND 30 DAYS ARE DISCRETIONARY OR A GUARANTEED RIGHT MUST BE SETTLED BY A LAWYER.]
If the download does not work
Tell us before asking for a refund — it is usually a one-minute fix.
Common causes: the file is a zip that needs extracting, a template needs a free account with the tool it was made in, or the email went to a spam folder. Reply to your receipt and we will sort it.
Chargebacks
If you ask your bank for a chargeback instead of contacting us, we are told, and we may ask the seller for evidence that the product was delivered.
A chargeback usually takes longer than asking us, and it costs the seller a fee even when the dispute is resolved in their favour. If something is wrong, email us first — it is faster, and it is free.
[THE CHARGEBACK PROCESS, INCLUDING WHETHER WE CONTEST DISPUTES AND ON WHAT EVIDENCE, TO BE CONFIRMED.]
If you are a seller
What you pay
Nothing until something sells. No monthly fee, no listing fee, no charge for uploading.
On a sale: we keep 10% of the price you set, the buyer pays a 10% privacy & security fee on top, and you receive 80% of your price. Card processing comes out of our share, not yours.
On a £40 sale you receive £36.
When you get paid
| Stage | When |
|---|---|
| Sale completed | Balance shows as pending |
| Settlement | 5 working days later — weekends and public holidays do not count |
| Available | You can request a payout |
| Payout released | After a person reviews it |
So a sale on a Friday settles the following Friday.
The settlement period exists partly so that a refund can be paid from money that has not been released yet.
Requesting a payout
- Minimum payout: £20, or the equivalent in your wallet currency
- You need to have completed identity verification and added a bank account
- Payouts are reviewed before release, so the money does not leave the moment you ask
You hold a separate balance in each currency you sell in — USD, GBP and EUR — so a dollar sale is not converted into pounds unless you want it to be.
Where to see everything
The Wallet section of the app shows your pending balance, your available balance, every transaction, and the analytics for each product: views, checkout starts, unlocks, conversion and earnings.
Refunds and your balance
If a buyer is refunded, the earnings are reversed from your balance. If the money has already been paid out, it is deducted from your next payout.
Tax
You are the seller. Unlockable runs the payment rail and pays you. Your income tax, sales tax and VAT position is your own, and we do not collect or remit tax on your behalf. We will provide the transaction records you need, and where the law requires us to report or withhold, we will tell you.
[WHETHER THE PLATFORM IS REQUIRED TO ISSUE TAX FORMS IN ANY MARKET — FOR EXAMPLE 1099-K IN THE UNITED STATES — TO BE CONFIRMED.]
Selling in more than one currency
Your prices are set per product, in whichever of the three currencies you choose. Buyers see the price in the currency you set it in.
Something not covered here
If your question is about money and it is not answered above, email support@unlockable.org. If it turns out to be a question other people will have too, we will add it to this page rather than answer it once in private.