Refund and Returns Policy

Gleeful.me – Refund Policy

Effective Date: 30 November 2025
Contact: help@gleeful.me

1. Overview

This Refund Policy explains how refunds are handled for purchases made on the Gleeful.me platform (“Platform”), operated by Gleeful.me Ltd. (“we,” “us,” “our”).

Gleeful.me acts as an intermediary marketplace connecting Buyers and Sellers. All transactions are processed via authorised payment service providers under the Payment Services Directive 2 (PSD2) and Strong Customer Authentication (SCA) standards.

Refunds are governed by:

Applicable UK consumer protection laws, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013;
Relevant card scheme rules (Visa and Mastercard); and
This Policy.

2. Role of Gleeful.me

2.1. Gleeful.me facilitates secure payments between Buyers and Sellers but is not the seller of record for goods or services unless explicitly stated otherwise.

2.2. Refunds are generally processed by the Seller, with Gleeful.me assisting in technical or dispute-resolution aspects where appropriate.

2.3. Gleeful.me reserves the right to mediate disputes or issue refunds directly on behalf of Sellers in limited circumstances, such as fraud, non-delivery, or account suspension.

3. Eligibility for Refunds

Refund eligibility depends on the type of purchase and applicable consumer rights.

3.1. Goods

Buyers are entitled to a refund if:

The item is faulty, damaged, or not as described;
The Seller fails to deliver the item within the promised timeframe; or
The Buyer cancels within 14 days of receipt (for eligible distance sales under UK law).

Returned goods must be in the same condition as received unless defective.

3.2. Digital Products or Services

Refunds for digital content or services are available if:

The content is defective or inaccessible; or
The service was not provided as agreed.

Once digital content is accessed or downloaded, the statutory “cooling-off” right is waived unless explicitly stated otherwise.

3.3. Exceptions

Refunds are not available for:

Services fully performed with your prior consent before the 14-day cooling-off period ends;
Personalised, custom-made, or perishable goods;
Any item or service expressly stated as “non-refundable” at the point of sale.

4. Refund Requests

4.1. To request a refund, Buyers must contact the Seller directly via their Gleeful.me account within 14 days of delivery or transaction completion, providing:

Order number,
Description of the issue, and
Supporting evidence (if applicable).

4.2. If the Seller fails to respond or resolve the issue within a reasonable timeframe (normally 7–10 business days), Buyers may escalate the matter to Gleeful.me at help@gleeful.me.

4.3. Gleeful.me may request additional documentation to verify the claim and, where justified, authorise a refund through the payment processor.

5. Refund Process

5.1. Approved refunds are credited to the original payment method used for purchase (Visa or Mastercard).

5.2. Once authorised, the payment processor typically completes refunds within 5–10 business days, subject to bank processing times.

5.3. Gleeful.me is not responsible for delays caused by card issuers, financial institutions, or cross-border settlements.

6. Disputes and Chargebacks

6.1. Buyers may raise chargeback claims directly with their card issuer under Visa or Mastercard dispute rules.

6.2. We strongly recommend contacting the Seller or Gleeful.me before initiating a chargeback to ensure faster resolution and to avoid unnecessary account restrictions.

6.3. If a chargeback is filed, Gleeful.me may temporarily withhold funds, suspend the relevant account, or request further evidence to support or contest the claim.

6.4. Abuse of the chargeback process (e.g., filing false or repetitive disputes) may result in permanent account termination.

7. Non-Delivery and Fraudulent Transactions

7.1. If a Buyer reports non-delivery of an order or suspects fraud, Gleeful.me may:

Suspend the Seller’s account pending investigation;
Withhold transaction funds; and
Initiate a refund if the claim is verified.

7.2. Fraudulent behaviour, including false refund claims or unauthorised card use, will be reported to relevant authorities and financial partners.

8. Refund of Fees

8.1. Platform service or transaction fees charged by Gleeful.me are non-refundable, except where:

A transaction was cancelled before processing; or
The refund is due to a verified system or processing error on our part.

8.2. Refunds issued for purchases do not automatically include reversal of Gleeful.me fees unless otherwise required by law.

9. Compliance and Regulatory Requirements

9.1. All refunds are processed in accordance with the UK Payment Services Regulations 2017, implementing PSD2 and SCA.

9.2. Gleeful.me works exclusively with FCA-authorised payment service providers (PSPs) to ensure secure, traceable refunds.

10. Contact Information

For refund or dispute assistance, please contact:
📧 help@gleeful.me
📅 Effective as of 30 November 2025