A clear route for purchase and access problems.

Policy basis and Polar’s role

Polar is the merchant of record and authorized reseller for the transaction. AgentGuild reviews product, delivery, and repository-access issues; Polar processes an approved refund, adjusts applicable transaction tax, and returns funds through the supported payment flow. Polar may also act under its own buyer terms, fraud controls, card-network obligations, or chargeback-prevention rules.

AgentGuild does not publish a fixed voluntary refund period that could misstate rights for immediately delivered digital content in different countries. Voluntary requests are considered case by case. Any mandatory cancellation, cooling-off, conformity, refund, or other consumer remedy remains available regardless of this policy.

Requesting a refund

Contact support promptly after discovering the issue. Include the purchase email, GitHub username connected to the benefit, Polar order identifier if available, the date of purchase, and a concise explanation. If the issue is technical, include the troubleshooting steps already attempted and a redacted error message.

Do not send a GitHub password, personal access token, OAuth token, recovery code, payment-card number, Polar token, webhook secret, or unredacted credential output. Those secrets are not needed to review a refund.

How a request is reviewed

AgentGuild reviews the checkout record, benefit and delivery state, reason for the request, product description presented at purchase, support history where relevant, evidence of a product or fulfilment fault, and applicable law. Situations that generally warrant investigation include:

• a duplicate or incorrect charge;
• failure to receive the private-repository benefit that support cannot reasonably resolve;
• a material difference between the delivered product and the checkout description; or
• a material technical defect in the delivered kit that cannot reasonably be remedied.

A change of mind after accessing or downloading the kit, failure to use the product, or incompatibility with an unadvertised requirement does not by itself guarantee a voluntary refund. This does not limit a right or remedy required by law or separately granted by Polar’s buyer terms.

Immediate digital delivery and cancellation rights

Delivery can begin shortly after payment when the buyer connects a GitHub account and accepts the private-repository invitation. In places where beginning digital delivery can affect a statutory withdrawal or cancellation right, any required advance consent, acknowledgement, and confirmation must be handled in the checkout flow. Access or download alone is not described here as waiving a right that law does not permit to be waived.

What happens to repository access and the licence

An approved full refund normally includes revocation of the Polar GitHub Repository Access benefit. Removing the benefit stops future repository access but cannot technically recall a copy already downloaded.

After a full refund, the buyer must stop using and delete downloaded kit files and private copies, except where applicable law preserves a right. Completed game binaries and ordinary project work product created before the refund may continue to be distributed if they do not expose or redistribute kit content, but the refunded kit may not be used for new work. A partial refund changes access or licence rights only if that is stated when the partial refund is agreed.

Refund amount, method, and timing

A refund may be full or partial where Polar supports it and the circumstances justify it. Polar adjusts transaction tax fully or proportionately as part of its merchant-of-record process. An approved refund is normally returned through the original payment method where supported.

Once approved, AgentGuild initiates or authorizes the refund through Polar. Completion timing depends on Polar, its payment processor, the payment network, the buyer’s bank or provider, and local rules. AgentGuild does not promise a bank processing time it does not control.

Contacting AgentGuild or Polar before starting a chargeback may allow an access or refund issue to be resolved faster. This request does not restrict any chargeback or payment right available under law or card-network rules.

Refund contact