Refund Policy
This policy covers the only thing Torches sells directly: sparks, our in-platform currency spent on promotion features (search highlighting, homepage placement, the hero slideshow, and Verified Project review requests). It does not cover investments made between Investors and Innovators: Torches is not a party to those transactions and does not process or hold investment funds (see our Terms of Service).
Sparks purchases
Sparks are sold in fixed packs and delivered to your account balance immediately once payment completes. Because sparks are a digital good usable right away, purchases are final and non-refundable once completed, except as described below or where required by applicable law.
When we will issue a refund
We'll refund a sparks purchase if:
- You were charged more than once for the same purchase (a duplicate or double charge).
- You were charged an incorrect amount due to a pricing or checkout error on our side.
- The sparks never arrived in your account balance after a completed, verified payment.
- Unauthorized use of your payment method, verified through our payment processor's dispute process.
To request one, contact us through the Help Center within 14 days of the charge, with the date and amount. We review every request and respond within 5 business days.
Sparks already spent
Sparks spent on a promotion (search highlighting, homepage feature, hero slot, or a Verified Project request) are not refundable once that promotion has started, since the feature is delivered immediately at purchase.
Payment processing and chargebacks
Payments are processed by Paddle.com Market Limited, our Merchant of Record, who handles billing, card details, and tax on our behalf. Please contact us before filing a chargeback with your bank: we can usually resolve a billing issue faster directly, and an unresolved chargeback may result in your account being suspended while it's investigated.
Contact
Questions about a charge or this policy: reach us via the Help Center or at contact@torches.io.