Refund & Return Policy
Effective December 26, 2025
Digital Subscriptions & Services
Unless required by law, all sales are final for digital products, subscriptions, setup fees, promotional program participation fees, and professional services once delivered or activated.
- We may, at our sole discretion, issue a pro-rated credit if we are unable to provide the subscribed service due to our fault for more than 72 consecutive hours.
- Chargebacks: If you initiate a chargeback without first giving us a reasonable opportunity to resolve the issue, we may suspend or terminate your account immediately and pursue collection of any amounts owed.
- Promotional Program Fees: Purchases related to promotional program participation are non-refundable under any circumstances. Such purchases constitute digital goods that are immediately consumed upon transaction completion.
- Premium Subscriptions: Premium store subscriptions are billed monthly and are non-refundable. You may cancel at any time, but no refunds will be issued for partial months.
Store Partner Agreements
- Stores that partner with PuffPass agree that platform fees and commissions are non-refundable once processed.
- If a store's account is terminated for violation of our Terms of Service, no refunds will be issued for any fees paid.
- Disputes regarding customer payments should be handled through Stripe's dispute resolution process.
Promotional Value Redemption
Promotional Value distributed through PuffPass programs is redeemable as store credit at designated participating retail locations:
- Redemption Period: Recipients must redeem Promotional Value at the designated Merchant location within ninety (90) days of notification. Valid identification matching recipient records is required for redemption.
- Store Credit Only: Promotional Value is redeemable as store credit for merchandise only. Cash redemption or cash equivalents are not available.
- Non-Transferable: Promotional Value cannot be transferred to another person or redeemed at alternative locations.
- Expiration: Unredeemed Promotional Value expires ninety (90) days after recipient notification. Expired Promotional Value is forfeited without compensation.
Merchant Fulfillment Terms
Participating Merchants agree to the following terms regarding Promotional Value fulfillment as a condition of platform participation:
- Fulfillment Obligation: Upon receipt of Promotional Value payment from PREMES LLC, Merchant shall honor the full transmitted amount as store credit for the designated recipient.
- Recipient Verification: Merchant shall verify recipient identity using information provided by PREMES LLC prior to permitting Promotional Value redemption.
- Liability Transfer: Upon transmission of Promotional Value payment to Merchant, PREMES LLC's fulfillment obligation is satisfied in full. Merchant assumes complete responsibility for recipient redemption and any claims arising therefrom.
- Non-Compliance Remedies: Failure to honor Promotional Value obligations constitutes material breach and may result in: (a) immediate platform access termination; (b) legal action to recover transmitted funds, damages, and costs; (c) liability for recipient claims; and (d) reporting to applicable regulatory authorities.
- Recordkeeping: Merchant shall maintain redemption records for a minimum of three (3) years and provide documentation upon PREMES LLC request.
- Non-Refundable: Promotional Value payments transmitted to Merchants are non-refundable. In the event a recipient does not claim Promotional Value within the redemption period, Merchant may retain transmitted funds.
Physical Merchandise (If Offered)
- Unopened, unused items in original packaging may be returned within 14 days of delivery with proof of purchase.
- Consumable goods (including perishable or opened items) are not returnable unless defective upon arrival.
- Customers are responsible for return shipping unless the return is due to our error or a defective item.
How to Request a Refund or Return
Contact support@premes.org with your order number, the item or service, and the reason for your request. We will provide instructions and eligibility information based on this Policy and applicable law.
Please allow 5-7 business days for us to review your request. If approved, refunds will be issued to the original payment method within 10 business days.
Exchanges
Where inventory permits, eligible returns may be exchanged for the same item. Otherwise, a refund will be issued to the original payment method.
Shipping Issues
If a shipment is lost or damaged, contact us within 5 business days of the carrier's delivery date (or expected date for lost shipments). We may ask for photos or other documentation.
Exceptions
We reserve the right to make exceptions to this policy on a case-by-case basis at our sole discretion. Any exception made does not obligate us to make similar exceptions in the future.
Contact
Email: support@premes.org
© 2025 PREMES LLC d/b/a PuffPass. All rights reserved.
