Refund policy

Last updated: November 1, 2026

CreaRocket sells digital products only: illustrations, coloring pages, educational activities, wall art, papers, planners, templates and online tools. No physical item is shipped. This policy explains, simply, when we replace a file, credit your tokens back or refund a payment. It complements our terms and conditions of sale.

1. How purchases work on CreaRocket

Paid files: they are bought in dinars (individually or as a complete pack) or unlocked with your tokens (the price is shown on each product page). Once obtained, the file is yours: you can download it again at any time from "My files" or from your order confirmation.
Token top-ups: paid in dinars; tokens are added to your balance as soon as the payment is confirmed and have no expiry date (1 token = 1 TND).
Free files: they are downloaded with a free account, with no payment at all.
Studio and Parachute subscriptions: paid in dinars for 1, 3 or 12 months, with no automatic renewal.

2. Principle: digital content delivered immediately

A digital file is available as soon as it is bought or unlocked and cannot be "returned". By buying or unlocking a file, you request its immediate delivery: the right of withdrawal can therefore no longer be exercised once the download is possible, within the limits provided by applicable law. A purchase or unlock therefore cannot be canceled for a simple change of mind.

However, you should never pay for a file that does not work. The cases below are covered.

3. Defective, incomplete or incorrect file

If an unlocked file:

does not open or is damaged (corrupted ZIP archive, unreadable PDF…);
is incomplete (missing pages, illustrations or items compared with the product page);
does not match its description (wrong file, formats, dimensions or number of items different from those announced);

report it to us within 14 days of the purchase or unlocking. We first send you a corrected or replacement file. If we cannot fix the problem, we credit back all the tokens used for this file or, for a purchase in dinars, we refund the price paid for this file.

4. Download or access problem

The download does not start: check that you are logged in to the account used for the unlocking, then try again from "My files". An unlocked file can be downloaded again as many times as needed, with no new payment.
File not found in "My files" or tokens debited without unlocking: contact us with the file name; we check your history and restore access or credit the tokens back.
Unable to access the account: contact us from your account's email address; your files and balance remain linked to that account.

If a technical problem on our side prevents you from accessing an unlocked file for a prolonged period and we cannot resolve it, the corresponding tokens are credited back to you.

5. Unlocking errors

Did you unlock the same file twice, or a file by mistake without having downloaded it? Report it within 48 hours: we credit the tokens concerned back.

6. Token top-ups

Purchased tokens cannot be exchanged for money or transferred to another account.
Duplicate payment or top-up made by mistake: if the tokens from this top-up have not been used, report it within 14 days of the payment; the top-up is refunded to the original payment method.
Payment charged without tokens credited: contact us with the payment reference; we credit the tokens or refund the payment.
Free tokens (welcome, phone verification, promotions) have no monetary value and are never refundable.

7. Studio and Parachute subscriptions

Non-AI features remain free: you can try them before subscribing.
There is no automatic renewal: access ends at the end of the paid period, with no charge.
The period already started is not refunded, except in case of prolonged unavailability of the service on our side: the lost time is then added to your pass.

8. Ineligible cases

Change of mind after unlocking a file that works and matches its description.
Incompatibility with software or a device when the formats were stated on the product page.
Different print results due to the printer, paper, settings or screen (colors may vary slightly between screen and paper).
File bought or unlocked more than 14 days ago without being reported.
Free files (no payment was made).
Use contrary to the license, sharing of account or files, or abusive or fraudulent requests.

9. How to make a request

Write to us at sillalume.digital@gmail.com or via the contact form, from your account's email address.
State the file name or payment reference, the date, and describe the problem (a screenshot helps us a lot).
We acknowledge receipt within 48 hours and reply within 5 business days.

10. Processing times

Replacement file: sent as soon as the problem is confirmed.
Tokens credited back: visible on your balance immediately once the request is accepted.
Refund of a payment: made to the original payment method within 10 business days after acceptance. Your bank may then take a few more days to show it.

11. Your rights

This policy does not limit the rights you have under applicable law, in particular Law No. 92-117 of 7 December 1992 on consumer protection and Law No. 2000-83 of 9 August 2000 on electronic exchanges and commerce. In case of disagreement, we first seek an amicable solution.