Climbrift
CLIMBRIFT

Refund Policy

Refunds and Credits

Last updated: 2025-12-13

This policy supplements the Terms and explains how cancellations, reassignments, refunds and Credits are handled.

1. Principles

  • Primary goal: complete the Order via reassignment to another eligible Booster when possible.
  • Standard remedy: Credits (store credit) rather than a refund, except when a refund is required by law.
  • Payment processing: payments are handled via Stripe Checkout.

2. Definitions

  • Refund: returning the paid amount to the original payment method (when applicable).
  • Credits: non-cash store credit usable on future Climbrift Orders, non-transferable and not redeemable for cash.
  • Start: the moment a Booster effectively begins performing the Service.

3. Cancellations before payment

3.1 Direct request pending (before payment)

While the Order is awaiting acceptance and no payment has been completed:

  • you may cancel at no charge;
  • you may convert to auto-assign if available.

3.2 Pending payment (before payment)

If the Order is pending payment and payment has not been confirmed:

  • you may cancel at no charge.

4. After payment is confirmed

After payment confirmation, the Order is intended to be performed. Unilateral cancellation is not the standard flow; if an issue occurs, contact support.

If an incident affects delivery:

  • 1) Automatic reassignment to another eligible Booster
  • 2) If not possible, issuance of Credits
  • 3) Refund only when required by law or decided case-by-case

How refunds affect payouts and fees

  • If an Order is refunded or canceled, payouts may be adjusted or reversed depending on the Order status and whether a payout was already paid.
  • Displayed payout breakdowns are provided for transparency; in case of dispute/refund, the final settlement may differ.

5. Reassignment

We may reassign an Order, including when:

  • a Booster declines a direct request;
  • a Booster cancels an Order;
  • a Booster becomes unavailable.

Reassignment may change the assigned Booster and affect timelines.

6. Credits

6.1 Rules

  • Credits are applied to future Orders through your account.
  • Credits are non-transferable and cannot be withdrawn as cash.
  • Credits do not expire.

6.2 Typical cases

Unless a refund is legally required, we may offer Credits, including when:

  • reassignment is not possible within a reasonable timeframe;
  • the Service is interrupted due to external reasons;
  • goodwill gestures.

7. Right of withdrawal (EU/France consumers)

If you are a consumer, you may have a 14-day right of withdrawal for distance contracts, subject to legal exceptions.

For Services that may start quickly, we may begin performance before the withdrawal period ends only if:

  • you expressly request immediate performance; and
  • you acknowledge that if the Service is fully performed before the end of the period, you lose your right of withdrawal.

When the law requires a refund, we will refund to the original payment method, unless another lawful method is agreed.

8. Disputes and chargebacks

8.1 Internal dispute

If you disagree with delivery, you may open a dispute. We may:

  • request supporting information;
  • offer reassignment;
  • offer Credits;
  • offer a refund if required.

8.2 Bank chargebacks

A chargeback may trigger additional checks and temporary restrictions to reduce fraud risk.

9. How to request a remedy

Contact: hello@climbrift.com

Please include:

  • your order ID;
  • a factual description of the issue;
  • any relevant evidence.