1. Contact and purchase records
Brannet Market is operated by Metanoia Hub, Tirana, Albania. Email info@brannetmarket.com from the account email with your order/subscription reference, plan or BRC pack, charge date and a short explanation. Do not send full card details. Keep the checkout receipt. Any mandatory consumer rights or payment-provider remedies take priority over a conflicting policy statement.
2. What we investigate
We review duplicate or unauthorized charges, paid benefits not activated, missing BRC, materially misdescribed or defective digital delivery and technical failures. We may first correct access, deliver the missing content/credits or provide another appropriate remedy. A content-generation result that is delivered successfully but does not match your artistic preference is assessed differently from a failed job; AI variability does not remove statutory conformity rights.
3. Gold, Pro Creator and Apps Studio
All three are separate recurring subscriptions available on monthly or yearly cycles where offered. See Account → Billing for the current plan, next billing date and cancellation controls. Cancellation normally stops future renewals while retaining access through the paid period shown. If cancellation is unavailable or fails, contact us from the account email. Cancellation, refund and account deletion are separate requests. We do not promise a blanket pro-rata refund solely because you cancel, and we assess your statutory entitlement and circumstances.
Apps Studio requires a supported desktop or laptop browser for editing. Check device requirements before subscribing. Pro Creator monthly BRC benefits are credited for eligible subscription months; a yearly subscription does not deliver all monthly allowances upfront. Include the affected billing period when reporting a missing allowance.
4. BRC packs, reversals and failed jobs
BRC packs are one-time purchases, not recurring subscriptions. Credits are delivered after confirmed payment. Purchased BRC have no scheduled expiry. If payment is pending, do not pay again while the first checkout is being reconciled; contact support with its reference. Failed generation returns the charged BRC through the job/recovery process, separately from a refund of the original money payment. Daily free BRC do not roll over and can only be restored within their applicable day.
Approved refunds or chargebacks can reverse the associated purchased credits and linked benefits, including a negative purchased balance when those credits were already spent. We may investigate unresolved balances or abuse; mandatory rights remain unaffected. No daily free BRC, promotional allowance or generated output can be redeemed for cash.
Generate Graphics charges 4 BRC per submitted SVG. A provider or SVG validation failure follows the failed-job BRC recovery process. A successfully delivered SVG is not automatically eligible for a refund because of artistic preference or a later trademark/rights assessment; mandatory remedies for defective or non-conforming delivery remain available.
5. Premium assets and legacy purchases
Current Premium access uses Gold or eligible monthly member claims, rather than new individual asset checkout. Report corrupt files, unavailable licensed downloads or material listing errors with the asset URL and download/licence record. Earlier individual purchases remain subject to their transaction and applicable licence; include the old order reference for review. Cancelling a subscription does not automatically undo licences already validly granted, but restrictions and legal remedies relating to infringing/defective content remain applicable.
6. Withdrawal and immediate digital performance
Withdrawal/cooling-off rights depend on your location, the product or service and when performance began. A general Terms checkbox is not a blanket waiver. Where law requires an express request for immediate digital performance, a separate acknowledgement about the effect on withdrawal and a contract confirmation, those conditions must be met for the particular transaction before relying on a loss of withdrawal rights. Contact us promptly if you want to withdraw; we assess the applicable rules and any proportionate charge lawfully due for services already requested and supplied. Nothing here excludes remedies for defective or non-conforming content.
7. How approved refunds are delivered
We normally refund through the original payment route, coordinated with the payment processor as needed. Processing and bank posting times vary; we do not promise an instant credit or charge an undisclosed refund fee. We explain any lawful adjustment and relevant access/credit reversal. Suspected fraud and disputes may require evidence, but we will not use a support process to obstruct mandatory rights.
8. Creator earnings and payouts
Creator balances and payouts are distinct from customer refunds. Invalid activity, disputed transactions or corrected download records may affect payable earnings. Approved verification, accurate payout details and the live withdrawal minimum are required. Check the withdrawal’s status and contact support before submitting a duplicate request. Payment/payout provider fees and taxes may apply as disclosed.