Build-or-refund guarantee

What counts as "doesn't build"?

Your site doesn't build when the delivered source cannot be turned into a working site by following the README in the ZIP — the product described on /pricing and /builder. Any one of these objective tests is enough:

• The website ZIP is corrupt, incomplete, or fails to extract with standard tools (Windows / macOS / Linux native unzip).
• Files the build needs are missing from the ZIP (package.json, the app/ or components/ folders, or the README with the build steps).
• Running npm install and then npm run build on Node.js 20 (the version pinned in the included .nvmrc) ends with a build error.
• Deploying the project to the Vercel or Netlify free tier, following the included README literally, fails at the build step.

Buyer's remorse, change of business idea, design preference ("I wanted blue, not green"), or wanting different copy after generation — none of these is a failed build. The product allows you to regenerate or edit; refund is not the right tool.

How to request a refund

1. Email [email protected] with subject "Refund request".
2. Include your order ID (format NL-XXXXXX) and the build error — the command you ran and its full output (a screenshot or copied terminal text both work).
3. We reply within 24 business hours.
4. If your site doesn't build and you wrote to us within 14 days of purchase, the full refund is processed via Stripe (3–5 business days to land on your statement).

Legal basis — the waiver you confirm at checkout

Under EU Consumer Rights Directive 2011/83/EU Article 16(m) (and equivalent national implementations — Swedish Distansavtalslagen kap 2 §11 p 11, German BGB §356 Abs 5, French Code de la consommation L221-28 13°, Spanish Real Decreto Legislativo 1/2007 Art 103 m, Italian D.Lgs 21/2014 Art 59 1.o, UK Consumer Contracts Regulations 2013 Reg 37), the standard 14-day right of withdrawal for distance contracts does NOT apply to the supply of digital content not on a tangible medium IF (i) the consumer has given prior express consent to begin performance during the 14-day withdrawal period AND (ii) the consumer has acknowledged that they thereby lose their right of withdrawal.

At NorthLuma checkout, you tick a box that reads:

"Yes — deliver my finished website now (this waives your 14-day change-of-mind right). I expressly request that NorthLuma start delivering my digital purchase immediately, and I understand this means I lose my 14-day right of withdrawal (the right to change my mind) under EU Consumer Rights Directive Article 16(m). The separate build-or-refund guarantee still applies: if your site doesn’t build, full refund within 14 days of purchase — and you can still cancel for a full refund within 24 hours, any time before you start the download."

That waiver is the legal mechanism that ends the change-of-mind right once the download starts, across the EU. It does not touch the build-or-refund guarantee. It is industry-standard for digital deliverables — the same wording appears on Envato, ThemeForest, CodeCanyon, AppSumo, Gumroad, every digital marketplace operating in the EU. We log the consent timestamp + IP + browser fingerprint with your order record so it can be retrieved in a dispute.

B2B / commercial buyers: The 14-day consumer withdrawal right does not apply at all to business-to-business transactions in the EU. If you are buying with a company VAT number, the waiver above is informational; the contract is governed by general commercial law.

Things that do NOT count (no refund)

The following are subjective preferences or changes of circumstance, not a failed build. They are handled by re-generating, editing the downloaded code, or choosing a different theme — not by refund:

• "I wanted different colours / fonts / images." → Regenerate in the builder for free, or edit the CSS in any text editor.
• "The copy doesn't match my tone." → Re-prompt with adjusted business description, or edit the text in the source.
• "I changed my mind about starting the business." → Buyer's remorse is explicitly excluded under EU Art 16(m) once delivery began with consent.
• "I wanted features I didn't pay for" (something Pro Source does not include). → The site builds, so this is not refundable once downloaded. Pro Source is the only plan the builder sells; the Agency tier is not available yet.
• "I couldn't figure out how to deploy." → Email [email protected] with what step is unclear; we walk you through within 24 business hours. Deployment-support is included in your purchase, refund is not the right remedy.
• "The hosting provider charged me money." → Hosting is a separate service we do not control. Vercel + Netlify free tiers comfortably host our deliverables; if you chose a paid host, that is your contract with them.
• "I bought twice by mistake." → Duplicate-purchase refund applies only if the second download was NOT initiated. Once both downloads were started, neither can be refunded for change of mind.

Chargebacks and disputes

Email us first. We resolve almost every issue within 24 business hours and a Stripe refund is faster, cleaner, and doesn't hurt your card record. Chargebacks initiated without contacting us first will be defended with our delivery, download, and email logs.

If a chargeback or refund is processed, the customer source license granted with the deliverable is revoked automatically. The download link expires immediately, the order is marked "refunded" in our database, and any continuing use of the delivered code in production constitutes copyright infringement actionable under Swedish and EU law (Lag (1960:729) om upphovsrätt till litterära och konstnärliga verk + InfoSoc Directive 2001/29/EC).

Customers who initiate fraudulent chargebacks (cardholder-not-present claims after delivery + post-download claims falsely framed as "product not received") are reported to the payment-network fraud database; subsequent purchases from the same card, IP, or company VAT number are auto-rejected.

Per-jurisdiction notes

• 🇸🇪 Sweden: Distansavtalslagen kap 2 §11 p 11 — digital innehåll utan fysiskt medium undantas från ångerrätten när konsumenten samtyckt till omedelbar leverans. Vår kassa-kryssruta uppfyller kravet.
• 🇩🇪 Germany: BGB §356 Absatz 5 — Widerrufsrecht erlischt bei digitalen Inhalten, wenn der Unternehmer mit der Ausführung des Vertrags begonnen hat, nachdem der Verbraucher ausdrücklich zugestimmt hat. Unsere Checkbox erfüllt §312f Abs 3.
• 🇫🇷 France: Code de la consommation Article L221-28 13° — le droit de rétractation ne peut être exercé pour les contrats de fourniture d'un contenu numérique non fourni sur un support matériel dont l'exécution a commencé après accord préalable exprès du consommateur. Notre case à cocher au paiement remplit cette condition.
• 🇬🇧 UK: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 Reg 37 — same digital-content carve-out post-Brexit.
• 🇪🇸 Spain: Real Decreto Legislativo 1/2007 Artículo 103 m — exclusión del derecho de desistimiento equivalente.
• 🇮🇹 Italy: D.Lgs 21/2014 Art 59 1.o — esclusione equivalente.
• 🇺🇸 USA: No federal right of withdrawal for digital goods. Most state UDAP statutes permit a no-refund-on-delivered-digital-goods policy when the policy is conspicuously disclosed pre-purchase (this page satisfies that disclosure standard).
• 🇮🇷 Iran / Persian-language customers: Iranian Consumer Protection Law (Qanun-e Hemayat az Hoquq-e Masraf-konandegan 1388) treats digital deliverables as completed-on-download; same posture.
• 🇸🇦 Arab markets (GCC): UAE Federal Consumer Protection Law No 15/2020 + Saudi Consumer Protection Law — digital goods delivered are non-refundable upon receipt unless defective.