Refund & Cancellation Policy

This policy covers credits your company buys from The Foundry to use the Lotus platform. It does not cover transactions between you and your buyers. Settling a sale happens between you and the winning buyer, and The Foundry is not a party to it.

Credits are sold in prepaid packs at the prices shown on your Billing page, and paid by card through our payment provider Paymob, or by bank transfer. Card purchases are added to your balance as soon as the payment is confirmed; bank transfers once we confirm the transfer. Opening (activating) a sale uses one credit, whether it's an auction, a tender or an allocation sale. Credits expire 12 months after they are added.

You may request a refund for a pack within 30 days of buying it, provided no credit from that pack has been used. If Lotus was substantially unavailable through our fault (under Section 9 of the Terms of Service), we will return the credits used for the affected sales to your balance. If you stop using Lotus because you do not accept a change to the Terms of Service (Section 13 of the Terms of Service), we will refund your unused, unexpired paid credits at the price you paid for them, whenever you bought them.

Except as Sections 3 and 8 provide, the following are not refundable:

• Credits already used. Activating a sale uses its credit, whether or not buyers responded or the sale closed with a winner.
• Expired credits.
• Packs from which any credit has been used, or which were bought more than 30 days ago.
• Credits given free of charge, including a free month.

Write to billing@thefoundry.run from the email address of a company admin on file. Include your company name, the purchase date and the amount, the bank-transfer or payment reference if you have it, and a short reason. We will reply within 5 business days.

Approved refunds are paid to the original payment method: card payments are refunded to the same card through Paymob, and bank transfers by transfer to the account in your billing details, within 10 business days, and the refunded credits are removed from your balance. Your bank may take longer to show a card refund. We are not responsible for delays caused by your bank.

There is no subscription to cancel. You can stop buying credits at any time, and any unused credits stay on your balance until they expire.

If we suspend or terminate your access for breach (per Section 12 of the Terms of Service), unused credits are not refunded. If we end the Service for our own reasons unrelated to your conduct, we will refund your unused, unexpired credits at the price you paid for them.

If you have a problem with a card payment, please contact us at billing@thefoundry.run before disputing it with your bank, so we can resolve it quickly. If a payment we credited is reversed or charged back, or a transfer never actually reaches us, we may remove the credits it added and suspend your access until it is resolved.

If you disagree with our handling of a refund request, escalate to legal@thefoundry.run within 30 days of our decision. We will review and respond within 10 business days.

Email billing@thefoundry.run for refund requests and legal@thefoundry.run for disputes. You can also reach us through our Contact page (lot-us.bid/contact) or by phone on +20 12 90011016.