Orders & customers
Handle a delivery problem or refund enquiry
Start by identifying the purchase and the problem. Refund eligibility follows the applicable policy and transaction circumstances; this guide does not promise automatic approval.
Step by step
- Find the purchase reference, item, purchase date and the account used to buy it.
- Check whether the problem is missing access, a faulty file, an incorrect description or a service that has not been delivered.
- For access problems, first verify the paid order and try the account and delivery checks described in the order guide.
- Read the Refund policy linked from the purchase page. A creator-plan renewal, a store purchase and a Marketplace order are different transactions.
- Contact creator@vikoc.app with the reference, issue and relevant evidence. Do not send passwords or full payment-card information.
- Keep the correspondence and follow the response for that transaction. Cancellation of future renewal is separate from refunding a previous payment.
What happens next
Support can locate the transaction and evaluate the issue using the applicable policy.
Troubleshooting
Do not delete the product or order to resolve a dispute. Do not promise a refund completion time or outcome that has not been confirmed. For a security concern, stop sharing the affected delivery details.