Digital Product Fulfilment Policy

DateFoundry · Digital Product Fulfilment Policy · v2.1 · Effective 8 October 2026

1. Scope and relationship with other policies

This Digital Product Fulfilment Policy explains how DateFoundry delivers purchased digital tokens, packs of likes, virtual gifts and any separately offered membership access to the correct Account. DateFoundry is a dating and social-discovery service operated by AMORIAX LTD. Its digital products are intangible platform licences and are not posted, couriered or delivered to a street address. This Policy governs the operational distinction between a successful payment and a usable entitlement, including the evidence needed for a non-delivery complaint.

The Terms & Conditions define the contractual licence and permitted use. The Payment Policy explains payment authorisation and capture, the Refund Policy addresses failures and statutory remedies, and the Cancellation Policy governs ending access and future membership renewals. These documents are read together; the completion of a payment transaction does not automatically prove that DateFoundry fulfilled the separate obligation to supply the paid functionality.

2. What digital product and fulfilment mean

A Digital Product is an intangible DateFoundry capability identified in the purchase description, including tokens redeemable for specified in-platform actions, a quantity of likes, the ability to send a virtual gift or access to defined membership features during a stated period. A Digital Entitlement is the corresponding account-based right. Fulfilment means the operator has associated an accepted Order with the correct Account and made the described right available in a usable form within the Service.

An issuer authorisation, a card debit, a system-generated receipt and an entitlement credit are separate events. A purchase is not fully performed solely because a processor reports settlement; the service must show, record or otherwise make the purchased right genuinely available. A virtual gift is digitally delivered through the platform's specified recipient or conversation action and is not a physical item or legally transferable financial asset.

The crediting of an Account balance and the performance of a paid action are different fulfilment events. A Token purchase is fulfilled when usable units are credited to the correct Account; using a Token is a later redemption event. A Like Pack is fulfilled when the promised number of usable likes becomes available, while an individual sent Like is performed when the service records its successful transmission. For a Virtual Gift, the product description determines whether delivery means the ability to send it or a completed send to the selected recipient.

3. General fulfilment model

After a customer confirms an Order, the payment provider attempts authorisation and any required authentication. When the transaction is accepted, DateFoundry records an order identifier and associates the product with the purchasing Account. The platform then credits tokens or likes to the relevant ledger, enables the purchased feature or issues the right to send the chosen virtual gift. Confirmation may be shown on-screen, in account history or through a transaction notice where supported.

A customer should check that the intended Account was signed in when paying, and that the resulting entitlement can actually be used. A visible increase in a balance is relevant evidence, but the operator also assesses access errors that prevent that balance from performing the purchased action. We preserve reconciliation links between the processor transaction and account ledger so errors can be traced without collecting unnecessary card credentials.

4. When fulfilment is complete

Fulfilment of a token or like pack is complete when the correct number of usable units has been credited to the authorised purchaser's Account and is accessible under the disclosed rules. A gift-purchase entitlement is complete when the promised right to send the gift is made available; where the purchased product is specifically the sending of a gift, fulfilment requires the corresponding transmission to the intended platform recipient or another clearly described outcome. A paid membership is performed during its contracted access period, not merely by recording a one-time grant.

We do not deem an item delivered when it was posted to the wrong Account, remains permanently locked by a platform fault or differs materially from the quantity or function sold. Completion evidence can include order matching, balance changes, access controls, activation timestamps and gift-send records, assessed in light of user experience. The receipt date is not substituted for a mandatory legal measure of delivery.

A payment processor reporting “approved” is not sufficient evidence of delivery. Completion requires an accepted order mapped to the authenticated purchaser and a usable entitlement visible through the expected interface or recorded as a correctly executed purchased action. If two ledger entries conflict, we investigate rather than relying solely on a receipt or a user-facing spinner. This helps distinguish pending charges, granted benefits and consumed benefits during a refund or dispute.

5. Typical timeframes

A successfully captured one-time digital purchase is ordinarily expected to be available promptly, normally within 15 minutes after confirmation. Network delays, risk checks or a service incident can extend that period, and the customer is given an accurate pending or failed status where technically available. If the product is not accessible after 24 hours, the customer should report non-delivery to info@datefoundry.com with a receipt and Account email rather than place repeated orders to test the platform.

We aim to acknowledge the issue within two Business Days and provide a reasoned initial decision within ten Business Days of receiving sufficient information. These are customer-service targets, not a substitute for an applicable statutory performance or reimbursement deadline. Where supply is impossible, an appropriate refund or other compulsory remedy is considered without waiting unnecessarily for the entire investigation target period.

The 24-hour customer escalation point is practical guidance, not a mandatory waiting period. A consumer can report an incorrect quantity, duplicate debit, suspected unlawful payment or other urgent problem immediately, and legal remedies do not depend on first waiting for that escalation point.

6. Preconditions for delivery

Delivery requires a valid Order, a payment status that permits fulfilment, an Account able to receive the selected product and successful completion of any proportionate fraud or age-security check. The customer should use the official checkout, be logged in to the intended Account and keep the order confirmation. DateFoundry must not demand unrelated consent to marketing or unnecessary sensitive data as a hidden condition for accessing goods already paid for.

If the Account is suspended for a genuine security concern, we may delay granting an entitlement while verifying ownership and the underlying charge. This control should not become an indefinite refusal to deliver without remedy. Where mandatory consumer law requires earlier performance or reimbursement, the legal obligation takes precedence. The checkout should make known any material preconditions before a user becomes obliged to pay.

Where a person elects immediate supply within the statutory cancellation window, the checkout must obtain any legally required express prior consent and acknowledgement of the right that will be lost when supply starts and issue the required durable confirmation. A logged-in session or generic Terms acceptance does not alone evidence these steps. If legal preconditions or payment checks have not completed, the platform must not label a pending unit balance as a fully supplied purchase.

7. No physical shipping and no stored value

Tokens, likes, gifts and membership rights are delivered solely as digital functionality. The platform does not ship a parcel, use a courier, issue tracking numbers or collect a delivery address for their fulfilment. Accordingly, “returns” refer to cancellation or reversal of digital access and the associated payment remedy, not mailing goods back. Any postal address displayed in the Operator table is for legal notices and company identification, not delivery of virtual purchases.

Platform credits are not electronic money, cash accounts, savings balances, securities or a transferable payment instrument. They cannot be redeemed for cash, transferred to another person, used outside DateFoundry or converted into a physical gift. These contractual characteristics do not prevent an eligible purchaser from recovering a monetary refund for faulty or undelivered content where law requires one.

8. Delayed, pending or failed fulfilment

A pending issuer authorisation may cause a bank hold while the operator has not accepted or captured the payment. We will not automatically issue permanent digital units for an uncompleted charge, nor should the user interpret the hold as conclusive evidence of delivery failure. If a payment is subsequently confirmed as captured, the order must be reconciled with the entitlement ledger and either fulfilled or remedied. A decline should not result in a completed order being counted twice.

If a completed purchase remains unfulfilled, support checks the payment event, Account mapping, product configuration and grant-processing status. A transient queue may be retried once with safeguards against duplicating units. If the item cannot be reliably supplied, the operator assesses correction, replacement, price reduction or original-method refund according to the Refund Policy and applicable law. We will not insist that a customer buy again before investigating an already paid order.

If an accepted and captured payment has no matching entitlement, our investigation compares the payment reference, order identifier, account mapping, issuance event and reversal state. We will aim to correct genuine omissions before treating a single account page refresh as conclusive evidence. If an entitlement cannot be supplied in accordance with the contract and statutory quality standards, the buyer may receive the legally required alternative remedy rather than only a new internal credit.

Digital fulfilment scenarios

9. User-side display, sync and access issues

Browser caching, session expiry, sign-in to another Account or device-specific rendering can make an existing entitlement difficult to see. Customers may sign out and back in, check the correct balance or action screen and confirm their Account email before reporting the problem. These basic steps are not a condition to receiving mandatory remedies, and they should not require unsafe disclosure of passwords, photographs or private messages.

The operator distinguishes a cosmetic display error from the inability to use a purchased right. If the ledger contains the correct units but the interface consistently refuses a valid action, supply may still be defective. We should test the entitlement against the Account's actual permissions and investigate errors in counters, recipient selection, moderation controls or recent service updates.

10. Manual review and risk controls

Some orders may be held briefly for verification because of rapid repeated purchases, inconsistent payment information, suspected account takeover or indications that a checkout request was automated. Review should be risk-based and proportionate; being flagged is not proof that a customer acted unlawfully. During the hold, we may restrict the newly purchased entitlement to prevent fraudulent use while checking whether the issuer authorised capture and whether the customer controls the Account.

A successful verification should release legitimate entitlements promptly. If the order is refused after capture, the relevant funds must be returned or otherwise remedied consistently with consumer law and card-network requirements. Safety reviews must avoid indefinite retention of payment without delivery and should separate a specific suspect transaction from unrelated lawful purchases in the same Account.

11. Evidence and fulfilment records

A reasonable audit trail can include the purchase description, unit count or membership period, Order ID, processor reference, final amount and currency, relevant Account identifier, authorisation/capture result, grant event, usable-balance snapshot and any refund or revocation. For a gift, evidence may include the recipient identifier, timestamp and platform delivery status. This information enables a review of “paid but not delivered” claims without relying on screenshots alone.

We keep records subject to the Privacy Policy and lawful retention controls, including the limits on sensitive dating information. A transaction may be evidenced by technical logs without sharing unrelated private conversations with a bank or third party. Where a claim is contested, records should demonstrate both that the payment occurred and that the contractually described functionality was actually supplied, rather than treating one event as proof of the other.

For each paid digital item we maintain an auditable record of the product description, charged amount and currency, processor payment status, date and time of credit or action, affected Account and later reversal or refund. Where the item was a Gift, a record of intended recipient and transmission status may be needed, with restricted access because it can expose intimate relationships. Evidence retained for a card dispute must be accurate, relevant and no broader than necessary.

12. Incorrect account, duplicate and user-error scenarios

If a transaction was mistakenly associated with another Account because of a technical error, we verify the purchaser and correct the mapping where feasible, protecting the privacy of both Accounts. If the purchaser knowingly ordered for the wrong signed-in Account, we review the available remedy in light of pre-checkout disclosures, whether credits were used and any mandatory rights. A correction should not create an unauthorised transfer market for tokens or gifts.

Duplicate orders require a distinction between one purchase captured twice and two separately authorised purchases. An unintended system duplicate is corrected and the duplicate entitlement reconciled. A deliberate second purchase is assessed under the ordinary cancellation and defect rules. Where the user reports sending a gift to an unintended recipient, we review the product description, any technical misdirection and whether the feature worked as shown; there is no automatic promise of recovery after a correctly executed user instruction.

13. Relationship to refunds, cancellations and chargebacks

For a captured but unfulfilled Order, the operator may complete delivery, correct the fault or issue an appropriate refund. The Refund Policy describes decision standards and the original-method reimbursement route. Where a payment is refunded, associated unused credits may be reversed. If a card chargeback is open, we coordinate the merchant-side outcome to avoid double reimbursement while preserving the customer's ability to use card-network rights.

Closing the Account generally terminates remaining rights to use digital entitlements, but that does not automatically remove a claim arising from non-delivery or defect before closure. A statutory cancellation request is separately assessed, including any consent and acknowledgement requirements for immediate digital supply. A time-based paid membership, where offered, has different ongoing performance and renewal-cancellation considerations from a single virtual gift purchase.

A refund and a reversal of digital units are linked but distinct events. An approved refund may remove the related unused benefits where lawful, yet it cannot justify deletion of the whole Account, retention of payment after failed supply or interference with a recipient’s unrelated communications. A chargeback investigation may require preserving the original delivery record even if the current balance has changed.

14. Support process

For non-delivery, write to info@datefoundry.com with the registered Account email, date and time of purchase, amount, currency, item, order reference and what screen showed the problem. We aim to acknowledge within two Business Days and reach an initial decision within ten Business Days after receiving sufficient information, explaining any justified delay. Avoid sharing complete card numbers, security codes, passwords or irrelevant intimate profile content.

Support checks whether the Order is pending, captured, reversed or disputed; then it traces the credit or grant record and assesses actual usability. The response should identify whether the item was supplied, corrected, reissued or referred for a refund. A customer who believes the conclusion is mistaken can reply with the case reference and specific evidence; no private support process displaces a statutory remedy or issuer complaint.

15. Service changes, maintenance and force majeure

Scheduled maintenance, hosting incidents, payment-network interruptions and urgent safety changes may temporarily delay access. We take reasonable steps to restore service and communicate material outages where practicable. A major update should preserve lawfully purchased units or provide an appropriate remedy if the original paid functionality becomes unavailable. Generic references to technical difficulty do not allow indefinite non-performance of a paid contract.

Events outside the operator's reasonable control may affect timing, but we remain responsible for mandatory consumer remedies and must not use a broad force-majeure label to deny a refund that law requires. When a feature is permanently retired, the operator reviews outstanding entitlements and any prepaid access period to determine a lawful alternative, correction or reimbursement.

16. Children, age and authorised purchases

DateFoundry is for persons aged at least 18. A minor may not register, send gifts or purchase likes or tokens. Adult customers should secure devices and ensure they are authorised to use a chosen payment method. A payment made without authority is assessed under applicable law and issuer procedures, not automatically categorised as non-refundable because units were recorded in an Account.

We may apply proportionate age and identity checks where there is reason to suspect misuse. Those checks must not create unnecessary collection or disclosure of children's data. Concerns about an underage profile, suspicious purchase or an unauthorised card should be reported to support and, where appropriate, directly to the issuer.

17. Updates and governing law

This Policy may be revised to reflect new fulfilment features, technical controls or consumer obligations. It does not retroactively remove a right arising from an earlier purchase or authorise a hidden delivery restriction. The relevant Order description, legal obligations and contemporaneous payment and grant records govern an existing complaint. An update to a digital item should preserve conformity and reasonable access within the agreed product scope.

The laws of England and Wales govern this Policy, subject to mandatory consumer rights applying elsewhere. Nothing limits rights to a statutory digital-content remedy, an appropriate reimbursement or a legal complaint. We will not require account continuation solely to investigate a claim relating to a completed payment.

18. Contact

For assistance contact AMORIAX LTD, trading as DateFoundry, at info@datefoundry.com or write to 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Include an Order ID, product, amount, currency and Account reference rather than card security information. The contact serves fulfilment questions, refund routing, account closure coordination and payment investigations.

If there is a continuing problem after the initial decision, reply with the case number and the remaining issue. The operator may ask for limited evidence to confirm the correct Account and transaction, but a receipt is not the only possible proof of purchase. External statutory and cardholder remedies remain available.

19. What users should do before reporting non-delivery

Check the final purchase confirmation and ensure the bank's entry is settled rather than merely pending. Verify that the correct DateFoundry Account is open and look at the balance, available likes, gift-send functionality or membership feature specified in the order. Refresh the interface or sign out and back in once if the display appears stale; avoid placing a second order while an earlier transaction remains unresolved.

If the entitlement still cannot be used after 24 hours, email support with the Account identifier, Order ID, product, amount, currency and a description of the screen or action that failed. Support should reconcile payment and platform evidence, not require the customer to contact another member to retrieve a digital gift or provide a password. Preserve the response and any refund reference if your bank must trace a later reimbursement.

DateFoundry · Digital Product Fulfilment Policy · v2.1 · 8 October 2026. Published on the website; subject to update; the current published version governs.