Digital Product Fulfilment Policy

Profile Studio · Digital Product Fulfilment Policy · v1.0 · Effective 8 October 2026

1. Scope & relationship with other policies

1.1 This Digital Product Fulfilment Policy explains the electronic delivery of Ready-Made Artwork and Custom Artwork purchased through Profile Studio, operated by DIGIMACIS LTD. It identifies the delivery event, ordinary timeframes, technical prerequisites, remedies for delayed or failed supply and the information needed to investigate a complaint. No parcel, shipping carrier or physical product is included in an ordinary avatar purchase.

1.2 This document supplements the Terms & Conditions, Payment Policy, Refund Policy and Cancellation Policy. Where a product description contains a particular size, format or commission specification, that description governs the relevant deliverable alongside this policy. Mandatory statutory requirements concerning conforming Digital Content, performance of services, cancellation and remedies continue to apply even where technical order systems indicate that fulfilment has finished.

2. What 'digital product' & 'fulfilment' mean

2.1 Ready-Made Artwork means a previously prepared avatar image or digital illustration offered in one or more file variants. Custom Artwork means an artwork produced to an accepted customer brief by a creator engaged for that order. Digital Content includes the relevant downloadable image file, permitted variations and any expressly agreed electronic accompanying material, not a right to ownership of the entire Website or artistic source portfolio.

2.2 Fulfilment is the process of making a purchased file accessible or completing a commissioned deliverable electronically. For a ready-made download, the central event is successful availability of a usable download or authenticated access link. For a custom service, work begins after complete lawful instructions are received and fulfilment completes when the agreed final deliverables are made accessible using the method confirmed to the customer.

3. General fulfilment model

3.1 After a payment is accepted and recorded, a ready-made product is ordinarily made available on the order page, customer Account or associated confirmation email. File availability may depend on choosing the purchased size variant. The customer should use the same identity or session associated with the Order and check that their checkout email address can receive automated confirmations.

3.2 A Custom Artwork Order requires an adequately described concept, intended use, style and any reference images needed for production. An artist then works against that brief, with concept alignment and final-file handover according to the accepted scope. Repeated material changes, additional source files, a new artistic direction or delayed customer answers can require a new schedule agreed before further work proceeds.

4. When fulfilment is complete

4.1 Ready-made delivery is complete for operational tracking when payment is confirmed and a usable file download or authenticated download entitlement is made accessible to the relevant customer. Merely collecting payment, sending an email with no functional link or showing an error page is not successful content delivery. Order-status logs are evidence, not a conclusive substitute for a functioning entitlement.

4.2 Custom fulfilment is completed upon delivery of the agreed final artwork in the agreed electronic form and resolution, with any expressly included files. Sending a preliminary concept, requesting clarification or marking a work ticket completed before the final agreed handover does not automatically satisfy the contract. Statutory conformity and remedy obligations are assessed independently of internal status flags.

5. Typical timeframes

5.1 Ready-made files are normally released promptly after successful payment confirmation, usually within minutes when automated systems function normally. A risk review, temporary hosting problem or unsuccessful verification can extend this interval. If your paid link is absent after two hours, check the Account and spam folder and contact support with the order number so we can investigate the transaction and restore access.

5.2 Custom Artwork has a standard production target of ten Business Days after the complete accepted briefing and payment confirmation. This target may change when the customer agrees additional work, provides late feedback or the original order explicitly states a different schedule. We will communicate a material delay, give an updated completion estimate and respect remedies available where performance is unreasonably delayed or a binding agreed deadline is missed.

6. Preconditions for delivery

6.1 An Order must be accepted, the necessary payment outcome confirmed, relevant identity checks completed and a usable delivery email or Account supplied. A ready-made image must be selected in an offered format/size. A custom request must include a lawful brief and any necessary rights to references; missing directions may prevent work from starting or from accurately matching the customer's goal.

6.2 We may request a clarification limited to genuinely missing technical or creative information. We do not require the customer to reveal unrelated sensitive data, full card numbers or bank passwords to enable digital delivery. If a submitted likeness or brand asset appears infringing or unsafe, production may be held while an alternative brief is agreed, with any statutory cancellation/refund entitlement addressed separately.

7. No physical shipping / no stored value

7.1 Profile Studio supplies avatar files electronically; there is no standard courier tracking number, return postage, parcel delivery window or physical address requirement for shipping an image. Customers may nevertheless have to provide a billing country or tax detail through checkout where legally required. 'Delivered' means the electronic handover described above and should not be confused with shipment of physical goods.

7.2 A download link, item entitlement or order status is not electronic money, a gift card, a bank balance or a transferable token. Digital purchases do not give customers cash-out or peer-to-peer redemption rights. Account-bound access can be withdrawn after a lawful refund or account closure without cancelling a lawfully preserved Licence to artwork previously delivered and paid for, as set out in the Cancellation Policy.

8. Delayed, pending or failed fulfilment

8.1 If an issuer has authorised a hold but payment capture is unresolved, delivery may remain pending. If capture is confirmed but a download does not appear, we trace the commerce event, entitlement generation and delivery channel. We normally acknowledge the report within two Business Days and aim to provide a working link, clarification or initial remedy decision within ten Business Days, with earlier action when a mandatory deadline applies.

8.2 For a custom commission, a missing complete brief, unavoidable technical interruption or creator-capacity problem can cause a reasonable revised estimate. We will not treat a delay notice as unlimited permission to defer performance. A customer may require legally appropriate performance, repair, price reduction, cancellation or refund where the circumstances and applicable consumer law support that remedy.

9. User-side display / sync / access issues

9.1 Check that the correct product variant was ordered, the confirmation email is accurate and the Account used for login matches the purchase. Look in junk or promotions folders, sign out and sign in again if appropriate, and confirm that the browser allows normal downloads. A file may also require suitable image-viewing software or sufficient local storage; the product page identifies the available dimensions and formats.

9.2 If the link reports expired, unauthorised or missing, send the exact message and a screenshot, but do not send passwords. We compare the transaction and fulfilment records and can regenerate access when the customer is entitled to it. If the image itself is incomplete or corrupted, we test and replace the file or provide the appropriate statutory remedy rather than attributing all faults to the customer's device.

10. Manual review & risk controls

10.1 We may manually review an Order where verification signals indicate a likely stolen-card attempt, abusive automation, unusually conflicting billing data or a creative brief that may infringe rights. Such a review can postpone access, but should be proportionate, reasonably documented and communicated where safety and legal constraints permit. The fact that a payment was challenged by the bank does not itself establish dishonesty by the customer.

10.2 The review may require the customer to confirm the payment identity, intended product or rights to uploaded references. We ask only for necessary information and use appropriate secure channels. If the Order is not accepted or cannot lawfully be fulfilled, a captured amount must be handled through the appropriate refund mechanism rather than retained indefinitely for an unprovided product.

11. Evidence & fulfilment records

11.1 We retain suitable purchase and delivery evidence such as order number, product/variant, date of accepted payment, electronic entitlement creation, file version, delivery/link event and support correspondence. For bespoke work, the accepted brief, scope adjustments, milestone correspondence and final-file handover can also evidence what was promised and supplied. These records support consumer service and lawful chargeback representation.

11.2 A system log alone does not defeat a genuine report that the link never worked or that the supplied content was materially wrong. We investigate technical and customer-side evidence together and maintain privacy protections around the records. The Privacy Policy explains retention and access; the Payment Policy describes which transaction facts may be shared with a payment provider or card issuer.

12. Incorrect account / duplicate / user-error scenarios

12.1 If the customer mistypes an email or orders under the wrong Account, we use proportionate order-owner checks to determine whether safe access can be reissued. We do not move files into another person's Account merely because someone knows a public product title. If a file has been made available to an unauthorised recipient, we investigate the privacy and access consequences separately.

12.2 If a user accidentally submits two separate Orders, we examine payment capture and applicable consumer cancellation rights rather than automatically characterising it as a technical duplicate. A customer who selects an incorrect variant should notify support promptly; an exchange may be possible as a goodwill measure, but misselection does not remove mandatory remedies where the item delivered failed to match the contracted description.

13. Relationship to refunds / cancellations / chargebacks

13.1 A successful repair or restored link may resolve a genuine fulfilment failure where that outcome is consistent with consumer remedies. If an undelivered Order is refunded, its associated access entitlement is cancelled. A refund for a delivered item may affect the corresponding Licence only to the extent lawfully described by the refund decision and without waiving mandatory rights.

13.2 To avoid an unnecessary card dispute, customers may contact info@profile-studio.com with a missing-order report, but they remain free to use issuer chargeback and statutory complaint routes. We can provide fulfilment evidence to a legitimate payment dispute. Voluntary Account closure and partial custom-performance cancellation are handled separately under the Cancellation Policy.

14. Support process

14.1 Submit your order number, purchased product, payment date, account email and a concise description of the access problem to info@profile-studio.com. For file issues, identify the format and relevant error. For bespoke work, provide the brief-submission date and any confirmed revised schedule. Do not send full card credentials or unnecessary images of unrelated individuals.

14.2 We aim to acknowledge a report within two Business Days and ordinarily issue an initial response or course of action within ten Business Days. More urgent statutory remedies and refund deadlines are handled according to their applicable requirements. If additional technical evidence is essential, we explain what is needed and why; we do not impose unreasonable demands to discourage genuine complaints.

15. Service changes / maintenance / force majeure

15.1 Planned updates, hosting outages, security events and genuinely uncontrollable interruptions can affect temporary access or commissioning workflow. We take reasonable steps to restore service and give affected customers meaningful status information. A technical interruption does not change the characteristics and rights attached to a paid file or permanently excuse the obligation to supply conforming Digital Content.

15.2 If prolonged disruption prevents a custom Order from proceeding or leaves an accepted ready-made purchase inaccessible, the customer may seek available statutory or contractual remedies. We may change catalog storage systems or file-distribution technology, but should maintain practical means to honour outstanding paid entitlements and legitimate historical download support where required.

16. Children / age / authorised purchases

16.1 Profile Studio serves customers aged at least 18. Customers must use an authorised payment method and provide briefs and reference images they are legally permitted to submit. We do not knowingly accept a minor's direct creative commission or use a minor's personal information for an unauthorised profiling purpose. Suspected underage Orders are reviewed with applicable consumer and privacy requirements in mind.

16.2 A payment or file access attributed to a minor is not automatically treated as valid merely because an Account was registered. Where cancellation or refund is appropriate, we apply the legal position and protect necessary records. The Privacy Policy covers how to notify us of a child's information and how the responsible adult may make an appropriate request.

17. Updates

17.1 We may update delivery methods, account link handling, file-hosting arrangements or support procedures as the Service evolves. A policy revision does not retrospectively remove a customer's accrued statutory entitlement or change an accepted custom commission's agreed deliverable without lawful consent. Product pages continue to control specifications and the stated size or variant purchased.

17.2 If a change materially affects an outstanding Order, we communicate a lawful alternative or available remedy rather than silently replacing the contracted product. Records of relevant policy versions help resolve disputes about what delivery method and timeframe applied. The active version and effective date are shown at the beginning of this document.

18. Contact

18.1 DIGIMACIS LTD, company number 17503974, registered at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, operates the Profile Studio Website. Email info@profile-studio.com with fulfilment, custom-design, download or error questions. Include an order reference and the affected item so the relevant transaction can be traced securely.

18.2 This policy is governed by the law of England and Wales, subject to mandatory consumer rights of other jurisdictions where applicable. A customer who remains dissatisfied may seek lawful redress through the Refund Policy, relevant bank/issuer process or competent court. Nothing in this document limits non-excludable statutory consumer remedies, privacy rights or obligations to supply conforming content.

What users should do before reporting non-delivery

Ready-made purchase: wait for payment to reach the confirmed state, then inspect the order confirmation, Account downloads and spam/filtered mail. Check the selected variant and test the link with an up-to-date browser. If no usable access appears within two hours, email support with order and date; do not make a repeat payment solely to troubleshoot.

Custom commission: ensure the required creative direction, style, intended use and authorised reference materials were submitted. The standard ten-Business-Day period begins after a complete brief is accepted, not the moment an incomplete shopping cart is created. Check whether additional revisions or customer-requested changes altered the schedule.

Error report: send a file name or affected URL, error text, device/browser type, order reference and payment status. Do not send passwords or full card details. Explain whether no link was received, the link is invalid, the download is incomplete, or the supplied artwork diverges from the agreed specification.

Outcome: we review payment, entitlement, file and creative records, then offer restoration, correction, an agreed completion plan or a lawful refund/other remedy. A user can exercise valid cancellation and cardholder rights independently of this troubleshooting sequence.

Profile Studio · Digital Product Fulfilment Policy · v1.0 · 8 October 2026 · Published on the Website; subject to update; the current published version governs.