Refunds, cancellation & cases

This page says exactly when money comes back, who decides, and how long it takes. It forms part of the Terms of Service.

1. Your money is held, not forwarded

Every order is paid to lalalust and held. It reaches the creator only when you approve the delivery — or automatically 72 hours after the final delivery if you do not respond. Until then it is credited to nobody.

2. Automatic refunds — you do not have to ask

• Nothing delivered by the deadline. Once the agreed deadline passes you can cancel for a full refund. If you forget, the system cancels for you.
• The creator declines or disappears after accepting. Full refund.
• A group commission never fills up. Every backer is refunded in full, automatically. Once production starts, the fund is committed to the cast.
• A Lust Time session ends early because reply windows were missed. The unused remainder comes back, and each missed minute was already credited during the session.

3. Not what you asked for: revisions first

2 revisions are included. Describe precisely what deviates from the brief — the brief is what the creator agreed to, and it is what any later decision is measured against. Most problems end here, and they end faster than a case would.

4. Still wrong: open a case

You have 72 hours from the final delivery. Opening a case freezes the money.

• Both sides write their view into the same case room. Both see everything. There is no secret side.
• A person at lalalust reads the brief against the delivery — not the mood of the conversation.
• A decision is made within 72 hours of the case being complete, with a reason in writing.

Possible outcomes: rework with a new deadline, partial refund where part of the brief was met, or full refund.

5. What is not refundable

A delivery that matches the brief. Taste is not a defect. Creators are protected against that on purpose — otherwise nobody could afford to work here, and the written brief exists precisely so this line can be drawn fairly rather than by whoever complains loudest.

Also not refundable: material you have already downloaded and then dispute without a defect; Lust Time minutes in which the creator answered within the window; and orders you approved.

6. How the money comes back

A refund is credited back to your lalalust balance, normally at once when the refund is decided. Where the payment used platform credit, the credit is restored instead. We do not process card payments yet, so there is no card refund and nothing appears on a bank statement; a payout of your balance to you is a separate, manual step and is answered at support@lalalust.com.

7. Please use the case, not a chargeback

A chargeback takes weeks, is decided by a bank that cannot read the brief, and freezes the creator's balance in the meantime. Our case route is faster, reads the actual agreement, and can give you a partial refund — which a bank cannot. If you have already started a chargeback, tell us: we would rather solve it than fight it.

8. If you disagree with a decision

Write to support@lalalust.com with the case reference. A different person reviews it once. We answer within seven days.