Refund & Dispute Resolution Policy
How BLOXoffice handles refund requests and billing disputes
Last Updated: 2026-03-17 · Published at: bloxoffice.net/refunds
Draft Document — Pending Final Legal Review. Some specific time windows and thresholds are subject to confirmation by BLOXoffice operations. This policy will be finalized and effective upon formal publication.
1. Purpose
This Policy establishes BLOXoffice's rules for ticket purchase refunds, payment disputes, and the resolution process for billing disagreements. Because BLOXoffice immediately distributes revenue to filmmakers upon a confirmed sale, refunds must be handled carefully to maintain the integrity of the 80/10/10 revenue split and to protect the cooperative community.
2. General Rule — All Sales Final
All ticket purchases on BLOXoffice are final. BLOXoffice does not offer refunds as a general policy.
This rule exists because:
- Revenue is distributed to filmmakers at the time of purchase under the 80/10/10 split
- Digital content is delivered immediately upon purchase — there is no "return" of a digital good
- Complimentary ticket allotments (via Stripe coupon codes) are available to filmmakers for promotional distribution, reducing the need for post-purchase refunds in many situations
By completing a ticket purchase on BLOXoffice, the buyer acknowledges and accepts this no-refund policy.
3. Exceptions — When Refunds Are Issued
BLOXoffice will issue refunds only in the following specific circumstances:
3.1 Technical Failure Preventing Access
A refund will be issued when a verified platform or technical error prevents the buyer from accessing content they purchased, and:
- The error is attributable to BLOXoffice's platform (not the buyer's device, browser, or internet connection)
- The buyer has reported the issue to support@bloxoffice.net within 7 days of purchase
- BLOXoffice is unable to resolve the access issue within 5 business days of the report
Qualifying failures: Stripe payment processed but ticket not delivered; platform outage preventing access during the viewing window; file corruption rendering content unwatchable.
Non-qualifying issues: Buyer's internet connection is too slow; incompatible device; forgotten login credentials.
3.2 Duplicate Charge / Billing Error
A refund will be issued for confirmed duplicate charges (buyer charged twice for the same ticket) or billing errors attributable to BLOXoffice's payment processing. Buyers must report duplicate charges within 30 days of the transaction date.
3.3 Unauthorized Transaction
If a buyer's account or payment method was used without their authorization, BLOXoffice will investigate and issue a refund for unauthorized transactions confirmed as fraudulent. Buyers must report unauthorized charges to support@bloxoffice.net and their payment provider within 30 days of the transaction.
3.4 Content Removed Before Access
If BLOXoffice removes a film from the platform due to a rights dispute or content violation before the buyer has accessed the content, BLOXoffice will issue a pro-rata refund for unaccessed tickets.
3.5 Event Cancellation
If a premiere or scheduled screening event is cancelled by BLOXoffice or the filmmaker (not rescheduled), buyers of event-specific tickets will receive a full refund or credit toward a future event at BLOXoffice's discretion.
4. Refund Process
4.1 How to Request a Refund
To request a refund under one of the qualifying exceptions in Section 3, buyers must:
- Submit a request to support@bloxoffice.net within the applicable reporting window
- Include: buyer name and email; transaction date and amount; Stripe transaction ID (found in your purchase confirmation email); description of the qualifying circumstance; any supporting evidence (screenshots, error messages)
4.2 Review Timeline
- Acknowledgment within 2 business days
- Final determination within 10 business days of a complete request
- Complex disputes (unauthorized transactions, technical investigations) may take up to 20 business days
4.3 Refund Method
Approved refunds are issued to the original payment method (Stripe). Processing time after approval: 5–10 business days depending on your card issuer or bank. BLOXoffice does not issue refunds via check, cash, BLOX tokens, or any cryptocurrency.
4.4 Revenue Clawback on Refunds
When BLOXoffice issues a refund, the corresponding filmmaker revenue is clawed back from the filmmaker's next payment disbursement. Promoter/affiliate commissions earned on refunded sales are similarly deducted from the promoter's next payment. This maintains the integrity of the 80/10/10 split — BLOXoffice does not absorb refund costs that result from filmmaker-side issues.
5. Chargebacks
5.1 Chargeback Policy
A chargeback occurs when a buyer disputes a charge directly with their bank or card issuer rather than requesting a refund through BLOXoffice. BLOXoffice strongly encourages buyers to contact support@bloxoffice.net before initiating a chargeback — many issues can be resolved faster through BLOXoffice's refund process.
5.2 Chargeback Consequences
- BLOXoffice will respond to the chargeback with evidence of the transaction (purchase records, access logs, IP data)
- BLOXoffice reserves the right to suspend the buyer's account pending investigation
- If a chargeback is found to be fraudulent or in bad faith, the account may be permanently terminated
- Repeat chargebacks (more than 2 within any 12-month period) may result in permanent account termination
5.3 Filmmaker and Promoter Chargeback Impact
Chargebacks, like refunds, result in clawback of filmmaker revenue and promoter commissions for the affected transaction. See the Filmmaker Distribution Agreement §6.4 and Promoter/Affiliate Agreement §5.5.
6. Membership Fee Refunds
| Circumstance | Refund |
|---|---|
| Voluntary member cancellation | No refund (non-refundable) |
| BLOXoffice terminates membership without cause | Pro-rata refund of prepaid annual fees |
| BLOXoffice makes material adverse change; member elects to terminate | Pro-rata refund (60-day notice window) |
| Required by applicable law | Full compliance |
7. Promotional Tickets and Coupon Codes
Complimentary tickets distributed via Stripe coupon codes (100% discount) have no monetary value and are not subject to refund. If a coupon code fails to apply at checkout due to a platform error, contact support@bloxoffice.net for a replacement code. Expired or revoked coupon codes are not subject to refund.
8. Dispute Resolution for Billing Disagreements
8.1 Informal Resolution First
Before escalating any billing dispute, buyers are required to submit a support request to support@bloxoffice.net and allow BLOXoffice 30 days to resolve the issue informally.
8.2 Formal Dispute Resolution
Billing disputes that cannot be resolved informally are subject to the dispute resolution provisions in the BLOXoffice Terms of Service — binding arbitration under JAMS Comprehensive Arbitration Rules, Minneapolis, Minnesota, Minnesota governing law.
8.3 Small Claims Court
Notwithstanding the arbitration provision, either party may bring an individual claim in small claims court in Hennepin County, Minnesota (or the buyer's local small claims court if permitted by applicable rules), provided the claim is within the court's jurisdictional limit.
9. Filmmaker Revenue Disputes
Disputes between filmmakers and BLOXoffice regarding revenue calculations, payment timing, or payment amounts are governed by the Filmmaker Distribution Agreement and are not subject to this Policy. Filmmakers should direct revenue disputes to legal@bloxoffice.net.
10. Contact
Ticket purchase refund request: support@bloxoffice.net
Unauthorized transaction / account compromise: support@bloxoffice.net
Filmmaker revenue dispute: legal@bloxoffice.net
General billing questions: support@bloxoffice.net
BLOXoffice is operated by The People's Film Cooperative (DBA BLOXoffice), a Minnesota cooperative association (MN SOS File No. 1651992200039).