Tony & James Studios – Refund Policy

At Tony & James Studios, we are committed to delivering high-quality digital products and

outstanding customer support. While we stand behind the value of our work, we also

understand that issues may arise that warrant a refund request. This policy outlines the

conditions under which refunds are considered and the steps required by both customers and

employees.

1. General Policy Agreement

By purchasing any product or service from Tony & James Studios, customers agree to this

refund policy in full. It is the customer’s responsibility to review and understand the policy prior

to making a purchase.

2. Refund Eligibility Criteria

To qualify for a refund, all of the following conditions must be met:

1. Support Ticket Submission

Customers must open a support ticket through our official Zendesk portal:

tonyjamesstudio.zendesk.com

2. Resolution Attempts

Customers must give our support team the opportunity to resolve the issue. If the matter

is complex, it may be escalated to our development team for further assistance.

3. Cooperation with Support

Customers are expected to provide:

○ A clear explanation of the issue

○ The order number or transaction ID

○ Any relevant screenshots or error messages

○ Timely responses during the troubleshooting process

Failure to meet the above steps may result in the refund request being denied.

3. Refund Requests via PayPal

If a customer initiates a refund through PayPal:

● A valid support ticket number must be included in the request.

● If not included, the customer will have 24 hours to open a ticket via our Zendesk portal.

● If no ticket is created within that time frame, the refund request will be automatically

denied.

This policy ensures fair handling of all refund requests and discourages attempts to bypass the

support process.

4. Refund Process

If a refund is deemed eligible, the following steps will be taken:

1. Refund Request Review

The customer submits the request via Zendesk or PayPal with a full explanation.

2. Internal Verification

Our team verifies that the issue meets all refund eligibility criteria.

3. Decision and Communication

The support team will assess the situation and respond with an approval or denial

based on this policy.

4. Refund Issuance

If approved, the refund will be processed through the original payment method.

5. Timeline for Refunds

Refunds are processed within 5–7 business days after approval. Processing times may vary

depending on the customer’s payment provider.

6. Refund Amount

The refund will cover the full purchase price, minus any applicable payment processing or

platform fees.

7. Exceptions and Non-Refundable Items

The following items are not eligible for a refund unless explicitly stated otherwise:

● Digital Scripts and Maps

All sales are final due to the nature of digital distribution.

● Vehicles

Refunds are considered case-by-case based on delivery and performance issues.

● Custom Work

Partial refunds (up to 35%) may be issued only if our team cannot complete the work.

In most cases, we offer continued developer support to implement the custom work into

the customer’s Roblox or FiveM experience at no additional cost.

8. Policy Changes

We reserve the right to update or revise this refund policy at any time. Changes take effect

immediately and apply to all refund requests made thereafter.

9. Contact Us

If you have any questions about this policy or need help with a product, please contact our team

via our official Zendesk portal:

tonyjamesstudio.zendesk.com

By purchasing from Tony & James Studios, you acknowledge that you have read,

understood, and agreed to this Refund Policy in full.

[Revised - Mar 24, 2025 6:15 PM CST ]

Antonio Pierce-Walsh

Executive Team | Founder

James Bradshaw

Executive Team | Owner

Hunter M.

Executive Team | Co-Owner