1. Introduction
1.1These Terms and Conditions (the “Terms”) govern your use of the FluffyFile website and the purchase of commissions through it (together, the “Service”). The Service is operated by [legal name], [registered address], Czech Republic, identification number (IČO) [number] (“FluffyFile”, “we”, “us” or “our”).
1.2FluffyFile provides custom textures and related digital work for 3D models. All work is delivered digitally, and no physical goods are supplied.
1.3You accept these Terms when you create an account and again each time you submit a commission request, and by doing so you agree to be bound by them. Questions about these Terms may be sent to info@fluffyfile.com.
2. Eligibility
2.1The Service is available only to persons who are at least 18 years of age and who have reached the age of majority under the laws of their country or state of residence, whichever is higher.
2.2You must have the legal capacity to enter into a binding contract and be authorised to use the payment method you provide.
2.3Each account is personal to one individual, and all information you provide must be accurate and complete.
2.4By creating an account or submitting a commission request, you confirm that you meet these requirements.
2.5If we become aware that an account is held by a minor, we will close the account and delete the associated personal data in accordance with our Privacy Policy.
3. Accounts
3.1You may sign in with an email address and password, or through Google or Discord. You are responsible for keeping your sign-in credentials secure and for all activity carried out through your account.
3.2We may suspend or close any account that breaches these Terms, including in cases of abusive conduct, false information or attempted payment outside the Service.
3.3You may request the closure of your account at any time, as described in our Privacy Policy.
3.4We may suspend an account while we look into a suspected breach of these Terms.
4. Commissions
4.1A commission request sets out your requirements, the selected tier and, where applicable, your preferred artist and reference material. By submitting a request, you confirm that you own, or are authorised to use, the avatar base and all reference material you provide.
4.2Following review, the assigned artist will issue a final quotation through the commission chat. Work begins once payment has been received.
4.3Revisions are limited to the number agreed when the commission is placed, which is ordinarily up to two rounds of minor revisions. Substantial changes requested after work has begun are subject to additional charges.
4.4Completed work is delivered digitally. Images shared in the commission chat are removed upon delivery, and you are responsible for retaining copies of any you wish to keep.
4.5A review you submit about a commission may be shown publicly on the Service together with the display name on your account.
5. Prices and payment
5.1Payments are processed by Revolut on behalf of FluffyFile, which is the seller of the commission.
5.2The price payable is the total shown to you before you confirm payment.
5.3Additional work requested after payment may be charged through a separate payment link.
5.4All payments must be made through the Service. Payments made directly to an artist or through any other channel are neither protected nor refundable by FluffyFile, and soliciting or offering such payments may result in the closure of your account.
6. Right of withdrawal and refunds
6.1Under Directive 2011/83/EU, consumers are generally entitled to withdraw from an online purchase within 14 days. For the reasons set out below, this right does not apply to a commission once it has been paid for.
6.2Commissions are produced to your specifications and are clearly personalised, and are therefore exempt from the right of withdrawal.
6.3When submitting a commission request, you expressly consent to work beginning immediately upon payment and acknowledge that you lose the right of withdrawal from that point.
6.4All sales are final once payment has been made. Any partial refund is granted solely at FluffyFile's discretion. This does not affect your statutory rights where delivered work is defective or does not conform to what was agreed.
7. Conduct
7.1All communication with artists must take place through the commission chat. You must not share or request external contact details, social media accounts or payment details.
7.2Harassment, threats, hateful content or abusive behaviour towards artists or staff may result in the suspension or closure of your account.
7.3Communications sent through the commission chat are retained and may be reviewed by FluffyFile in order to resolve disputes and to enforce these Terms.
8. Licence
8.1Work purchased through the Service is licensed for your personal, non-commercial use.
8.2You may not resell, redistribute, sublicense, share or upload the source files (including .unitypackage, .fbx and texture files) to any third party, public repository or asset-sharing platform without our prior written consent.
9. Intellectual property
9.1FluffyFile retains all copyright and other intellectual property rights in the base models, original sculpts, textures and shaders it creates, unless these are transferred to you under a separate written agreement.
9.2Where a commission incorporates a third-party avatar base or asset, you must comply with the licence terms (EULA) set by its creator.
10. Compatibility
10.1Where a commission is intended for a specific platform or engine named in the request, delivered work is compatible with that platform's published technical standards in force at the time of delivery. FluffyFile is not responsible for issues arising from subsequent platform updates, third-party tools or modifications made after delivery.
11. Limitation of liability
11.1FluffyFile is responsible for delivering the commissioned work as agreed. To the fullest extent permitted by law, FluffyFile shall not be liable for any indirect or consequential loss, including loss of profit or data, and its total liability in respect of any commission is limited to the amount paid for that commission.
11.2Nothing in these Terms excludes or limits any liability that cannot be excluded or limited by law, or affects your statutory rights as a consumer.
12. Amendments
12.1We may amend these Terms from time to time. The date shown at the top of this page indicates the current version. Commissions already paid for remain subject to the Terms in force at the time they were placed.
13. Governing law
13.1These Terms are governed by the laws of the Czech Republic and applicable European Union law. If you are a consumer resident in another country, you also retain the protection of the mandatory consumer laws of that country.
13.2If you are a consumer and a dispute between us cannot be resolved by agreement, you may refer it for out-of-court settlement to the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Prague 2, Czech Republic, www.coi.cz.