Welcome to the new Audio Sanctum

Refund Policy

Which refunds the law guarantees you, when we consider a voluntary refund, and what we generally cannot refund and why.

1. Your statutory rights always come first

Nothing in this policy limits the rights the law already gives you. Where the law entitles you to a refund, you get it — this policy does not override it. In particular:
  • Right of withdrawal (14 days) As a consumer you may have a 14-day right of withdrawal. You can exercise it with the “Withdraw from contract” button in the footer of every page, or simply by writing to us — no particular wording is required, and you do not need to be logged in. How the right works, and how it differs between a one-off Single YouTube Licence and a continuing Subscription (where a withdrawal within the period gives you a refund minus a pro-rata amount for what you have already used), is set out in Section 12 of the Terms of Use.
  • Statutory warranty If a paid service is defective, your statutory warranty rights apply, as set out in Section 20 of the Terms of Use.
  • When we can no longer provide a Subscription If it becomes permanently impossible for us to provide your Subscription, we refund the unused prepaid part of your period — see Section 14.8 of the Terms of Use.
  • If you reject a material change to a running Subscription You may end it and receive a pro-rata refund of the prepaid amount for the remaining period — see Section 22.3 of the Terms of Use.
The rest of this policy is about additional, goodwill refunds that go beyond these statutory rights.

2. Goodwill refunds — how we decide

Beyond your statutory rights, any further refund is discretionary and given as a goodwill gesture. There is no fixed refund window and no automatic entitlement. We decide every request in good faith and case by case, on the actual circumstances.
Situations where we will typically look favourably on a goodwill refund include:
  • an accidental or duplicate purchase you tell us about promptly;
  • a technical failure attributable to us that stopped you receiving what you paid for;
  • a Single YouTube Licence you have not yet used (no claim released and no video attached); or
  • a Subscription cancelled early where a pro-rata goodwill refund is fair in the circumstances.
Where a goodwill refund would concern something already delivered — a used Single YouTube Licence or an already-resolved claim — we can only grant it if we first reverse the whitelisting, which may re-expose the video to a claim; without that reversal such a refund is not available. We may also decline a goodwill refund where there is a pattern of purchase-use-refund or repeated "accidental" claims.

3. How to request a refund

Email us at moc.mutcnasoidua@tcatnoc with:
  • your order number, and
  • a short note on what happened and what you would like.
We aim to respond quickly. We may ask for a little more detail to understand the situation.

4. What we generally cannot refund

This section is about goodwill refunds only. On a statutory refund (a valid withdrawal under Section 1, or a warranty refund) we reimburse you in full, including the payment-processing fee, as the law requires. The limits below apply only when we are considering a goodwill refund:
  • A used Single YouTube Licence The licence is the product. Once it has been used — the claim released and the licence attached to your video — the value has been delivered, so, where you consented at checkout to immediate performance and to losing your withdrawal right (Terms of Use Section 12.2), a used licence is generally not refundable as goodwill. A refund does not automatically undo a claim that has already been released. If you attached the licence to the wrong video, contact us — we may be able to move it to another video instead.
  • Already-resolved Subscription claims Claims we have already whitelisted in a period have delivered their value; a goodwill pro-rata Subscription refund is reduced or declined to the extent claims were already resolved that period, so there is no double benefit.
  • Elapsed Subscription time Cancelling a Subscription stops future renewals and takes effect at the end of the period you have already paid for; we do not automatically refund the part of the current period that has already run. An upgrade charge forms part of that current period and is treated under the Subscription terms in the Terms of Use — there is no separate refund beyond any pro-rata goodwill.
  • Tips A tip is a voluntary payment that grants no rights, so it is not refunded on a goodwill refund.
  • The payment-processing fee Our payment provider (Stripe) keeps its per-transaction processing fee even when we refund you, and that fee cannot be returned. So the most we can refund as goodwill on an order is the amount you paid, less any tip, less that processing fee, and less anything already refunded on the same order.
None of the above limits your statutory rights under Section 1.

5. How refunds are paid

  • Refunds are made in US dollars to your original payment method, through Stripe, whoever requested the refund. We do not redirect a refund to a different person, account, or method; where fraud is suspected we follow the Terms of Use.
  • If your original payment method can no longer receive funds (for example an expired or closed card), we will agree a reasonable alternative with you. The original method being unable to receive the money does not create any separate cash claim.
  • Closing your Account does not stop you asking for a refund — we keep the transaction records the law requires — and a refund still returns to the original payment instrument.
  • Any currency-conversion or bank fees your bank applies to a USD refund are set by your bank, are outside our control, and are not separately compensated.
  • A refund can be full or partial, and partial refunds can be combined up to the maximum described in Section 4.
  • For every refund we issue a credit note (and, on a full refund, a cancellation document), available to you as a PDF. The credit note shows the proportional VAT on the refunded amount.
  • Once approved, a refund is usually processed within a few business days; how long it then takes to appear depends on your bank or card provider.

6. Chargebacks

If you think a charge is wrong, please contact us before asking your bank to reverse it; we can usually resolve it faster directly. Starting an unjustified or abusive chargeback instead of contacting us is a breach of the Terms of Use (Section 11.9). This does not affect your right to a legitimate chargeback where one is genuinely due. Any chargeback is offset against amounts we have already refunded on the same order, and we will contest any duplicate recovery for the same money.

7. Changes to this policy & contact

We may update this policy from time to time; the version in force when you made your purchase applies to that purchase. Questions about a refund or this policy:

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