Refund & Returns Policy

1. Refund Eligibility

1.1 Within 7 Days

To be eligible for a full refund, the following conditions must be met:

• Refund request made within 7 days of initial purchase
• Original subscription holder making the request
• Valid reason for dissatisfaction provided
• Account in good standing (no violations of terms of service)

1.2 Valid Reasons for Refund

We accept refund requests for the following reasons:

• Technical issues preventing service usage
• Content not meeting expectations or descriptions
• Service compatibility issues with your devices
• Billing errors or unauthorized charges
• Service not functioning as advertised
• General dissatisfaction with service quality

2. How to Request a Refund

2.1 Step-by-Step Process

2.2 Required Information

When submitting a refund request, please include:

• Full name and email address associated with the account
• Order number or transaction ID
• Date of purchase
• Detailed reason for refund request
• Any relevant screenshots or error messages

3. Refund Processing Times

Our refund process typically follows this timeline:

• Request Review: 1-2 business days
• Refund Processing: 1-3 business days after approval
• Bank Processing: 3-10 business days (varies by financial institution)

3.1 Payment Method Variations

Processing times may vary depending on your payment method:

• Credit/Debit Cards: 3-10 business days
• PayPal: 1-5 business days
• Cryptocurrency: 1-3 business days
• Bank Transfer: 5-15 business days

4. Refund Exceptions

4.1 Non-Refundable Situations

Refunds will not be issued in the following cases:

• Requests made after the 7-day money-back guarantee period
• Accounts found in violation of our Terms of Service
• Subscription has been used extensively (more than 50% of content accessed)
• Multiple previous refunds on the same account
• Fraudulent activity or payment disputes
• Special promotional or discounted subscriptions marked as non-refundable

4.2 Special Circumstances

We may consider refunds outside the standard policy in exceptional cases:

• Extended service outages affecting a significant portion of our users
• Major technical issues on our end that cannot be resolved
• Documented medical emergencies or other extenuating circumstances

Such cases are evaluated individually by our management team.

5. Partial Refunds

5.1 When Partial Refunds Apply

In certain situations, we may issue partial refunds:

• When a subscription has been partially used beyond the trial period
• For multi-month subscriptions where service has been delivered for part of the term
• When service issues affected only specific features or channels
• When promotional credits or discounts were applied to the original purchase

5.2 Calculation Method

Partial refunds are calculated based on:

• The unused portion of your subscription period
• The base subscription price (excluding any promotional discounts)
• Minus a processing fee (if applicable)

6. Subscription Cancellation

6.1 Cancellation Process

To cancel your subscription without requesting a refund:

1. Log in to your Sonix account
2. Navigate to "Account Settings" or "Subscription Management"
3. Select "Cancel Subscription"
4. Follow the prompts to confirm cancellation
5. Retain the cancellation confirmation for your records

Alternatively, you can contact our support team for assistance with cancellation.

6.2 Access After Cancellation

After cancelling your subscription:

• You will retain access to the service until the end of your current billing period
• No further charges will be made to your payment method
• Your account data will be retained for a period of time in case you wish to reactivate

Note that cancelling your subscription does not automatically qualify you for a refund. Refund requests must be submitted separately as outlined in Section 2.

7. Dispute Resolution

7.1 Internal Appeals

If your refund request is denied and you believe it meets our eligibility criteria:

1. Reply to the denial notification with additional information
2. Request an escalation to our customer service management
3. Provide any supporting documentation that may help your case

We will review your appeal and respond within 3 business days.

7.2 External Options

If you are unable to resolve your refund dispute through our internal process:

• You may contact your payment provider to understand your options
• Consumer protection agencies in your jurisdiction may offer guidance
• Online dispute resolution services may be available depending on your location

We always prefer to resolve issues directly with our customers before external escalation.

8. Contact Us for Refunds

Questions About Our Refund Policy?

Our support team is available to assist with refunds, cancellations, or inquiries about our money-back policy.