1. When we refund
1.1. In full:
- STAR did not switch on within 24 hours after payment and support could not fix it;
- the payment was charged twice for one order;
- an auto-renewal you forgot to turn off was charged, and you sent a refund request within 7 days of the charge;
- you bought STAR as a gift, the code is not activated yet, and you sent a refund request within 14 days of payment.
1.2. The price difference: if you bought the wrong term or plan by mistake and sent a request within 3 days of payment.
1.3. In all other cases the payment is not refunded: STAR switches on right after payment and stays active for the whole paid term.
2. Auto-renewal
2.1. Auto-renewal is on only if you choose it. It is available for Telegram Stars payments and for payments with a bank card or SBP linked in the application, monthly only. Card and SBP charges go through Boosty at the end of each paid period.
2.2. If you forgot to turn auto-renewal off and it was charged, send a refund request by email within 7 days of the charge. We refund that charge in full.
2.3. This refund is available once every 6 months per SoundCloud account.
2.4. After the refund, auto-renewal is turned off and STAR for the refunded period is switched off.
2.5. You can turn auto-renewal off or remove the card or SBP link at any time in the application: STAR > "Auto-renew". For Telegram Stars, also in Telegram. This stops future charges. STAR stays active until the end of the paid term.
2.6. If a card or SBP charge fails, it is retried up to 3 times, 6 hours apart, then auto-renewal is turned off.
3. Gifts and purchases made by mistake
3.1. A gift code that is not activated yet can be refunded within 14 days of payment. We refund the full amount to the buyer, and the code stops working.
3.2. An activated gift code is not refunded.
3.3. If you bought the wrong term or plan by mistake, send a request within 3 days of payment and say what you needed. We replace the purchase with the right one or refund the price difference.
4. When STAR is switched off without a refund
4.1. If a payment is disputed through a bank or payment service, STAR bought with that payment is switched off, and a refund request for it is not considered.
4.2. If access to the application is restricted for breaking the Terms of Service, STAR is switched off and the money for the remaining term is not refunded.
5. Downtime
5.1. If the application was completely unavailable through our fault for more than 24 hours in a row, meaning neither the STAR servers nor the main servers worked, we extend STAR by the length of the downtime.
5.2. Downtime is compensated with STAR days, not money.
5.3. Failures on the side of SoundCloud, payment services and internet providers do not count as downtime.
6. How to ask
6.1. Refund requests are accepted by email: support@getsoundcloud.app.
6.2. In the email, include:
- the SoundCloud account STAR was bought for;
- the order number like SC-XXXX-XXXX, shown on the payment step;
- the reason for the refund.
6.3. An auto-renewal refund does not need the order number: give your SoundCloud account and the date of the charge.
6.4. The date of the request is the date the email was sent.
6.5. You may also post on the project Discord server, but only the email counts as a refund request.
7. Timing
7.1. We reply to a request within 3 business days and refund the money no later than 10 days after the request.
7.2. The money is returned the same way the payment was made, except for the cases in section 8. How long it takes to arrive depends on the bank or payment service.
8. Special cases
8.1. Telegram Stars are refunded as stars through Telegram. Auto-renewal is turned off.
8.2. Cryptocurrency is refunded in the same currency to a wallet you specify. The network fee is deducted from the amount.
8.3. Duo and Family: the money goes back to the plan owner.
8.4. STAR bought as a Boosty subscription is refunded through Boosty itself, under its rules. STAR bought from resellers is refunded by whoever accepted the payment. Card or SBP auto-renewal charges made from the application are refunded by us under section 2 and item 8.5.
8.5. Card and SBP auto-renewal charges go through Boosty, so the money comes back as follows. Besides the details from section 6, send:
- SBP: your phone number, bank and the charge receipt. The money comes back by SBP;
- Russian bank card: the card number, bank and the charge receipt. The money comes back to the card;
- foreign card: the card number, bank, country, card currency and the charge receipt. The money comes back in USDT to your wallet on the network you choose, and the network fee is paid by the recipient.
9. Contact
9.1. Refund requests: support@getsoundcloud.app.
9.2. Other questions: the project Discord server.