Payment Resolution and Limited Refund Policy

The aim of this policy is to be clear and fair in both directions. It sets out what SketSong will do when something goes wrong with a payment or with paid access, what evidence may be needed, which situations qualify for a refund, and which do not.

It is written so that you can tell, before you buy, exactly what you can expect.

All payments are final and non-refundable once the purchased plan has been successfully activated and the SketSong service is materially available for use, except in the limited qualifying circumstances described in this policy or where required by applicable law.

SketSong is sold as an annual plan whose value is available to you from the moment it is activated. Once your plan is active and the service is working, the payment for that period is not returned simply because the plan is no longer wanted.

SketSong does not offer a general money-back guarantee. In particular:

• there is no refund merely because you change your mind
• there is no refund because the account was used rarely, or not at all
• there is no refund because you later decide the service is not suitable for you
• there is no automatic seven day refund right
• there is no automatic proration of a subscription period
• there is no refund solely because part of a paid period is unused

Mandatory rights you have under applicable consumer law are not affected by this section.

When a payment problem is reported, the goal is to make the service work as purchased, not simply to reverse the transaction. Requests are handled in this order:

1. investigate the report
2. verify the payment and the account state
3. repair or restore access
4. correct the entitlement or subscription
5. consider an extension of service time or a service credit
6. issue a refund only where the qualifying problem cannot reasonably be resolved

A refund or payment correction may be considered in the following cases.

A. Duplicate or erroneous charge

• the same purchase was charged more than once
• an incorrect amount was charged
• a payment system error is verified

B. Successful payment but the plan was not activated

• the payment provider confirms the payment succeeded
• the corresponding entitlement was not activated in SketSong
• activation cannot be corrected through a reasonable support process

C. Material and persistent service failure caused by SketSong

All of the following need to apply:

• the failure is directly attributable to SketSong
• it prevents use of a core paid function
• it is material rather than minor or cosmetic
• it is persistent rather than temporary
• it was reported with reasonable evidence
• it remains unresolved after investigation and remediation attempts

D. Verified payment provider error

• an issue is confirmed by Duitku or the payment channel
• a correction or refund is required in order to resolve it

E. Applicable law

Where applicable consumer law requires a refund or another remedy, that right applies regardless of anything else in this policy.

The following are not, by themselves, grounds for a refund. They are listed openly so there is no surprise later:

• change of mind
• low usage or no usage of the service
• misunderstanding information that was clearly shown before purchase
• problems with your device or computer
• an unsupported or outdated browser or operating system
• local network or internet failures
• losing access to your Gmail or Google account
• Google Drive account, storage capacity, permission, quota, or ownership problems
• connecting the wrong Google account
• files that you moved, deleted, restricted, or otherwise made unavailable
• not following reasonable setup or troubleshooting instructions
• outages of third-party services outside SketSong's direct control
• having used only part of a subscription period
• an entitlement that has expired
• a violation of the Terms of Service
• account suspension caused by fraud, abuse, unlawful activity, or security risk
• refusing to provide reasonable information needed to investigate the request
• misleading or inaccurate claims in support of a request
• chargeback manipulation
• attempting to keep access to the service while reversing the payment for it

This list describes ordinary commercial practice. It does not remove rights that apply to you under mandatory consumer law.

To investigate a request, you may be asked for:

• the email address of your SketSong account
• the transaction ID
• the purchase date
• the amount paid
• the plan selected
• screenshots of the problem
• the error message or details shown
• the troubleshooting steps already tried
• other reasonable evidence relevant to the request

To verify what happened, SketSong may review:

• its own payment and order records
• the status reported by the payment provider
• your subscription and entitlement state
• application and security logs
• the support history for the case
• other technical evidence

Depending on what the investigation finds, SketSong may:

• correct the entitlement
• activate the plan that was purchased
• restore access
• extend the service period
• issue a service credit
• approve a full refund
• approve a proportional refund, where a material SketSong-caused failure is verified
• decline the request, with a reasonable explanation of why

There is no automatic proration. A proportional refund is a possible outcome of a verified qualifying case, not a standing entitlement.

Send your request to support@sketsong.com from the email address associated with your account, and include:

• your account email address
• the transaction ID
• a description of the problem
• any supporting evidence you have

Complete requests can be assessed faster, because less back and forth is needed before the investigation can begin.

• refunds are returned to the original payment method where that is supported
• the target processing time is 7 to 14 business days
• actual timing can depend on Duitku, the payment channel, your bank, or another provider
• provider fees or technical limitations may affect the method used, where lawful

The processing time begins when a refund is approved, not when the request is first received.

Launch pricing is limited to a fixed number of confirmed paid customers. If a purchase made at launch pricing is refunded, founder status is normally lost, and a later purchase is made at the regular price.

The exception is a duplicate charge or a verified technical error, where a valid founder purchase still stands. In that case the correction removes the duplicate or the error, and the founder status attached to the valid purchase is kept.

A request may be declined, where lawful, if it involves:

• fraud or attempted fraud
• altered or fabricated evidence
• seeking the same amount back more than once
• chargeback abuse
• attempting to obtain access to the service without paying for it
• manipulation of this process

Where fraud or abuse is involved, access may also be restricted under the Suspension and termination section of the Terms of Service.

There is no general refund for an ordinary renewal that was processed correctly and made available to you.

The limited qualifying cases still apply to a renewal, namely:

• a duplicate charge
• an erroneous amount
• a renewal payment that succeeded but was not activated
• a material, unresolved service failure caused by SketSong
• a verified payment provider error
• a remedy required by mandatory law

This policy may be updated as the service and its payment providers change. When it changes, the Last updated date at the top of this page is revised. The version in force at the time of your purchase is the one that applies to that purchase.

Related documents: the Terms of Service and the Privacy Policy.

Questions about this document, or requests relating to it, can be sent to the operator of SketSong.com: