Refund Policy

The Gist

We sell two things. Creators pay Subscriby for a plan and, sometimes, for addons; that money comes to us. Members pay Creators for memberships, passes and codes through the payment accounts the Creators connected; that money never comes to us. This Refund Policy says what is refundable in each case, who decides, who pays, and how to ask. Where it overlaps with the Terms of Service, the Terms prevail.

Refund Policy

This Refund Policy (hereinafter – "Policy") forms part of the Terms of Service and uses the terms defined there. It applies to every charge Subscriby makes to a User for the Paid Services, and it describes the role Subscriby plays when a Member pays a Creator.

We refer to Envigo Innovations, LLC as "Subscriby" or "we" throughout this Policy, to a User who runs a project as "Creator", to a person who buys access from a Creator as "Member", and to the payment company a Creator connects (a card processor, a wallet, a regional or crypto processor, or a platform's native currency) as "Provider".

This Policy is an open and public document. The current effective version of the Policy is located here.

Charges by Subscriby

• Free Trial

  Every paid plan begins with a free trial of 7 days during which neither the fixed fee nor any transaction fee is charged. If you cancel before the trial ends, you are not charged at all. When the trial ends, the plan you chose is charged for its first cycle.

• Billing Cycles and Renewal

  Plans are billed in advance for a monthly or an annual cycle and renew automatically at the end of each cycle, as the Terms of Service describe. An annual cycle is billed once for the year at the price of ten monthly cycles. Transaction fees are charged as they arise, on each Member payment.

• Cancellation

  You may cancel a plan at any time from Billing. Cancellation stops the next renewal; the plan stays active until the end of the cycle you have already paid for, and then stops. No refund and no credit is issued for the remainder of the cycle. Nothing your Members have already bought is cancelled, and nothing sold through your projects is refunded by your cancellation.

• Downgrades

  A change to a lower-priced plan takes effect at the end of the current cycle. Every feature of the higher plan stays available until then. No refund and no credit is issued for the unused part of the higher plan, and the lower price applies from the next renewal.

• Upgrades

  A change to a higher-priced plan takes effect immediately. You are charged, prorated, only for the remainder of the current cycle at the new price, and the full new price applies from the next renewal. An upgrade is not a new purchase, so no refund of the earlier plan is due.

• Addons

  An addon is charged, prorated, the moment you add it, and its full price joins each renewal after that. Removing an addon ends it at the end of the cycle you have already paid for, with no refund, so that what you paid for stays available for the time you paid for.

• Transaction Fees

  Transaction fees are charged on each Member payment at the rate of the plan you are on when the payment is made. They are earned when the payment succeeds and are not refundable, including when you later refund that Member payment in whole or in part. This mirrors how Providers treat their own processing fees.

• Taxes

  Where a charge carries tax, the tax is refunded together with the charge and only to the extent the charge is refunded.

Refunds of Charges by Subscriby

• Billing Errors

  A charge that should not have happened is corrected in full: a duplicate charge, a charge after a cancellation took effect, a charge at a price that does not match your plan, or a charge during a trial. Write to support@subscriby.net with the invoice number; we refund the difference or the whole charge to the payment method you used, and we tell you when it was sent.

• Discretionary Refunds

  Outside billing errors, we do not owe a refund, and any refund we grant is at our sole discretion and decided case by case, as the Terms of Service state. Tell us what went wrong and when; we read every request and reply to every one. A decision on a discretionary refund is final.

• How to Ask

  Send your request to support@subscriby.net from the email address of your Subscriby account, with the invoice number or the date and amount of the charge and a short description of the problem. Ask as soon as you notice the charge; a request made months after a charge is harder to verify and less likely to be granted.

• How Refunds Are Paid

  A refund goes back to the payment method that was charged. We send it within a few business days of agreeing to it; your bank or card issuer then takes its usual time, often five to ten business days, to show it. We cannot refund to a different card or account, and we do not refund in cash or in credit.

• Chargebacks

  If you dispute a charge by Subscriby with your bank or card company instead of writing to us, the Terms of Service allow us to revoke your access to the Services while the dispute is open. Write to us first: a mistake on our side is corrected without a dispute and without the fee your bank charges for one.

Payments by Members to Creators

• Subscriby Never Holds Members' Money

  When a Member pays a Creator, the payment goes straight from the Member to the account the Creator connected at their Provider. Subscriby does not receive, hold or forward it. Subscriby records the payment, opens the access the Member bought and later closes it; Subscriby cannot refund a payment it never received.

• The Creator Decides

  Refunds of Member payments are the Creator's decision and the Creator's obligation, under the Creator's own refund terms and the law that applies to the Creator's sales. The Terms of Service make the Creator responsible for support questions, complaints, refunds, chargebacks and pricing questions from their Members. We recommend that every Creator publishes a refund policy and links their terms of service from their portal, where Members read them before they pay.

• Issuing a Refund

  A Creator issues a refund in the Provider's own dashboard, in full or in part. The Provider tells Subscriby, and Subscriby records the refund against the payment, in the Member's billing history, on the transaction page and in the payment events sent to the Creator's integrations. Providers that cannot reverse a transfer, such as crypto processors, leave the refund to be arranged between the Creator and the Member directly.

• Effect on Access

  A full refund ends the access the payment bought: the membership is marked refunded, the Member is removed from the places it opened, and the Member is told by message. A pass or a series that was refunded loses its access window in the same way, even if the window had not yet opened. A partial refund leaves access in place; a Creator who wants the access to end cancels the membership as well.

• Access Codes

  An access code involves no payment, so there is nothing to refund. A Creator who wants to withdraw access granted by a code cancels the membership.

• Native Platform Currency

  A payment made in a platform's own currency follows that platform's refund rules and timelines in addition to this Policy; Subscriby records what the platform reports.

• Disputes and Chargebacks

  A Member's dispute is raised with the Creator's Provider, and the Creator answers it, as the Terms of Service state. A dispute the Creator loses is recorded by Subscriby the way a refund is, and access ends the same way.

Members

• Who to Ask

  If you bought a membership, a pass or a code through a Creator's portal, the Creator is the seller and the only party who can refund you. Ask the Creator first, through the contact details on their portal or the support chat inside the project. Our support team can tell you who the Creator is and what Subscriby recorded, but cannot move money on a Creator's behalf.

• Your Billing History

  The billing history in the portal shows every payment you made and its status. A payment marked Refunded has been sent back by the Creator's Provider and reaches you within that Provider's usual window. A payment marked Failed was never taken.

• Cancelling Is Not Refunding

  Cancelling a membership stops its renewal and leaves your access in place until the end of the period you paid for. It does not refund the period already paid; only the Creator can do that.

Termination

If Subscriby closes your account for a violation of the Terms of Service or of this Policy, no refund of any amount previously paid is due, as the Terms of Service state, and your Members are told the project has ended. If you close your own account, the Cancellation clause above applies to every plan and addon on it.

Changes

We may change this Policy as our Services change. If we make changes that are material, we will let you know by posting on the Subscriby website or by sending you an email before the changes take effect. Your continued use of the Paid Services after a change takes effect means you accept the changed Policy.