Requesting a Refund

The 14-day refund policy

Customers contact the product developer to request a refund within 14 days of the initial purchase. Developers can refund the full order or selected whole products within it; custom monetary amounts and part-of-product refunds are not offered. Only the initial subscription payment is eligible under this standard policy, not renewal payments. Mandatory consumer rights remain unaffected.

Submit the request within the window even if handling or provider processing takes longer. Your developer is the first contact for the product; SoundSync support can help with the managed payment or an unresolved request.

Refund from the purchase record

Authorized developers initiate refunds from the Purchases view: review the eligible order, select whole products or the full order, inspect the refund breakdown, enter a reason, and confirm. The service checks the original captured payment and request window before processing. External reseller payments must be refunded by the seller that collected them; the partner integration separately reconciles fulfilled access.

What the customer receives and who pays

SoundSync retains its original fee on refunded products. The customer receives the selected products' full paid amount and associated tax without a SoundSync fee deduction. The developer covers actual additional refund charges recorded by the payment provider, not the ordinary processing cost already covered on SoundSync checkout. Accepted affiliate and collaborator shares reverse from the original sale allocation; the developer adjustment uses the original developer share plus the retained SoundSync fee and applicable refund charges. Previously paid amounts are recovered from future earnings, and tax is reconciled separately.

With no recipient-sharing agreement, a $49 pre-tax sale has a $4.90 SoundSync fee and $44.10 developer proceeds. Refunding that product returns $49 plus its tax to the customer; the developer remains responsible for the $4.90 fee and any actual additional refund charge. No estimated processor penalty is invented.

Original shares, not today's rates

Refunds reverse the affiliate and collaborator amounts allocated to the refunded products when the sale occurred. Changing rates later does not rewrite the sale. Unpaid shares are reduced; amounts already paid are recovered from future earnings. The 14-day hold reduces exposure but does not remove the need to handle disputes, delayed refunds, or recovery.

What happens to purchased access

A confirmed refund removes access granted by the refunded purchase for the selected products. A full-order refund covers all its purchased items. Unrelated purchases and independent grants remain intact. Bundles follow their linked purchase scope rather than permitting arbitrary selection of included gifts or components. Licensing, device state, download authorization, and subscription access are reconciled with the affected purchase; an unresolved operation requires review rather than another blind refund attempt.

Refund handling should reconcile the order, refunded items, customer entitlements, license or serial state, and later plugin validation. Access to other purchases must remain intact.

Chargebacks are a separate process

Developers are responsible for confirmed chargeback losses and actual dispute charges recorded by the payment provider. SoundSync covers ordinary processing only for SoundSync-managed checkout, not externally collected reseller or partner payments. An open dispute holds affected funds while its outcome is determined; it is not automatically a final product loss. Original recipient shares and developer obligations are reconciled with the dispute outcome. Returned dispute charges are recorded separately; winning the disputed sale does not mean every provider charge was returned.

A dispute is handled through the payment provider's process and deadlines, not the ordinary 14-day refund window. Developers should respond promptly to requests for product, delivery, and customer-support evidence. An open dispute does not prove its final outcome.

Payment-provider timing

SoundSync can arrange and record the refund, but arrival at the customer's bank or payment account depends on the provider. No fixed arrival time is promised. Contact support with the order reference, not full card details or a password.