Refund & Cancellation Policy
Hifiverse.io — Last updated: 7 May 2026 · Version 1.0
Quick summary
- Hifiverse refunds its own paid services — subscriptions, Authentications, paid API tiers, data licences, sponsored content and featured-listing credits. Hifiverse does not refund Marketplace transactions between buyers and sellers, because we are not a party to those.
- EU consumers have a 14-day right of withdrawal for distance contracts of digital services. You may waive it at checkout to start using the service immediately.
- Cancel anytime from your account in two clicks. You keep access until the period you have already paid for ends.
- Subscriptions: full refund within the 14-day window if not waived; otherwise non-refundable for the period started, but no further charges.
- Authentications: full refund before dispatch; partial after dispatch but before inspection; no refund after inspection is complete.
- Failed payments: 14-day grace period before paid features are suspended. No data deletion.
1. About this Policy
This Refund & Cancellation Policy consolidates the refund and cancellation rules across all paid Hifiverse Platform Services. Marketplace transactions between buyers and sellers are not refunded by Hifiverse and are not within the scope of this Policy.
The operative rules are also stated in the agreements governing each specific service. Where this Policy is inconsistent with a specific agreement, the specific agreement applies.
2. The 14-day right of withdrawal for EU consumers
If you are an EU/EEA/UK consumer, you have a 14-day right to withdraw from a distance contract for any paid Platform Service, counted from the day the contract is concluded.
For digital services delivered immediately, EU law lets you waive this right at checkout. We do this with a dedicated checkbox at checkout, separate from the Terms acceptance box.
If you withdraw within 14 days and have not waived the right: full refund within 14 days of receiving your notice, using the same payment method.
If you withdraw within 14 days and you have waived the right but have used the service: we may retain a pro-rata amount for the part of the period actually used.
To exercise the right of withdrawal, write to info@hifiverse.io or use the Model Withdrawal Form at the foot of the Subscription Agreement.
The right of withdrawal does not apply to: one-off Authentication purchases already performed; Enterprise contracts negotiated bilaterally between businesses; B2B subscriptions and API contracts.
3. Cancellation — how to do it
To cancel a subscription:
- Click "Cancel my subscription" at hifiverse.io/account/subscription, or click the same link in any subscription email.
- Confirm cancellation on the next screen.
From 19 June 2026, this flow satisfies the EU "Cancel my contract" button requirement of Directive 2023/2673.
Cancellation does not end the subscription immediately — you keep access through the end of the period you have already paid for. Cancellation does not delete your account, collection, wishlist or past listings.
You may also cancel by writing to info@hifiverse.io. We process email cancellations within two working days.
Enterprise contracts are cancelled per the executed Order Form. API plans and data licences follow the cancellation rules in their respective agreements.
4. Refund rules by service
4.1 Subscriptions (Plus / Pro / Collector / Partnership / Alliance)
| Situation | Refund |
|---|---|
| Within 14 days; right of withdrawal not waived | Full refund |
| Within 14 days; right waived; service partly used | Pro-rata refund less amount for use to date |
| After 14 days, monthly subscription | Non-refundable for the current month; cancellation takes effect next cycle |
| After 14 days, annual subscription | Non-refundable for the current period; cancellation takes effect next cycle |
| Hifiverse discontinues the plan | Pro-rata refund for the unused portion of the annual fee |
| Hifiverse materially reduces features | Right to cancel before the change takes effect with pro-rata refund |
| Service unavailable for an extended period without justification | Pro-rata refund on request |
| Chargeback by user without legitimate cause | No additional refund; account suspended; subscription ended |
For Enterprise dealer subscriptions, the Order Form may set different terms.
4.2 Authentication Services (Standard / Expedited / Vintage)
| Stage | Refund |
|---|---|
| Booked; courier label not yet generated | Full refund |
| Courier label generated; item not yet shipped | Refund less €25 administrative fee |
| Item shipped; partner has not yet received it | Refund less €25 admin fee plus outbound courier cost |
| Partner has received item; inspection not yet started | Refund less admin fee, outbound courier cost and 25% restocking fee |
| Inspection started or completed | No refund — the service has been performed |
| Partner unavailable (illness, equipment failure, courier failure) | Full refund or free reschedule, your choice |
| Inspection inconclusive due to partner-side limitations | 50% refund or free re-inspection by a different partner, your choice |
| Item lost or damaged in transit on a courier we booked | Insured value of shipment up to declared value, with per-tier ceiling |
4.3 API plans
| Situation | Refund |
|---|---|
| Within 14 days; EU consumer without waiver | Full refund |
| Free Developer tier | No fees; no refund |
| Starter or Pro tier monthly | Non-refundable for the current month |
| Starter or Pro tier annual | Non-refundable for the current period |
| Enterprise contract | Per the Order Form |
| Hifiverse discontinues a tier with less than 90 days' notice | Pro-rata refund of unused portion |
| Service unavailable beyond SLA (Enterprise) | Service credits per the Order Form |
4.4 Data licences
| Situation | Refund |
|---|---|
| Hifiverse terminates without cause | Pro-rata refund of unused portion |
| Licensee terminates without cause | Non-refundable; auto-renewal stops 90 days before next renewal |
| Material breach by Hifiverse not cured within 30 days | Pro-rata refund of unused portion |
4.5 Sponsored content
| Situation | Refund |
|---|---|
| Cancellation at least 30 days before publication | Full refund |
| Cancellation 14–30 days before publication | 50% refund |
| Cancellation within 14 days of publication | No refund (production materially complete) |
| Cancellation by Hifiverse for content reasons | Full refund less production costs incurred |
| Placement underperforms a committed metric | Make-good in additional impressions, or pro-rata refund per the IO |
| Labelling failure caused by Hifiverse | Pro-rata refund and republication with corrected labelling |
4.6 Featured-listing credits
| Situation | Outcome |
|---|---|
| Credits unused at the end of the month | Expire; do not roll over; no cash refund |
| Credit applied to a listing removed by Hifiverse before the boost period began | Credit refunded to the dealer's allowance |
| Credit applied to a listing removed mid-boost | Pro-rata credit refunded |
| Credit applied to a listing the dealer voluntarily removed | No refund |
| Cash purchase of credits cancelled within 14 days; credits not spent | Full refund |
5. Failed payments and dunning
If a recurring payment fails, Stripe retries automatically. We send dunning emails at day 0, day 3, day 7 and day 14. During the 14-day grace period: paid features are still active; you can restart the subscription by completing payment, with no reactivation fee; we do not delete your data.
After 14 days, paid features are suspended; the account drops to the Free tier; data is preserved. After 90 days of unresolved suspension, we send a final notice and may close the subscription record.
6. Stripe disputes (chargebacks)
Chargebacks that are not the result of unauthorised use of your payment method are treated as your decision to end the subscription. We contest the chargeback and, if we contest it successfully, may reflect that on your account record.
If you have a billing problem, please contact info@hifiverse.io first. A direct refund is faster, easier and cheaper than a chargeback.
7. Refunds in non-EUR currencies
We refund in the same currency at the original transaction amount. Small differences may arise from your card issuer's policies. For Stripe Invoicing on B2B contracts, refunds may take the form of a credit note against future invoices by mutual agreement.
8. Refund processing time
- Credit cards: 5–10 working days.
- SEPA Direct Debit returns: 3–5 working days.
- SEPA bank transfer: 5–10 working days.
- Apple Pay / Google Pay: per Stripe / your card issuer's schedule.
- International wire transfer: 3–7 working days plus any bank fees.
We send an email confirming the refund when we initiate it.
9. Marketplace transactions are not within this Policy
Hifiverse is not a party to any sale between users. There is no Hifiverse buyer protection scheme, no Hifiverse escrow, no Hifiverse refund for marketplace transactions.
If you have a dispute with a buyer or seller:
- Contact the other party directly. Most disputes resolve at this stage.
- Use your payment method's protections. Card issuers and PayPal have their own dispute processes.
- Use local consumer-protection authorities if you bought from a business seller and the business breached consumer law.
- Use the Authentication Service before completing a future transaction if you don't trust the seller's description.
- Report the seller or buyer to Hifiverse through the Notice-and-Action / Copyright / DSA Policy. We may take account-level action against confirmed bad actors.
10. Disputes about a refund
If you believe a refund decision is wrong:
- Reply to info@hifiverse.io with the case ID. We will reply within 7 working days.
- EU consumers can use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.
- EU consumers can also turn to the Bulgarian Conciliation Commission for Consumer Disputes (part of the Commission for Consumer Protection / KZP), 1 Vrabcha Street, 1000 Sofia, Bulgaria, https://www.kzp.bg/.
- Court action is available in line with the governing law provisions of the Terms of Service.
11. Refund policy for Hifiverse faults
If we made a billing error (wrong amount, double charge, charge after cancellation): full refund plus any related Stripe fee. If an outage materially affected paid features: pro-rata credit or refund per the relevant SLA. If a security incident affecting your account resulted in payment harm: full investigation and refund where the harm is attributable to a Hifiverse-side failure.
12. Changes to this Policy
The current version is at hifiverse.io/policy/refund-cancellation. We give 30 days' notice of changes that affect existing paid customers' rights.
Contact
- Email: info@hifiverse.io (subject: "Refund", "Billing", "Authentication — Refund", "API — Refund", "Data — Refund", "Sponsorship — Refund", "Withdrawal", "Cancel", "Legal — Refund Dispute")
- Postal: Timelapse Games EOOD, Bulgaria