About

Refund Policy

DRAFT -- needs review by Scott and a lawyer before publishing.

Most of this policy is decisions that haven't been made yet, so most of it is [TBD]. Each [TBD] says what needs deciding. The parts that are written follow from PLAN.md or from what other pages already promise.

This policy covers payments made through this website: storage plans, event admission, and donations. It's part of the Terms of Service.

[TBD: the work we do in person (repairs, 3D printing, classes) is paid for differently. Decide whether it belongs in this policy, and if so add a section: deposits, failed prints, and classes cancelled by either side.]

Mistakes Are Always Refunded

If we charged you twice, charged the wrong amount, or charged you after you'd cancelled, we refund the difference in full. Tell us and include the receipt number.

How Refunds Are Paid

  • Refunds go back to the way you paid: your PayPal account or the card you used through Stripe. We can't send a refund anywhere else.
  • You'll get an email when the refund is issued. It also appears in your payment history.
  • How long it takes to show up depends on PayPal or your card issuer, not on us.

[TBD: whether you refund the full amount even though PayPal and Stripe generally keep their fees on a refund. Refunding in full is simpler to explain.]

Storage Plans

  • Cancelling. You can cancel at any time. Your storage stays until the end of the period you've paid for, and you aren't charged again. [TBD: confirm that the unused part of the current period is not refunded. The alternative is a prorated refund.]
  • Reducing your plan. Removing blocks doesn't produce a refund. Adding storage takes effect straight away. Removing storage takes effect at the end of the period you've already paid for.
  • Your first payment. [TBD: whether a first-time subscriber can get a full refund within a short period after the first payment, and how long that period is.]
  • Yearly renewals. [TBD: whether you refund a yearly renewal that someone forgot to cancel, if they ask within a short time and haven't used the paid storage since the renewal.]
  • Outages. [TBD: whether a long outage on our side earns a refund or credit. The terms of service have a matching question.]
  • Deleting your account. Deleting your account cancels any paid plan. [TBD: whether the rest of the current period is refunded. Match account.md.]
  • Accounts closed for breaking the rules. [TBD: whether the rest of the current period is refunded when we close an account under the Acceptable Use Policy.]

Event Admission

  • If we cancel an event, you get a full refund automatically. You don't need to ask.
  • If we move an event to a different date or time and you can't make it, [TBD: confirm] you can have a full refund. Ask before the new date.
  • If you cancel your RSVP, [TBD: whether you refund, and up to how long before the event. Cancelling still frees your place for the waitlist either way.]
  • If you don't come, [TBD: no refund?].
  • If your payment arrives after your seat hold ran out and the event has filled up in the meantime, you get a full refund automatically.

Donations

Donations aren't normally refunded. If you made a mistake -- the wrong amount, or a donation made twice -- tell us within [TBD: how long] and we'll refund it.

Store Purchases

[TBD: the store doesn't exist yet (PLAN Phase 7). Returns and refunds for physical goods and downloads go here when it does.]

Disputes

If something's wrong with a charge, please contact us before disputing it with PayPal, your card issuer, or your bank. It's usually quicker for both of us. The Terms of Service say what happens to a paid plan while a dispute is open.

Asking for a Refund

Email scott@duensing.digital or use the contact form. Include your receipt number and what you'd like refunded. [TBD: how quickly you commit to answering refund requests.]

Last updated: [TBD: date of publication]