Refund & Cancellation Policy

01 The short version

The sections below spell out exactly how this works for each kind of purchase.

02 How to ask for a refund

Refunds are handled by our support team — there is no self-service refund button, and a person reviews every request.

• Contact us — use the Contact page or email us: Show support email.
• Write from the email address on your Vidnexa account, and tell us what you bought, when you bought it, and why you're asking.
• Ask within 30 days of the charge. Asking sooner makes a request easier to verify and to help with.
• We may ask follow-up questions to confirm the charge is yours before we act on it.

03 When we refund

We refund in full when:

• The charge was a duplicate, or was made in error.
• The purchase was never delivered or activated — for example a plan, badge or ticket that never became usable.
• A mentorship program does not start, or a booked mentorship session is not held (see Mentorship).
• A shop or merch order was not delivered.

We consider refund requests made within 30 days of the charge. For any other reason, contact us anyway — every request is reviewed individually, and if we can't refund we'll explain why.

04 How refunds are paid

• Refunds are issued through the same payment provider you paid with (Stripe or PayPal) and go back to your original payment method. We can't send a refund to a different card, account or person.
• Once we issue a refund, how long it takes to appear on your statement depends on your bank or card issuer.
• As soon as the provider confirms the refund, the access changes described below are applied to your account automatically.

05 A refund cancels what it bought

One rule applies to everything on Vidnexa: a refund reverses the purchase it belongs to. When a payment is refunded, our system automatically adjusts or removes what that payment bought, as described in the sections below. A partial refund reverses part of the purchase; a full refund reverses all of it.

The same applies to chargebacks: if your bank reverses a payment instead of us refunding it, the same rules apply to what that payment bought.

This policy doesn't limit any rights you have under applicable law.

06 Plans & memberships

This section covers time-based access: Vidnexa plans (Pro, Elite, Creator and Studio), Creator Commerce plans, mentorship plans, and channel memberships.

• Full refund — removes the paid period the refunded payment bought. If you still have an earlier paid period, that period stays and your access continues on it. If the refunded payment was your only period, the plan or membership is cancelled and access ends when the refund is processed.
• Partial refund — shortens your current period in proportion to the amount refunded: refund half the price and the period shortens by half. If the shortening uses up the whole remaining period, access ends.
• Creator Commerce plans on a Stripe subscription — a full refund also cancels that subscription at Stripe, so it can't charge you again.

Cancelling without a refund: you can stop a plan at any time by switching to the Free plan — from Change plan for Vidnexa plans, or the Plans page for mentorship. Nothing further is charged, and your paid access runs until the end of the period you already paid for.

07 One-time purchases

One-time purchases are reversed by a full refund only; a partial refund leaves them in place.

• Verification badges — a full refund removes the paid badge and returns the badge request to unpaid.
• Spaces tickets — a full refund deletes the ticket.
• Shop & merch orders — a full refund marks the order as refunded and returns any stock reserved for it to the listing.

08 Mentorship

If a program does not start, or a booked session is not held, you may request a refund through Vidnexa support.

• A full refund of a program enrolment removes the enrolment, and any coupon you used becomes usable again.
• A partial refund leaves the enrolment in place.
• If you're a mentor: when an enrolment payment is refunded, your earnings share for that enrolment is reversed in the same proportion. If that share was already paid out to you, the amount is offset against your future earnings, and payout requests are paused until it's covered. We notify you with a full explanation whenever this happens.

09 Tips, donations & fundraisers

Tips and donations are gifts to a creator, but they are payments like any other. If one is refunded, the amount the creator received is reversed in the same proportion, and a fundraiser's raised total goes down by the refunded amount. A paid live-chat pin that is fully refunded stops displaying.

10 Promote campaigns

A full refund pauses a running campaign and marks its payment as refunded. A partial refund leaves the campaign running. If a campaign has already fully run and delivered all of its impressions, that delivered advertising can't be undone.

11 Digital products

Almost everything on Vidnexa is digital: plans, memberships, badges, tickets, enrolments and campaigns are delivered as access or features on your account, usually immediately. The exception is creator shop and merch items, which are physical goods sold and shipped by the creator.

12 Changes to this policy

We may update this policy from time to time. The version posted here when you buy is the version that applies to that purchase. When we change it materially, we'll update the Effective date at the top of this page.

13 Contact us

Questions about a charge, or want to ask for a refund? We're happy to help.