At Nondy Enhance, we want you to be completely satisfied with our video and image enhancement services. This Refund Policy explains when and how refunds are available for token purchases and subscription services.
1. Token Refund Policy
1.1 Eligibility for Token Refunds
You may request a refund for unused tokens under the following conditions:
- Time Window: The refund request must be made within 14 calendar days of the original purchase date.
- Unused Tokens: None of the tokens from the purchased bundle may have been redeemed or used for any enhancement services.
- Right of Withdrawal: By using or redeeming any token from a bundle before the 14-day period expires, you expressly waive your statutory right of withdrawal for that entire purchase under EU Consumer Rights Directive (2011/83/EU) Article 16(m).
1.2 Non-Refundable Scenarios
Tokens are not eligible for refund in the following cases:
- More than 14 days have passed since the purchase date
- Any token from the purchased bundle has been redeemed or used
- Tokens were purchased as part of a promotional discount or special offer (unless otherwise specified)
- Tokens were obtained as a gift, bonus, or complimentary credit
- Your account has been suspended or terminated for violating our Terms of Service
2. Subscription Refund Policy
2.1 Subscription Fees
Subscription fees are generally non-refundable. When you purchase a subscription, you are charged for the entire billing period (monthly, annually, etc.) in advance.
2.2 Cancellation
You may cancel your subscription at any time through your account dashboard or by contacting support. Upon cancellation:
- Your subscription will remain active until the end of your current billing period
- You will continue to have access to subscription benefits until the period expires
- No refund will be provided for the remaining time in the current billing period
- Your subscription will not auto-renew for the next billing period
2.3 Exceptions for Subscription Refunds
In exceptional circumstances, we may provide a prorated refund for unused subscription time, such as:
- Technical issues that prevent you from accessing the Service for an extended period
- Significant changes to subscription features that materially differ from what was advertised
- Duplicate or erroneous charges
Refund decisions for exceptional circumstances are made at our sole discretion on a case-by-case basis.
3. How to Request a Refund
3.1 Refund Request Process
To request a refund, please follow these steps:
- Send an email to support@ndy-enhance.com from the email address associated with your Nondy Enhance account
- Include "Refund Request" in the subject line
- Provide the following information in your email:
- Your account email address
- Order/transaction ID or date of purchase
- Amount paid and payment method used
- Reason for refund request
- Confirmation that no tokens from the bundle have been used (for token refunds)
3.2 Verification
We will verify your eligibility for a refund by checking:
- The purchase date and whether it falls within the 14-day refund window
- Whether any tokens from the purchased bundle have been redeemed
- Your account status and compliance with our Terms of Service
- Payment records and transaction history
3.3 Response Time
We will respond to your refund request within 2-5 business days with a decision. If additional information is needed, we will contact you.
4. Refund Processing
4.1 Approved Refunds
If your refund request is approved:
- The refund will be processed to the original payment method used for the purchase
- You will receive an email confirmation once the refund has been initiated
- The unused tokens will be removed from your account
- Refund processing typically takes 5-10 business days, depending on your bank or payment provider
4.2 Payment Processor Timing
Refunds are processed through Stripe, our payment processor. The time it takes for the refund to appear in your account depends on your bank or card issuer:
- Credit cards: 5-10 business days
- Debit cards: 5-10 business days
- Bank transfers: Up to 10 business days
If you have not received your refund after 10 business days, please contact your bank or card issuer first, then contact us at support@ndy-enhance.com if the issue persists.
4.3 Denied Refunds
If your refund request is denied, we will explain the reason for the denial. Common reasons include:
- Request made outside the 14-day refund window
- Tokens from the bundle have been used
- Account violations or Terms of Service breaches
- Previous refunds issued for the same purchase
5. Chargebacks
If you initiate a chargeback or payment dispute with your bank or card issuer instead of contacting us directly:
- Your account may be immediately suspended pending resolution of the dispute
- We will provide evidence of the transaction and service delivery to your bank
- Fraudulent or illegitimate chargebacks may result in permanent account termination
- We reserve the right to recover chargeback fees and associated costs
- Unresolved chargebacks may affect your ability to create new accounts or make future purchases
We strongly encourage you to contact us directly at support@ndy-enhance.com before initiating a chargeback. We are committed to resolving disputes fairly and efficiently.
6. Service Quality Issues
If you are unsatisfied with the quality of an enhanced video or image:
- Contact us within 7 days of receiving the enhanced content
- We will work with you to revise or re-enhance the content at no additional cost
- If we cannot resolve the quality issue to your satisfaction, we may offer a token credit or refund
Quality-related refunds are evaluated on a case-by-case basis and depend on the nature of the issue and our ability to meet reasonable expectations.
7. Promotional Credits and Discounts
Promotional credits, discount codes, and complimentary tokens:
- Are non-refundable and have no cash value
- Cannot be combined with refund requests for purchased tokens
- May have expiration dates or usage restrictions
- Are subject to the specific terms of the promotion
8. European Union Consumer Rights
Under EU Consumer Rights Directive (2011/83/EU), consumers have a 14-day right of withdrawal for online purchases. However, this right is waived when:
- You use or redeem digital content (tokens) before the 14-day period expires
- You explicitly consent to immediate access and acknowledge the waiver of the right of withdrawal
By using any token from a purchased bundle, you confirm that you:
- Requested immediate access to the digital services
- Acknowledge that using the service results in the loss of the right of withdrawal
- Understand that the entire token bundle becomes non-refundable once any token is redeemed
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Material changes will be communicated via email or through a notice on the Service. Your continued use of the Service after changes constitutes acceptance of the revised policy.
10. Contact Information
For refund requests, questions, or concerns about this policy, please contact:
Nondy Enhance
Email: support@ndy-enhance.com
Website: ndy-enhance.com