Refund Policy

Our Commitment to Your Satisfaction

30-Day Money-Back Guarantee

We want you to be completely satisfied with your VoxSoma experience. If for any reason you're not happy with your personalized sleep audio session within 30 days of your purchase, you're entitled to a full refund.

Eligibility

• Refunds are available for 30 days from the date of your purchase
• You must request the refund within this 30-day window
• The refund applies to the full purchase price of your audio cycle (€39/cycle or current pricing)
• All customers in all countries are eligible for this guarantee

EU 14-Day Withdrawal Right

If you are a consumer located in the European Union, you have the statutory right to withdraw from your purchase within 14 days of the transaction date, in accordance with EU Consumer Rights Directive 2011/83/EU.

EU Withdrawal Details

• Right to Withdraw: EU consumers have 14 calendar days to withdraw from this purchase
• Automatic Extension: If the 14-day period ends on a weekend or public holiday, it is automatically extended to the next business day
• No Penalty: You will not be charged any penalty for exercising your withdrawal right
• Refund Timeline: We will process your refund and return any funds to your original payment method within 14 days of receiving your withdrawal request
• Digital Services Exception: After you have explicitly acknowledged that you lose the withdrawal right upon receiving the complete digital service, we cannot accept withdrawal requests. Our website clearly indicates this before purchase completion.

How to Request a Refund

Step 1: Send Your Request

Email us at [email protected] with the subject line "Refund Request" and include:

• Your full name
• The email address associated with your purchase
• The date of your purchase
• Brief reason for the refund request (optional, but helpful for us to improve)
• Your payment method (for processing the refund)

Step 2: Confirmation

We will acknowledge receipt of your refund request within 24 business hours and confirm your eligibility under this policy.

Step 3: Processing

Once approved, your refund will be processed to your original payment method. Processing typically takes 5-10 business days, depending on your bank or payment provider.

What Qualifies for a Refund

Reasons We Approve Refunds

• The audio session didn't meet your expectations
• Technical issues prevented you from accessing or enjoying the service
• You changed your mind about the purchase
• The personalization didn't work as described
• You experienced dissatisfaction with the audio quality or content
• Any other reason within the 30-day or EU 14-day withdrawal period

Refund Processing Conditions

• Refunds must be requested within 30 days of purchase (or 14 days for EU consumers exercising withdrawal rights)
• The digital audio files may have been downloaded or accessed
• We do not require you to delete the audio files from your device to receive a refund
• If you submitted a voice recording, it will be securely deleted from our servers upon refund approval

What Does NOT Qualify for a Refund

Ineligible Requests

• Refund requests made more than 30 days after purchase (except EU withdrawal right if within 14 days)
• Requests for multiple refunds on the same purchase
• Refunds requested after explicitly confirming receipt of the digital product and acknowledging loss of withdrawal rights
• Fraudulent or unauthorized refund requests
• Multiple purchases from the same customer claiming refunds on all or most of them (patterns suggesting abuse)

Refund Processing Time

Timeline

• Request Acknowledgment: Within 24 business hours
• Approval Decision: Within 2-3 business days
• Fund Return to Account: 5-10 business days after approval (depending on your bank)

The actual time for funds to appear in your account depends on your financial institution. Some banks process refunds within 1-2 business days, while others may take up to 10 days. We recommend contacting your bank if the refund does not appear within 10 business days of our processing confirmation.

Voice Recording Deletion

If you submitted a voice recording as part of your order and request a refund, your voice recording will be securely deleted from our servers upon refund approval. This deletion is performed immediately and cannot be reversed. If you wish to use your voice recording in the future, you must maintain your own backup copy.

Refund and EU Right of Withdrawal

This Refund Policy works in addition to your legal EU consumer rights. EU consumers may exercise their 14-day statutory withdrawal right as defined by EU Directive 2011/83/EU, separate from and independent of this 30-day money-back guarantee. We comply with all applicable EU consumer protection laws.

Special Circumstances

Duplicate Charges

If you were charged multiple times for a single purchase, please contact us immediately at [email protected]. We will investigate the charge and process a refund for any duplicate transactions immediately.

Unauthorized Purchases

If you did not authorize a purchase made under your account, please notify us immediately. We will investigate and issue a full refund while working with you to secure your account.

Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us:

Changes to This Policy

We may update this Refund Policy periodically to reflect changes in our practices or legal requirements. We will notify you of any significant changes by updating the "Last Updated" date at the top of this policy. Your continued use of VoxSoma following such modifications constitutes your acceptance of the updated Refund Policy.

Governing Law

This Refund Policy is governed by the laws of Lithuania and the European Union. EU consumer protection laws apply to all customers located in the EU, regardless of where VoxSoma is incorporated. Any disputes arising from this policy shall be subject to the jurisdiction of Lithuanian courts or, for EU consumers, the applicable consumer protection authorities in your member state.