Overview
Sphere relies on the Refund and Subscription Cancellation Policy to ensure customer satisfaction with every purchase and provide protection to our Creators.
This Refund and Subscription Cancellation Policy (“Policy”) is part of, and incorporated within, the Sphere Creator Contract and the Sphere Terms of Sale. As a condition of registering with Sphere and using the Sphere Services, you expressly acknowledge that you have read and understand this Refund and Subscription Cancellation Policy and you agree to be bound by its terms and conditions. If at any time you disagree with this Policy or any part of it, your sole remedy is to cease all use of the Sphere Services and terminate your account. Please note, however, that any transactions which occurred prior to the date of such termination shall be governed and controlled in full by the terms of this Policy.
This Policy contains the following subsections:
· Reasons Why a Member May Request a Refund or Subscription Cancellation
· Sphere’s Refund Policy
· Sphere’s Subscription Cancellation Policy
· The Creator’s Role in Handling Refunds and Subscription Cancellations
· Refunds and Commission
· Policy Abuse
· Refunds and Subscription Cancellation Policy FAQ
· Note to Sphere Creators and Members
· Additional Resources & Related Articles
Reasons Why a Member May Request a Refund or Subscription Cancellation
Sphere has every incentive to keep Members happy by providing quality products and service. To promote Member satisfaction, Sphere reserves the right to reverse a sale for the following reasons (list is non-exhaustive):
· If the Member provides a valid reason for requesting a Refund within the time frame permitted;
· If the Creator of the product requests a refund on the Member's behalf within 365 days of purchase;
· If the Member provides a valid report that the charge was fraudulent or unauthorized;
· In order to comply with credit card industry rules, U.S. law, and requests from verified US judiciary or law enforcement agents; or
· For any other reason Sphere deems appropriate.
Sphere’s Refund Policy
Sphere will, at its discretion, allow for the refund of any product within 60 days from the date of purchase. For recurring billing products, refunds for more than one payment may be provided if requested within the standard 60-day refund period.
Sphere’s Subscription Cancellation Policy
A Member may cancel a product with a recurring billing subscription at any time. A cancellation means that no future payments are charged to the Member's payment account. The cancellation of a recurring billing product does not generate a refund - it will only stop any future payments from occurring.
The Refund Process
When a Member contacts Sphere by phone or through the Sphere platform to request a refund, our service and support staff attempt to provide the Member with sufficient instruction, customer service, and/or support. However, in some cases a Member may find a product unsatisfactory for reasons that are beyond the control of Sphere. In these cases, a refund or cancellation may be processed.
If a refund is approved by Sphere, the money for the requested transaction is refunded back to the Member, in part or whole. If the refund request is for a recurring billing product, then the Sphere Policy allows for the most recent payment to be refunded.
Multiple payment refunds can be provided as long as they are within the Sphere Refund and Subscription Policy. A refund on a recurring billing product will also result in the cancellation of that subscription.
Refunds will only be credited back to the account used to make the original purchase. Refunds cannot be issued for one-time purchases that have a closed account.
Due to the digital format of many products on Sphere, when a product is refunded the Member retains the product and, in many cases, the Member has already received the benefit from the product prior to the refund request. In such cases, Sphere reserves the right to issue a refund for less than the full purchase price. In some cases, Sphere may refund the purchase of a course, however the Member will still have access to Sphere, but would lose access to the course.
Refunds and Commission
Generally, when a Member requests a refund, the full refund is provided. Distributions from that sale that are revenue share based are debited back out of the corresponding Creator account.
Policy Abuse
Members requesting serial or repeated refunds may be blocked from making further purchases using the Sphere services. Members that violate the terms of use of a product may have their right of refund revoked for such product. Sphere reserves the right to determine cases of policy abuse without the consent of the Creator.
Refund and Subscription Cancellation Policy FAQ
Q: What is Sphere’s cancellation policy for recurring billing products?
A: The Member may cancel a recurring billing subscription at any time.
Q: What is the difference between a refund and a cancellation?
A: If a Member requests a refund, the money for the requested transaction is refunded back to the Member. If the refund is for a recurring billing product, then the Policy allows for the most recent payment to be refunded. Refunds for multiple rebills can be provided as long as they are within the stated refund period. A refund on a recurring billing product will also result in a cancellation.
If Members request a cancellation for their recurring billing product, then no future rebills will be charged to their account. However, a cancellation will not generate a refund unless the refund is also requested. A cancellation will only stop any future rebills.
Q: How does Sphere handle Member inquiries?
A: When a Member reaches us through the Sphere platform, phone, or email, our first response is to offer support for the product. However, in some cases a product may be unsatisfactory to the Member for reasons completely beyond our control, in which case a cancellation or a refund may be processed.
Q: What is the policy for refunds requested within the 60-day refund period?
A: Members requesting a refund within 60 days of purchase may be approved by our customer service team if the Member provides evidence that their case merits a refund.
Creators requesting a refund on behalf of the Member within 365 days of purchase will have their request reviewed and usually approved by our customer service team.
Q: What is the policy for refunds requested after 60 days of purchase?
A: Members requesting a refund after 60 days will be directed to the Creator for support. Creators may request a refund on behalf of Members, of any purchase up to 365 days after the date of the Sphere Member's purchase.
Note to Sphere Creators and Members
This Refund and Subscription Cancellation Policy is part of, and incorporated within, the Sphere Creator Contract and Terms of Sale. As a condition of registering with Sphere and using the Sphere Services, you expressly acknowledge that you have read and understand this Refund and Subscription Cancellation Policy and you agree to be bound by its terms and conditions. If at any time you disagree with this Refund and Subscription Cancellation Policy or any part of it, your sole remedy is to cease all use of the Sphere Services and terminate your account. Please note, however, that any transactions which occurred prior to the date of such termination shall be governed and controlled in full by the terms of this Refund and Subscription Cancellation Policy.