Refund Policy
1. Money refunds and Credit returns
This policy distinguishes a refund of a real payment from releasing Credits reserved for a round. Credits not purchased with money cannot be refunded for money.
All refund requests are handled by email and reviewed manually by the SceneRally team. There is no automated refund button. Email cnvx.studio@gmail.com; we will check the purchase and arrange any approved refund with the payment provider.
2. Unused purchases: 7-day refund
You may request a full refund within 7 calendar days of a successful purchase if none of the Credits from that purchase have been spent. For this voluntary refund, the entire pack must be unused; any included bonus Credits are part of that same pack.
Reserved Credits are not yet spent. If some are committed to an unresolved round, we first resolve the commitment under the published round rules before determining eligibility. We will not make you miss the request window while we review a timely request.
For example, a $4.99 purchase providing 50 Credits, with all 50 still unspent, qualifies for a full purchase refund if requested within 7 days. Corresponding Credits are removed when the refund is completed; a buyer cannot keep both those Credits and the refunded purchase price.
3. Partly used or fully spent purchases
Once any Credits from a pack have been spent on delivered rounds, the pack is not normally eligible for a voluntary change-of-mind refund, including a refund of its remaining balance. For example, spending 5 out of 50 Credits means that pack is partly used.
This restriction does not exclude remedies for duplicate or incorrect charges, missing delivery, materially defective or misdescribed service, unauthorised payments, or rights required by applicable law or the payment provider. Requests outside the voluntary window can still be reviewed on those grounds.
Eligibility is checked against the purchase and Credit ledger. We explain the reason for a decision. An uncertain order history must be investigated rather than treated as proof that Credits were spent.
4. Failed, blocked or unsuccessful rounds
In interactive play, commitments reserve Credits. A losing side, a round where neither side qualifies, or a winning result not delivered by its deadline releases the reserved Credits. A safety rejection before delivery is a failed delivery; it does not justify spending those reserved Credits.
Credits are spent once only when the winning result actually begins playing publicly under the round rules, even if the supporter has left the page. A late result cannot charge already released Credits again. The background video continuing to play is not proof that the promised result was delivered.
A Credit release keeps value in your SceneRally balance; it is not an automatic cash refund. If a technical fault prevents the release, or the service remains unavailable, contact us for correction and any applicable refund remedy.
5. Billing mistakes and non-delivery
Report duplicate charges, a paid order with missing Credits, an incorrect amount, an unauthorised payment or a material delivery problem. We investigate with the payment provider and correct the account or arrange the applicable refund. Do not pay a second time solely because a payment result is unclear.
Waffo, when handling an actual purchase as merchant of record, may decide or process refunds and disputes under its terms and applicable obligations. This policy does not restrict your right to contact Waffo or your payment provider.
6. How to request a refund
To request any refund, email cnvx.studio@gmail.com with your account email, order reference, purchase date and a short description of the issue. We review unused, partly used and spent purchases manually under this policy, and explain the decision or any information still needed. We may request limited information needed to verify the purchase; never send passwords, verification codes or full card details.
For an approved refund, our team manually arranges the refund through the payment provider, normally to the original payment method. A refund request alone does not mean that it has been approved or completed. Bank and payment-provider processing times vary, and approval does not mean funds have already reached the bank. You will be told the outcome and any information still required.
7. Your legal rights
The 7-day window is an additional commercial policy, not a replacement for statutory cancellation, withdrawal, defect or non-delivery rights. Those rights may provide a longer period or a different remedy. Simply holding or using Credits is not, by itself, a claim that you have validly waived any statutory right.
If a refund or chargeback is completed, the related Credits and order records must be reconciled without reclaiming unrelated valid purchases or issuing the same refund twice. This does not create a separate cash-out facility for Credits.