Refund & Cancellation Policy

At SONARA, customer satisfaction and trust are fundamental. We want you to experience our audio player with complete confidence. This Refund and Cancellation Policy outlines your rights, the cancellation process, and refund eligibility for SONARA Pro digital subscriptions purchased via our website (powered by Paddle, our Merchant of Record). Note: SONARA subscriptions and ad-free passes are processed exclusively via Paddle on our official website. There are no subscriptions, in-app purchases, or billing transactions processed through Google Play.

1. Subscription Cancellation Process

You may cancel your SONARA Pro subscription at any time without fees, penalties, or questions asked.

A. Self-Service Cancellation (Paddle)

1. Email Receipt Link: When you subscribe, Paddle delivers a confirmation email containing your receipt and a direct "Manage Subscription" or "Cancel Subscription" link. Clicking this link allows you to terminate upcoming recurring charges instantly.
2. Via Support Email: If you cannot locate your receipt, send an email to sonaraplayer.support@gmail.com from the email address used during checkout with the subject line Cancel My Subscription. Our support team will process the cancellation within 24–48 business hours.

B. Effect of Cancellation

When you cancel your subscription, auto-renewal is immediately stopped. You will continue to enjoy 100% ad-free listening until the conclusion of your current paid billing cycle. No further recurring charges will be initiated against your payment method.

2. Refund Eligibility & Money-Back Guarantee

A. 14-Day Money-Back Guarantee (Annual Subscriptions)

We offer a 14-day risk-free money-back guarantee for all first-time annual subscriptions:

• If you purchase an annual subscription to SONARA Pro and are not fully satisfied with the audio fidelity, features, or performance, you are entitled to a full 100% refund of the purchase price.
• To qualify, your refund request must be submitted within 14 calendar days from the initial purchase date.

B. Monthly Subscriptions

Monthly subscriptions provide short-term flexibility without long-term commitment. You may cancel at any time to prevent the next month's billing. Monthly fees already billed are generally non-refundable, except where mandatory statutory consumer withdrawal rights apply (such as the 14-day statutory right of withdrawal for consumers located in the European Union or United Kingdom who have not waived their right upon immediate digital delivery), or in cases of proven billing errors or technical failure.

3. Step-by-Step Refund Request Procedure

To request a refund for a web purchase processed through Paddle:

1. Send an email to: sonaraplayer.support@gmail.com
2. Use the Subject: Refund Request — [Your Order or Transaction ID]
3. Include the following details in your message:
   • The email address used during payment
   • Date of purchase
   • Transaction ID (from your Paddle receipt, typically starting with txn_)
   • A brief description of why you are requesting a refund (optional, but greatly appreciated to help us improve SONARA)

4. Processing Timelines & Payment Methods

• Acknowledgment: Our customer support team will acknowledge and review your request within 24 to 48 business hours.
• Processing Window: Once approved, the refund is initiated through Paddle immediately. Depending on your financial institution or credit card provider, the credited funds will appear on your account statement within 5 to 10 business days.
• Original Payment Method: All refunds are issued exclusively back to the original payment method used at the time of purchase (credit card, debit card, PayPal, etc.). We cannot issue refunds in cash or to third-party accounts.

5. Exceptions & Abuse Prevention

Refunds may be refused or contested under the following circumstances:

• Requests submitted after the expiration of the 14-day guarantee window.
• Repetitive purchase-and-refund patterns indicating intentional service abuse.
• Purchases disputed through fraudulent chargebacks without prior communication with our support team.

6. Contact & Assistance

If you have questions about this policy, require assistance managing your subscription, or want to verify an invoice, please contact our dedicated support team:

SONARA Customer Support: sonaraplayer.support@gmail.com
Support Hub: https://sonaraplayer.com/contact
Operating Hours: Monday – Friday, 09:00 – 18:00 UTC