Refund & Cancellation Policy
Effective date: 18 February 2026 Last updated: 18 February 2026
This policy explains your rights regarding refunds, cancellations, and returns for purchases made through the KosmoSonica platform. We comply with UK Consumer Rights Act 2015 and EU Consumer Contracts Regulations.
1. Event Tickets
1.1 Refund eligibility
| Scenario | Refund | How | |----------|--------|-----| | Event cancelled by host | Full refund | Automatic within 5–10 business days | | Event rescheduled (you can't attend) | Full refund | Contact us within 14 days of the new date being announced | | You change your mind (more than 48 hours before event) | Full refund minus processing fees | Contact us before the event | | You change your mind (within 48 hours of event) | No refund | Tickets may be transferable — check event details | | No-show | No refund | — |
1.2 Processing fees
Stripe processing fees (typically 1.5% + 20p for UK cards) are non-refundable as they are charged by the payment processor regardless of refund status.
1.3 Kitty / chip-in contributions
Kitty contributions are non-refundable once the event has taken place. If the event is cancelled, all kitty contributions are refunded in full automatically.
2. Digital Products
2.1 Sample packs, presets, and digital downloads
Due to the nature of digital goods, all sales of downloadable products (sample packs, presets, templates) are final once the download link has been accessed. This is in accordance with the Consumer Contracts Regulations 2013, Regulation 37, as you expressly consent to the supply of digital content and acknowledge that your right of withdrawal is lost once download begins.
2.2 Exceptions
We will issue a full refund if:
- The product is materially different from its description
- The download files are corrupt or non-functional
- The product was purchased in error (duplicate purchase) — within 24 hours
3. Subscriptions
3.1 Free trial
If your plan includes a free trial period, you will not be charged until the trial expires. Cancel before the trial ends and you will not be charged.
3.2 Monthly subscriptions
You may cancel your monthly subscription at any time. Your access continues until the end of the current billing period. No partial refunds are issued for unused days within a billing cycle.
3.3 Annual subscriptions
Annual subscriptions may be cancelled within 14 days of purchase for a full refund (cooling-off period under UK distance selling regulations). After 14 days, cancellation takes effect at the end of the annual billing period. No pro-rata refunds are issued after the cooling-off period.
3.4 Downgrades
Downgrading from a paid plan to a free plan follows the same rules as cancellation — your paid features remain active until the end of the billing period.
4. Physical Merchandise
Physical goods purchased through the KosmoSonica Store are subject to a 30-day return policy from the date of delivery.
4.1 Conditions for return
- Items must be unused, in original packaging, with tags attached
- Proof of purchase is required
- You are responsible for return shipping costs (unless the item is faulty)
4.2 Faulty or incorrect items
If you receive a faulty or incorrect item, contact us within 30 days and we will:
- Send a replacement at no cost, or
- Issue a full refund including original shipping costs
5. How to Request a Refund
- Self-service: Go to Member Settings > Account and use the data export or account management tools
- Email: Contact privacy@kosmosonica.com with:
- Your account email address
- Order/event reference
- Reason for the refund request
- Response time: We aim to respond within 2 business days and process approved refunds within 5–10 business days
6. Refund Method
Refunds are processed back to the original payment method used at the time of purchase. Processing times depend on your bank or card issuer:
| Payment method | Typical refund time | |---------------|-------------------| | Debit card | 5–10 business days | | Credit card | 5–10 business days | | Bank transfer | 3–5 business days |
7. Disputes
If you are not satisfied with our refund decision, you may:
- Contact us at hello@kosmosonica.com to escalate
- Use the EU Online Dispute Resolution platform at ec.europa.eu/odr
- Contact your local Trading Standards office or Citizens Advice Bureau
8. Changes to This Policy
We may update this policy from time to time. Material changes will be communicated via email or a notice on the platform. The "Last updated" date at the top reflects the most recent revision.
Related policies:
Contact: privacy@kosmosonica.com