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Refund policy

We would rather check your device before you pay than refund you afterwards, but if Sonix is not right for you, this is how refunds work.

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The short version

  • Ask for a refund within the refund window shown on your order confirmation.
  • Send the request by email so there is a written record.
  • Approved refunds go back to the payment method you used.
  • If the service does not work on your device and we cannot fix it, that is always a valid reason.

1. When you can ask

You can request a refund within the refund window shown on your order confirmation. The date of purchase is the date your payment was confirmed.

2. Requests we accept

  • The service does not work on your device, and we could not fix it together.
  • A problem on our side stopped the service for a significant part of the refund window.
  • You were charged twice for the same order.
  • You changed your mind within the refund window. We may deduct the value of the time already used on longer plans; we tell you the amount before processing.

3. Requests we cannot accept

  • Requests made after the refund window has ended.
  • Accounts suspended for sharing login details or breaking the Terms of Service.
  • Problems caused only by a home internet connection below the speed we recommend, where you did not try the fixes we suggested.
  • Fees charged by third-party player apps, your bank or your card issuer.

4. How to ask

Email [email protected] with the subject “Refund request” and include:

  1. The name, email or WhatsApp number you ordered with.
  2. The plan and the date you paid.
  3. A short reason. If it is a technical problem, your device model helps us check one last time.

Never send card numbers or bank details by email. We do not need them to process a refund.

5. How long it takes

We reply to refund requests in writing. Once a refund is approved, we send it to your original payment method. Banks and card issuers usually take a few business days, and sometimes up to two weeks, to show it on your statement.

If you paid in a currency other than US dollars, the amount you receive back can differ slightly because of exchange rates set by your bank.

6. What happens to your access

When a refund is processed, the login details for that plan are deactivated.

7. Chargebacks and disputes

Please contact us before opening a dispute with your bank. Most issues are resolved faster directly, and a dispute can take weeks. Your statutory rights and your card issuer’s protections are not affected by this policy.

8. Questions

Email [email protected] or message us on WhatsApp at +212 781 768 546.

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