Refunds & Cancellation
This policy explains how paid subscriptions to APERTURESyndicate work, how to cancel them, and how refunds work. The short version: you have 14 days to change your mind about a new paid plan. If you withdraw, you get back what you paid minus the part you already used.
APERTURESyndicate is operated by APERTURESyndicate OÜ, a company registered in Republic of Estonia (EU) (registry code 17384111, VAT EE102972654), with its registered office at Priisle tee 8, Lasnamäe linnaosa, Tallinn, Harju maakond, 13914, Estonia. You can verify our company details at /company/registration. This policy forms part of, and should be read together with, our Terms of Service.
This document is pending review by qualified EU and Estonian legal counsel and may be updated to reflect that review.
1. Subscriptions, billing, and auto-renewal
1.1. We offer a free tier alongside paid subscription tiers and optional paid add-ons. The features and current prices of each tier are shown on the in-app pricing page, which is the authoritative source for what a plan costs and includes. As an illustration, Resonance Premium is €6 per month or €60 per year.
1.2. All paid subscriptions are priced in EUR. Any applicable value-added tax is calculated and shown at checkout based on your location and is included in the amount you are charged.
1.3. Payments on our websites are processed by Stripe, our payment service provider. We do not store your card details; Stripe handles them under its own terms and security standards. If you subscribe or buy inside our iOS or Android app, the purchase goes through Apple's App Store or Google Play: the store charges you under its own terms, and you manage that purchase in your Apple or Google account rather than on our pages (sections 1.5 and 2.4).
1.4. Auto-renewal — this is the part people miss. Paid subscriptions are recurring. Unless you cancel, your subscription renews automatically at the end of each billing period (monthly or annually, depending on the plan) and the then-current price is charged to your payment method. It renews continuously until you turn it off. Your billing period and next renewal date are shown in your account billing settings. Before you pay, the checkout page shows the amount, the billing period and this auto-renewal in plain words, and the payment button stays inactive until you tick the box agreeing to these terms. For yearly plans we also email you 7 days before each renewal with the date and the amount.
1.5. How to turn auto-renewal off. Two places do the same thing:
- https://subscriptions.aperturesyndicate.com — every paid plan you hold with us, across every product, in one list. Cancel any of them from there. This is the place to look if you are not sure what you are paying for or which product a charge came from.
- The billing settings inside the product itself.
Either way it is a visible Cancel subscription button. It opens a confirmation page that shows what you are cancelling and until when you keep access, and one Confirm cancellation press ends auto-renewal — you do not need to contact us or give a reason. We confirm receipt on screen and by email, with the date and time we received your cancellation. Your paid access then continues to the end of the period you already paid for, and no further charge is made. You can undo it at any time before the period ends by resuming the subscription in the same place.
A subscription bought in one of our mobile apps is cancelled in your App Store or Google Play subscription settings. Our subscriptions page shows it with a link to manage it in the store, but we cannot cancel it for you.
1.6. Changing plans. If you already have a subscription and change what it includes, a confirmation screen first shows the exact amount charged now, the amount and date of your next invoice, and the new price per period. Nothing changes until you confirm.
1.7. To use a paid plan you must be at least 13 years old.
2. Your 14-day right of withdrawal
2.1. Under EU consumer law (the Consumer Rights Directive 2011/83/EU, as implemented in Republic of Estonia (EU)), you have 14 days to withdraw from a distance contract without giving any reason. The period runs from the day the contract is concluded — for us, the day you start a paid plan.
2.2. You keep the right — and you ask us to start right away. We do not ask you to give up the right of withdrawal for subscriptions and add-ons. What the checkout asks for is your express request that the subscription starts at once, during the withdrawal period, so you can use it from the first minute. Because you asked for that early start, withdrawing means paying for the part you have already received (2.3).
2.2a. Energy packs and game DLC are the exception. An ASAI energy pack and a Rebellion DLC are digital content unlocked on your account straight after payment. Their checkout asks you to request that immediate delivery and to acknowledge that the right of withdrawal ends once it is delivered, so for them the right ends on delivery. If the content was not delivered, or the checkout did not ask you for that request and acknowledgement, the right applies in full.
2.3. What you get back. If you withdraw within 14 days, we refund what you paid for that subscription minus the part you already received, and charge no administration fee. The part received is the larger of two shares of the paid period: the share of time that has passed, and — for ASAI plans and roleplay add-ons — the share of the period's energy you have spent. For example, a month of ASAI Pro withdrawn after three days with a twentieth of its energy used refunds 90 %; a roleplay add-on whose monthly energy was spent on the first day refunds nothing. Services without energy (Resonance, ASVentor, Quanture) count days only. The confirmation page shows the amount before you confirm, and it is fixed at the moment you confirm. We make the refund using the same payment method you paid with — an invoice paid from your account balance is refunded to the balance — and we do it without undue delay and in any event within 14 days of being informed. When you use the withdrawal button (2.4), the refund is issued automatically at the moment you confirm.
2.4. How to withdraw. The quickest way is the Withdraw from contract button in Billing. It is shown for the whole 14 days after you start a subscription and leads to a confirmation page that names the subscription, the date it started, the refund amount and the email address for your confirmation. When you press Confirm withdrawal, the subscription ends immediately, the refund is issued, and we email you a confirmation of receipt with the date and time of your withdrawal.
You can also withdraw by sending us any clear statement of your decision — an email to [email protected] from the address on your account is enough, and it works for any contract, including an add-on you added to an existing subscription. You may use the model form in section 3, but you do not have to. To meet the deadline it is enough that you press the button or send the message before the 14 days expire.
For a purchase made through the App Store or Google Play, the store processes the withdrawal and the refund under its own terms, and the money goes back the way the store took it. The Withdraw from contract button covers purchases made on our website. If the store's route does not work for you, write to [email protected] and we will help.
2.5. What withdrawal does to access. Withdrawing ends the paid service. Your account remains, on the free tier where one exists.
2.6. Renewals are not new withdrawal periods. A renewal continues the same contract rather than starting a new one, so the 14-day period does not restart each month. What protects you at renewal is section 1.5 (cancel any time, effective at period end) and section 4 (refunds when something has actually gone wrong).
3. Model withdrawal form
You are free to write your own message. If you would rather copy something, this is the model form from Annex I(B) of Directive 2011/83/EU:
To: APERTURESyndicate OÜ
Priisle tee 8, Lasnamäe linnaosa, Tallinn, Harju maakond, 13914, Estonia
[email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract
for the provision of the following service:
Service: ................................................
(e.g. Resonance Premium, monthly)
Ordered on: ................................................
Name of consumer: ................................................
Address of consumer:................................................
Account email: ................................................
Signature of consumer (only if this form is notified on paper):
................................................
Date: ................................................
(*) Delete as appropriate.4. Refunds outside the withdrawal period
After the 14 days have passed, cancelling stops future charges but does not by itself refund the current period — you keep the service you paid for until it ends. We will still refund you in these cases:
4.1. Where mandatory law requires it. If consumer-protection law gives you a right to a refund in your circumstances, we honour it.
4.2. Our material failure or extended outage. If a significant feature you paid for is unavailable for an extended period, or a prolonged outage prevents you from using the service, and we cannot fix it within a reasonable time after you tell us, you are entitled to a refund proportionate to the affected period.
4.3. Duplicate or erroneous charges. If you were charged twice for the same period, charged after a valid cancellation, or charged in clear error, we refund the incorrect amount.
4.4. Account balance top-ups. A top-up of your account balance is refunded to your card within 14 days if nothing has been spent from it; the full rule is in Account Balance §5.
4.5. Nothing in this policy removes or limits a right you have under mandatory provisions of EU or Estonian consumer law. Where this policy and such law conflict, the law wins.
5. How to request a refund or raise a billing issue
5.1. Write to [email protected] from the email address on your account, with enough detail to identify the charge — date, amount, and what went wrong.
5.2. We aim to acknowledge billing and refund requests within 5 business days and to resolve them as quickly as we reasonably can. We have no support desk, so we answer in business hours rather than instantly; if a request needs longer, we say so rather than going silent. Approved refunds go back to your original payment method via Stripe, and how quickly they appear depends on your bank or card issuer.
6. Chargebacks — please talk to us first
6.1. If you think a charge is wrong, contact us before opening a chargeback or payment dispute. Most issues are fixed within a day, and a chargeback takes weeks.
6.2. A disputed or reversed payment may lead to suspension of the affected subscription while the matter is reviewed. Raising it with us first is faster and lets us correct genuine errors immediately. This does not affect your right to dispute a payment with your bank if we cannot resolve it.
7. Price changes
7.1. A price change applies only to future billing periods, never retroactively to a period you have already paid for.
7.2. We give you at least 30 days' notice before a new price takes effect at your next renewal, so that you can decide whether to continue. The notice comes by email to the address on your account and names the plan, the old and new price and the date; the new price applies from your first renewal on or after that date, and never earlier than 30 days after the email reached you. If you do not want to renew at the new price, cancel under section 1.5 before the renewal date.
8. What happens to your data and access after cancellation
8.1. When your paid period ends, your account continues on the free tier where one is available, with the features that tier includes.
8.2. Content, features or storage exclusive to a paid plan may become unavailable or read-only. Where practical we keep your data so it becomes accessible again if you resubscribe, but paid-only allowances no longer apply.
8.3. How long we keep account and billing data, and how to request deletion, is in our Data Retention policy and GDPR & Your Data.
9. If we cannot agree
9.1. Talk to us first at [email protected] — it is the fastest route, and we would rather fix a problem than argue about it.
9.2. If that does not resolve matters, an EU consumer resident in Estonia can bring the dispute, free of charge, to the Tarbijavaidluste komisjon (Consumer Disputes Committee), which operates under the Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA): https://www.ttja.ee · [email protected]. If you live in another EU member state, your national consumer body or European Consumer Centre can help you.
9.3. There is no longer an EU-wide online dispute resolution portal: the European Commission's ODR platform closed on 20 July 2025. Any link that still points to it is out of date, including in older versions of our documents.
9.4. Nothing here affects your right to go to court.
10. Governing law and language
10.1. This policy and any dispute arising from it are governed by the laws of Estonia, with the courts of Tallinn having jurisdiction — without prejudice to any mandatory consumer-protection rights you have in your country of residence within the EU.
10.2. The English version of this policy is the controlling version; any translation is for convenience only.
Contact
For any question about billing, cancellation, or refunds: [email protected].
Version history: v1.5 — 2026-10-20 — Renewals can be paid from the account balance; a withdrawal from an invoice paid from the balance refunds to the balance (2.3); top-ups of the balance and their 14-day refund (4.4). · v1.4 — 2026-10-10 — Withdrawing from a subscription now refunds what you paid minus the part already received — the larger of the time passed and the energy spent (2.3) — because the checkout asks you to request that the subscription starts right away (2.2). Subscriptions started before this version are still refunded in full, as their checkout promised. Rebellion DLC joins energy packs as content delivered on payment (2.2a). · v1.3 — 2026-10-01 — Purchases made in our iOS and Android apps through the App Store or Google Play: they are charged by the store, cancelled in your Apple or Google account, and withdrawn and refunded through the store, with our help if needed. Section 2.2a: an ASAI energy pack is the one purchase where the right of withdrawal ends on delivery, because its checkout asks for immediate delivery and that acknowledgement. · v1.2 — 2026-09-25 — Added the online withdrawal function (Withdraw from contract → Confirm withdrawal, automatic full refund, emailed confirmation of receipt), the Cancel subscription button with its confirmation page and emailed receipt, the consent box before payment, the confirmation screen for plan changes, the 7-day reminder before yearly renewals and how price-change notices work. · v1.1 — 2026-07-31 — Removed the invalid right-of-withdrawal waiver, replaced it with a real 14-day withdrawal procedure and the statutory model form, described auto-renewal and how to switch it off, and added the consumer dispute body. · v1.0 — 2026-06-22.