A clear way to question a charge.
Personal Core, Complete, the upgrade, exploration point packs and the monthly plan have no additional or voluntary refund policy. Statutory consumer rights, legally required remedies for duplicate charges or non-delivery, and payment-platform decisions under applicable terms remain unaffected. This policy explains exceptions for actual orders, cancellation and generation failures. Refunds for transactions actually completed through Dodo Payments are processed through it. SunMoonSync provides product and order support.
Last updated: 2026-10-24
1. How to request help
Email support@sunmoonsync.com from your purchasing account email with the product, order ID, purchase date and a description of the issue. You may attach an error screenshot without sensitive payment details. Do not send full card numbers, card photos, passwords or birth details.
If confirmation is pending, check your account orders before purchasing again. For a suspected duplicate or mistaken charge, include the relevant order IDs so each payment can be checked.
2. No voluntary refunds and applicable exceptions
No voluntary refunds for any paid product. Where permitted by law, we do not refund changes of mind, dissatisfaction or non-use. Statutory rights and remedies for duplicate charges or non-delivery, and payment-platform decisions under applicable terms, are not restricted. Cancelling renewal does not automatically refund past payments.
This rule applies to new purchases for which this policy was displayed before checkout. Earlier purchases remain subject to the terms disclosed at purchase and applicable mandatory requirements; this update does not retrospectively remove existing rights.
Contact support about non-delivery, duplicate or incorrect charges, material nonconformity with the description, unavailable paid access or unresolved defects. These issues are investigated and handled as required by applicable law or the payment platform’s terms. We review order records, actual delivery and applicable requirements and explain the outcome. This is not an additional voluntary refund or satisfaction guarantee.
There is no separate voluntary refund-request window, and no self-imposed deadline limits statutory refund or withdrawal rights. SunMoonSync does not use this policy to override refund decisions by Dodo Payments or another competent body under applicable terms or law. The relevant payment platform’s Buyer Terms also apply to the transaction.
3. Allowance after a failed generation
Online generation reserves allowance first and settles it after complete delivery. Confirmed failure or cancellation releases the reservation; retrying the same request should not charge again. This returns product allowance and does not automatically initiate a card refund. Contact support if a charge remains or a result was not delivered.
Reopening, switching language or downloading saved results does not charge again. New questions, new requests and explicit regeneration use the allowance shown before submission.
4. Cancelling monthly renewal
A purchased monthly plan renews each month. After signing in, open Manage subscription & renewal or Billing & receipts from the pricing and allowance page and cancel before the next renewal. Check the subscription status and billing period end date after cancelling. If billing management is unavailable, contact support before renewal and keep your request and confirmation records.
Existing allowances retain their original expiry. Cancelling renewal stops future renewal, does not automatically refund payments already made, and does not provide a voluntary prorated refund. Statutory rights and applicable payment-platform decisions remain unaffected. Personal Core, Complete, the upgrade and separate point packs are one-time purchases and do not require renewal cancellation.
5. Processing a legally required or platform-decided refund
Where a refund is required by law or decided by the payment platform under applicable terms, refunds for purchases actually completed through Dodo Payments are returned through it to the original payment method under its applicable Buyer Terms. Arrival depends on the payment method, payment service and card issuer; a fixed arrival date is not guaranteed. Use your purchase receipt, billing management or support email to check the status.
After a confirmed full refund or related payment dispute, access and remaining allowances supplied by that order may be revoked. Separate purchases remain associated with their own orders. Partial refunds follow the reviewed order outcome and applicable requirements.
6. Statutory consumer rights
This policy does not exclude or limit refund, withdrawal or other consumer rights that cannot be waived under applicable law. Where mandatory law requires different treatment, that requirement applies. Dodo Payments Buyer Terms also apply to purchases completed through Dodo Payments.
This policy and continuing to checkout do not themselves waive statutory withdrawal or cancellation rights. Any legally required consent, notice and contract-confirmation conditions still apply. This page does not claim that a valid waiver of statutory rights has been obtained.