// / Policies & your rights
Refund & cancellation policy
Updated 5 November 2026 · Version 2026-11-05
Request help or a refund
Open a private YAY Discord support ticket. Give your order reference, product, purchase date and a description of the problem privately. Do not post a licence key, bank login or full card number. We verify ownership and payment status before changing an entitlement or disclosing purchase details. A screenshot or email address alone is not proof. There is no fee to make a refund request.
Faulty, missing or misdescribed products
Contact us if access was not delivered, the product does not work as described, or you were incorrectly charged. We will investigate and offer the repair, replacement, refund or other remedy required by the consumer law that applies. You do not lose mandatory rights because a ZIP was downloaded or a key was activated. For an unresolved major problem, the relevant law may allow a refund rather than repeated repair attempts.
Change of mind and withdrawal
Request a change-of-mind refund promptly; we assess the circumstances and applicable law rather than promise an unconditional refund window. Where a statutory cooling-off or withdrawal right applies, we honour it. For example, eligible EU/UK distance purchases may have a 14-day withdrawal right. This website does not obtain a separate waiver of that right, and clicking download or accepting general terms alone is not treated as such a waiver. Contact support within the applicable period to withdraw.
Subscriptions
To stop renewal, use Manage subscription on your private receipt, or My account → Order history, then confirm cancellation in Stripe. You keep already-paid access until its expiry. Cancellation does not itself refund earlier payments. If you cannot access the receipt, contact support; an account is not required for staff to help verify and stop your renewal.
Refund processing and access
Approved refunds go to the original payment method through the payment provider. Bank/provider processing times vary; staff can confirm when the refund was submitted. Refunded access is revoked and recurring billing may be stopped. Current bundle processing revokes both keys for a refund, including a partial refund; staff must review and explain any remaining entitlement or proportionate remedy. A bank dispute can suspend access while investigated; it does not remove your consumer rights. Do not pay again while staff are investigating a duplicate or missing payment.
Your legal rights
This policy does not limit non-excludable rights under the New Zealand Consumer Guarantees Act, Australian Consumer Law or other applicable consumer law. There is no blanket “digital goods are never refundable” rule here. If you disagree with a decision, ask for the reason and escalation options in writing through support.