Refund and Cancellation Policy

This Refund and Cancellation Policy (this “Policy”) governs all requests for refunds, cancellations, and billing adjustments arising from purchases made on the SGSuperFans platform (the “Platform”), operated by SGSuperFans Inc. (“SGSuperFans,” “we,” “us,” or “our”). It applies to all users, whether acting as fans (purchasers) or creators (service providers), and forms part of the Terms of Service and Creator Agreement.

SGSuperFans facilitates a diverse range of transactions between fans and creators. The commercial and legal character of each transaction type differs, and refund eligibility necessarily varies by transaction type. This Policy is organized by transaction type to provide clear, unambiguous guidance at the point of purchase decision.

Key Definitions

• Subscription: A recurring monthly payment that grants a fan access to a creator’s subscription-tier content for the duration of each paid billing period.
• Pay-Per-View (PPV): A one-time payment that unlocks access to a specific item of content, such as a post, album, video, or collection, on a permanent basis.
• Tip: A voluntary, discretionary, one-time payment made by a fan to a creator as an expression of appreciation, with no expectation of a specific deliverable in return.
• Virtual Currency: In-platform credits or tokens purchased by a fan and used to facilitate transactions within the Platform, including tips and in-stream gifts.
• Event: A ticketed live performance, virtual meet-and-greet, masterclass, conference, or similar scheduled experience offered by a creator.
• Shoutout: A personalized video message produced by a creator on request by a fan, delivered within a specified timeframe, and purchased at a fixed price.
• Experience: A one-on-one or small-group paid real-time session between a creator and fan, conducted via the Platform’s integrated audio/video call infrastructure.
• Shop Product: A physical or digital item offered for sale through a creator’s storefront, including merchandise, digital downloads, and print-on-demand goods.
• Billing Error: A charge that occurs due to a technical fault, duplicate processing, or system error on the part of SGSuperFans or its payment processor, resulting in a charge that was not authorized or that differed from the disclosed amount.
• Chargeback: A dispute filed directly with a fan’s card issuer or bank seeking reversal of a charge, bypassing SGSuperFans’s internal refund process.

General Principle for Digital Content

Under the Electronic Commerce Act, 2000 (Ontario), the Consumer Protection Act, 2002 (Ontario), and the comparable frameworks of other applicable jurisdictions, digital content that has been accessed, downloaded, or consumed may not be eligible for a refund absent a material defect or breach by the provider. SGSuperFans applies this principle consistently: once digital content has been delivered and accessed, refunds are available only in the specific circumstances described in this Policy. We are transparent about this limitation before you purchase.

Subscriptions on the Platform are recurring monthly arrangements under which a fan pays a creator’s set monthly subscription price in exchange for access to that creator’s subscriber-tier content for each paid billing period. Subscriptions renew automatically on the same calendar date each month until cancelled.

Cancellation

• Subscribers may cancel their subscription at any time by navigating to their account settings and selecting the relevant creator subscription for cancellation. The cancellation takes effect at the end of the current paid billing period. Access to subscriber content continues until that date.
• SGSuperFans does not require advance notice for cancellation beyond the action of cancelling within your account settings. Cancellation may be completed at any time, including immediately before a renewal date.
• Where technically feasible, SGSuperFans provides renewal reminder notifications before each billing cycle. These notifications are a courtesy and their non-receipt does not affect the validity of a charge where the subscription was not cancelled prior to renewal.

Refund Eligibility for Subscriptions

• General rule - no refund for current period: Subscription fees are charged for access during a billing period. SGSuperFans does not, as a general rule, issue pro-rated refunds of subscription fees after a billing period has commenced and access has been provided.
• Accidental renewal: Where a subscription renews and the fan can demonstrate they cancelled prior to the renewal date but cancellation was not processed due to a Platform fault, a full refund of the renewal charge will be issued.
• Unauthorized charge: Where a subscription charge was not authorized by the account holder, and the account holder reports it within 30 days of the charge, a refund will be provided subject to verification.
• Creator account termination by SGSuperFans: If SGSuperFans terminates a creator’s account during a fan’s active subscription period, a pro-rated refund of unused subscription days will be issued automatically.
• Price changes without adequate notice: If a subscription price is increased without the required 30-day advance notice, any charge at the new price prior to proper notice being given will be refunded.

Free Trials and Promotional Periods

Where a creator offers a free trial or discounted introductory period, the subscription converts automatically to the regular paid rate at the end of the trial unless cancelled. Under the Restore Online Shoppers’ Confidence Act (ROSCA) and applicable Canadian internet agreement regulations, SGSuperFans makes the post-trial charge amount and date clearly visible before the trial commences. Cancellation during a trial period incurs no charge.

Pay-Per-View (PPV) and unlockable content purchases grant the purchasing fan permanent access to a specific item of content, such as a post, video, photo set, audio file, or collection. The purchase is a one-time transaction for perpetual access to the specific item.

General Rule: Non-Refundable Once Accessed

Consistent with the treatment of digital goods under the Electronic Commerce Act, 2000 (Ontario) and analogous jurisdictions, PPV content is not eligible for a refund once the fan has accessed the content. By clicking to unlock PPV content, the fan expressly consents to immediate digital delivery and acknowledges that the right of withdrawal (where applicable) is lost upon accessing the content.

Exceptions Where Refunds Are Available

• Content not delivered: If a fan purchases PPV content but is unable to access it due to a Platform-side technical failure (not including the fan’s own device or connectivity issues), a full refund will be issued upon report within 7 days of the purchase date.
• Content materially misrepresented: If the delivered content is materially and substantially different from the preview image, description, or advertised nature of the content at the time of purchase, a refund request may be submitted within 7 days of purchase. “Materially different” means a fundamental discrepancy - not a stylistic subjective disappointment - such as a video described as a private performance that contains entirely different content.
• Creator-removed content: If a creator removes PPV content that a fan has purchased within 30 days of purchase and before the fan has accessed it, a full refund will be processed automatically. If the fan has accessed the content before removal, no refund is available.
• Duplicate charge: If a fan is charged twice for the same PPV unlock due to a processing error, the duplicate charge will be refunded in full.

How to Request a PPV Refund

Refund requests for PPV content must be submitted to billing@sgsuperfans.com within 7 days of the purchase date, specifying the order reference number, the nature of the issue, and the requested remedy. SGSuperFans will respond within 5 business days.

Tips and in-platform gifts are voluntary, discretionary payments made by fans to creators. They are expressions of appreciation and support and do not give rise to any obligation on the part of the creator to provide a specific deliverable, performance, or response. Virtual currency is in-platform credit that facilitates tips and gifts within the Platform ecosystem.

Tips: Generally Non-Refundable

Tips submitted directly to a creator via the Platform’s tip feature are generally non-refundable. This reflects the voluntary and gratuitous nature of the payment: a tip is made freely, without expectation of return, and the creator receives it as an acknowledgment of their content or interaction. SGSuperFans does not guarantee any creator response, acknowledgment, or interaction in exchange for a tip.

• Exception - unauthorized transaction: If a tip was made without the authorization of the account holder (for example due to account compromise), a refund request must be submitted to billing@sgsuperfans.com within 14 days of the charge, together with a report to safety@sgsuperfans.com regarding the account compromise. Refunds for unauthorized tips are subject to investigation.
• Exception - technical error causing double charge: A duplicate tip charge resulting from a processing error will be refunded in full.

Virtual Currency

• Virtual currency (credits or tokens) purchased but not yet used is generally non-refundable once purchased, consistent with standard digital currency terms.
• Exception - Platform-initiated account closure: If SGSuperFans closes a fan’s account other than for cause (policy violation), any unused virtual currency balance at the time of closure will be refunded at the purchase price, less any free or bonus credits received.
• Virtual currency has no cash equivalent outside the Platform, may not be transferred between accounts, and expires in accordance with the terms disclosed at point of purchase. SGSuperFans does not represent that virtual currency holds any intrinsic or real-world value.

Live Stream Gifts

Gifts sent during live streams are real-time, voluntary payments and are non-refundable once processed. Due to the real-time nature of live stream gifting, no dispute window applies. Fans should exercise care before sending live stream gifts.

SGSuperFans facilitates ticketed live events created and managed by creators, including virtual concerts, live performances, meet-and-greets, masterclasses, panels, and similar experiences. Event tickets are subject to the following refund terms, which reflect both the commercial expectations of the creator and the consumer protection obligations applicable to ticketed events in Ontario and other applicable jurisdictions.

Creator or Platform Cancellation

• Creator cancels event: If a creator cancels an event prior to its scheduled start time, all ticket purchasers will receive an automatic full refund within 5 to 7 business days. The refund is processed to the original payment method without requiring fan action.
• Platform cancels event: If SGSuperFans cancels an event due to a material technical failure, breach of Platform policies by the creator, or other Platform-side grounds, all ticket purchasers will receive an automatic full refund within 5 to 7 business days.
• Event postponed to a new date: If an event is postponed by the creator, fans may elect to retain their ticket for the rescheduled event or request a full refund within 14 days of the postponement announcement.

Fan Cancellation

• Cancellation more than 48 hours before event start: Fans who cancel their event ticket purchase more than 48 hours before the scheduled start time are eligible for a full refund, less any non-refundable booking or processing fees disclosed at the time of purchase.
• Cancellation within 48 hours of event start: Ticket purchases are non-refundable within 48 hours of the scheduled event start time. This window reflects the operational and contractual commitments made by creators in preparation for their events.
• No-show: Failure to attend an event (virtual or in-person) for which a ticket was purchased does not entitle the fan to a refund.

Technical Failure During Live Events

• Platform-wide streaming failure: If a live stream event cannot proceed due to a Platform-side technical failure affecting all or substantially all attendees, a pro-rated refund or Platform credit will be issued proportional to the duration of the disruption. The determination of whether a failure is Platform-side or attributable to the creator’s own equipment lies with SGSuperFans, whose assessment is final.
• Partial delivery: Where an event proceeds but is prematurely ended due to a Platform-side failure after having delivered at least 75% of the advertised duration, a partial credit may be offered at SGSuperFans’s discretion.
• Fan’s own technical failure: SGSuperFans is not responsible for a fan’s inability to attend a virtual event due to the fan’s own device, internet connectivity, or software issues. No refund is available in these circumstances.

A shoutout is a personalized video message produced by a creator for an individual fan on a paid basis. Creators set their own shoutout pricing and fulfillment windows (the period within which the creator commits to delivering the video after a request is made). The standard fulfillment window displayed at the time of booking is binding on the creator from the moment the fan completes the purchase.

Non-Delivery Refunds (Automatic)

• Failure to deliver within the stated window: If a creator fails to deliver a completed shoutout video within the fulfillment window stated at the time of booking, a full automatic refund is processed to the fan’s original payment method within 3 to 5 business days. No action is required from the fan to trigger this refund.
• Creator unable to fulfill: If a creator marks a shoutout request as unable to fulfill for any reason, including illness, unavailability, or personal discretion, a full refund is processed automatically.
• Creator account terminated before delivery: Where SGSuperFans terminates a creator’s account while a shoutout request is outstanding, a full refund is issued to all affected purchasers automatically.

Delivery Disputes

• Content does not match the request: If a fan believes the delivered shoutout does not reasonably reflect the reasonable elements of the request submitted at the time of booking, a dispute may be submitted to billing@sgsuperfans.com within 5 days of delivery. SGSuperFans will review the original request and the delivered content and determine, in its reasonable judgment, whether partial or full remediation is appropriate.
• Technical transmission failure: If the delivered shoutout video is corrupted, incomplete, or fails to play due to a Platform-side processing error, the creator will be given one opportunity to deliver a corrected version. If corrected delivery is not made within 3 business days, a full refund is issued.

No Refund After Access

Once a fan has accessed and viewed a completed shoutout video, no refund is available absent a material defect as described above. A shoutout that has been opened and viewed is considered delivered and consumed.

Experiences are real-time one-on-one or small-group sessions between a creator and fan, conducted through the Platform’s integrated audio and video call infrastructure. They include virtual meet-and-greets, one-on-one consultations, private tutorials, small-group masterclasses, and similar interactive sessions. Experiences are time-sensitive services for which the timing and scheduling are material terms of the transaction.

Refunds for Non-Delivery

• Creator no-show: If a creator fails to join a scheduled Experience session within 15 minutes of the scheduled start time without prior notice, the fan is entitled to a full refund. The fan must report the no-show to billing@sgsuperfans.com within 24 hours of the scheduled start time.
• Creator reschedules without adequate notice: If a creator requests a rescheduled session less than 2 hours before the scheduled start time, the fan may elect either to reschedule or to receive a full refund.
• Platform infrastructure failure: If the session cannot connect or is terminated due to a Platform-side audio/video infrastructure failure, a full refund will be issued. The fan must report the failure within 24 hours of the scheduled session time.

Partial Refunds for Shortened Sessions

• Creator-initiated early termination: If a creator ends a session before the purchased duration without the fan’s agreement, a pro-rata refund for the unused portion of the session will be issued, calculated on a per-minute basis.
• Platform technical degradation: If the quality of a Platform-provided call is materially degraded (for example, persistent audio dropout attributable to Platform infrastructure) for more than 20% of the session duration, a partial refund of up to 25% of the session price may be requested, subject to SGSuperFans investigation.

No Refund in These Circumstances

• Fan no-show: A fan who does not join a scheduled session at the agreed time is not entitled to a refund. The creator’s time is reserved and the creator is compensated accordingly.
• Fan’s own technical failure: If a fan cannot join or maintain a session due to their own device, internet connectivity, browser, or software issues, no refund is available. Fans are responsible for ensuring their technical setup is adequate before booking an Experience.
• Subjective dissatisfaction: A refund is not available because the fan found the session unsatisfying, the creator’s communication style unhelpful, or the content of the session below personal expectations, absent a material breach by the creator.

SGSuperFans’s platform enables creators to offer physical and digital products through creator storefronts. Physical products include branded merchandise, apparel, limited-edition collectibles, and print-on-demand items. Digital products include downloadable files, presets, digital art, and similar items. The applicable refund terms differ between physical and digital products.

Physical Merchandise

• Defective or not-as-described: Under the Sale of Goods Act (Ontario) and applicable implied warranty law, all physical goods sold through the Platform must be of merchantable quality and correspond to their description. If a physical product is defective (materially damaged, functionally non-operational, or fails within normal use), or if it is materially not-as-described in the product listing, the fan is entitled to a replacement or full refund, including return shipping costs. Claims must be submitted within 14 days of delivery.
• Non-defective returns: SGSuperFans does not offer a general change-of-mind return right for physical merchandise. Creators set their own return policies for their storefronts and these policies are displayed on the product listing before purchase. Where a creator offers returns, the fan is responsible for return shipping costs unless stated otherwise.
• Lost in transit: If a physical product is confirmed as lost by the shipping carrier and does not arrive within 30 days of the estimated delivery date, the fan may request a replacement or full refund.
• Print-on-demand items: Custom print-on-demand products (personalized prints, custom apparel, etc.) are produced to order and are generally not returnable unless defective or incorrect due to a production error.

Digital Downloads

• Non-refundable once downloaded: Digital download products are not eligible for a refund once the file has been downloaded by the fan, consistent with the treatment of digital goods under applicable law and upon the fan’s express acknowledgment at the point of purchase.
• Exception - file defect: If a downloaded file is corrupted, incomplete, or contains a material technical error that prevents reasonable use, a replacement file will be provided. If a satisfactory replacement cannot be provided within 5 business days, a full refund will be issued.

All Shop Product refund requests should be submitted to billing@sgsuperfans.com with the order reference number, a description of the issue, and photographic evidence where applicable (for physical product defect claims).

A chargeback is a dispute filed directly with a fan’s card issuer or bank seeking reversal of a charge, bypassing SGSuperFans’s own refund and dispute resolution process. SGSuperFans strongly encourages fans to use our internal billing support (billing@sgsuperfans.com) as the first step in resolving any transaction concern, before initiating a chargeback. Direct resolution is faster, does not damage your account standing, and does not trigger the consequences described below.

SGSuperFans’s Right to Contest

• SGSuperFans maintains comprehensive transaction records, including timestamps, IP addresses, device identifiers, delivery confirmations, and session logs, for a minimum of 18 months. SGSuperFans will contest all chargebacks where evidence supports the validity of the original charge.
• Where a chargeback is contested and resolved in SGSuperFans’s favour, any refund previously processed to the fan may be reversed and additional costs incurred in disputing the chargeback may be recovered from the fan’s account.

Consequences of Abusive or Fraudulent Chargebacks

• Account restriction: An account that initiates chargebacks without first attempting resolution through SGSuperFans’s billing support process, or that files claims for content clearly received and accessed, may be temporarily restricted from making purchases pending review.
• Account suspension: A pattern of abusive chargebacks (defined as two or more chargebacks within any 12-month period that are subsequently found in SGSuperFans’s favour) may result in permanent suspension of the ability to make purchases on the Platform.
• Debt recovery: Where a fraudulent chargeback results in a financial loss to SGSuperFans, and the chargeback was not made in good faith, SGSuperFans reserves the right to pursue recovery of the reversed amount and associated costs through available legal mechanisms.

Your Right to Dispute Is Protected

Nothing in this Section limits any statutory right you may have under applicable law to dispute an unauthorized, erroneous, or fraudulent charge with your card issuer. The consequences described above apply only where chargebacks are used in bad faith or as an alternative to the straightforward resolution of billing concerns that can be handled directly with SGSuperFans.

Billing Errors

• A billing error is a charge that differs from the price disclosed at the time of purchase, a duplicate charge for the same transaction, or a charge for a cancelled subscription or non-existent product. Billing errors must be reported to billing@sgsuperfans.com within 60 days of the charge date.
• Upon verification of a billing error, a full corrective refund will be issued to the original payment method within 5 to 7 business days.
• Claims submitted more than 60 days after the charge date may be considered at SGSuperFans’s discretion but are not guaranteed. Fans are encouraged to review their statements regularly.

Failed Payments

• If a recurring charge (such as a subscription renewal) fails due to insufficient funds, expired card details, or a bank block, SGSuperFans will notify the account holder by email and make up to three retry attempts over a 7-day window.
• If payment is not successfully collected after three retry attempts, the subscription will be paused and the fan’s access to subscriber-tier content will be suspended until the payment method is updated and the charge is successfully processed.
• Fans are responsible for maintaining current and valid payment details in their account. SGSuperFans provides tools to update payment methods in account settings.

Governing Law

This Policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflicts of law principles. Any dispute arising from or relating to this Policy shall be resolved in accordance with the dispute resolution provisions of the Terms of Service.

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