Refunds & Cancellation Policy
How to cancel, what happens to your access, and when you can get your money back. This policy is part of our Terms of Service.
1. Before you buy
Every scene on XSTARME has a free preview, so you can check that the 360° video plays properly on your device and connection before paying for anything. Please use it — it is the quickest way to avoid a purchase that does not work for you.
Subscriptions are per performer, on a weekly or monthly cycle, and the price, currency, billing frequency, and taxes are shown at checkout before you confirm.
2. Cancelling a subscription
You can cancel at any time. There is no cancellation fee and no minimum term.
- Self-service: use the subscription-management link in the receipt email Paddle sent you after your purchase.
- Ask us: email support@xstarme.com from your account address, naming the performer you want to cancel. We will action it and confirm by email.
Cancelling stops all future renewals. You keep access to that performer’s content until the end of the period you have already paid for, then access ends. Your account page shows the exact date. Cancelling is not the same as a refund — see below.
3. Auto-renewal
Subscriptions renew automatically at the end of each billing period at the then-current price, and continue until cancelled. Paddle emails you a receipt for every payment. If you want to stop a renewal, cancel before the renewal date — a renewal that has already been taken is treated as a completed purchase under section 4.
4. Refunds
Subscriptions give you immediate access to digital content that is streamed on demand, so once a billing period has started, it is generally not refundable, and partial periods are not pro-rated. That said, we would rather fix a genuine problem than keep money we should not have. We will refund you in the following cases:
- The service did not work. A technical fault on our side stopped you from watching what you paid for, and we could not resolve it.
- Duplicate or accidental charge. You were billed twice for the same period, or subscribed twice to the same performer.
- Unauthorised charge. Someone used your payment method without permission. Tell us and we will refund and help secure the account.
- You were charged after cancelling. A renewal was taken despite a cancellation that we or Paddle recorded before the renewal date.
- Content withdrawn. We removed the performer or their content during a period you had already paid for — we refund the unused part.
- Renewal taken in error, unused. A renewal you did not intend, reported within 14 days, where you have not watched anything in the new period. We refund these as a matter of course.
Outside these cases we still look at requests individually and may issue a refund or credit at our discretion. We are more likely to say no where the content has clearly been consumed, or where there are signs of account sharing or attempted downloading.
5. How to request a refund
Email support@xstarme.com from the address on your account with:
- the performer you subscribed to;
- the date and amount of the charge, or the Paddle transaction/receipt reference;
- what went wrong.
We acknowledge requests within 2 business days and give a decision within 7 business days. Approved refunds go back to your original payment method; your bank typically takes a further 5–10 business days to show it. You may also raise a refund request directly with Paddle using the link on your receipt.
6. Consumers in the EU and UK
If you are a consumer resident in the European Union or the United Kingdom, you normally have 14 days to withdraw from a distance contract for digital content. Because access begins immediately, you are asked at checkout to agree to immediate performance and to acknowledge that you lose the right of withdrawal once streaming begins. If you gave that consent and started watching, the 14-day right no longer applies; if you did not start watching, contact us within 14 days and we will refund the payment in full.
Nothing in this policy limits your statutory rights, including the right to a remedy where digital content is not of satisfactory quality, not as described, or not fit for purpose.
7. Who actually processes the refund
Paddle.com Market Ltd is the merchant of record for every purchase on this Site. Paddle is the seller of record, takes the payment, remits the tax, and issues the refund. Your charge appears on your statement as a Paddle descriptor. Whether you contact us or Paddle, the refund itself is executed by Paddle, and Paddle’s buyer terms apply alongside this policy.
8. Chargebacks
If something is wrong, please contact us first — we can usually resolve it faster than your bank can, and a chargeback costs us a fee on top of the disputed amount. Raising a chargeback without contacting us may result in the immediate loss of access and closure of your account. We report and contest fraudulent chargebacks.
We will always refund a genuinely unauthorised charge. If you did not make the purchase, tell us and we will treat it as a security matter, not a dispute.
9. Contact
Billing, cancellation, and refunds: support@xstarme.com
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