Refund policy.

Scope This corporate refund policy sets out the general principles that apply across products sold by Narrative Systems. Each individual product may publish its own product-level refund policy with additional or product-specific terms (for example, store-platform refund rules where the product is sold through an app store). Product-level policies prevail where they exist.

Refunds via third-party payment processors

Where you purchased one of our products or services through a third-party payment processor, refund requests are handled by that processor under its own refund policy and processing rules. Third-party payment processors include app stores (such as Apple's App Store and Google Play) and payment portals (such as PayPal and Stripe). We cannot directly refund a transaction we did not directly receive. For these purchases, please request a refund through the processor's own mechanism in the first instance.

We monitor refund activity on our products and services and will follow up with individual purchasers where the processor's refund decision suggests an issue we should address. If you have raised a refund request with a processor and need additional help, contact us at narrativesystems@pointtosource.com.

Refunds via direct purchase

Where you purchased a product or service directly from a Narrative Systems website or app, not through a third-party payment processor (such as Google, Apple, or PayPal), the following applies:

• Subscriptions. You may cancel a subscription at any time. Cancellation stops future renewals immediately. The current paid period continues to the end of its term; we do not pro-rate unused time. Where consumer law in your jurisdiction provides a cooling-off period or stronger right to refund, that law applies and overrides this paragraph.
• One-time purchases and credit packs. Where the digital goods have not yet been delivered or consumed, we will refund in full. Where the goods have been substantially consumed (for example, credits already spent), we will assess each request on a case-by-case basis.
• UK consumer rights. Buyers in the UK retain all rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including the right to a refund where digital content is not of satisfactory quality, fit for purpose, or as described.

Chargebacks and disputes

If you raise a chargeback or formal dispute with your payment provider without first contacting us, your access to the product may be suspended pending resolution. We prefer to resolve disputes directly and quickly, so please reach out before escalating and we will work in good faith to put it right.

How to request a refund

For direct purchases, email narrativesystems@pointtosource.com with the following: the product name, the email address used at purchase, the approximate date of the transaction, and a brief note on why you are requesting the refund. We aim to acknowledge within two business days and resolve within ten.

Updates

We will update this policy as new products launch under their own product-level terms. Material changes will be noted with a fresh "Last updated" date at the top of this page.