Refund Policy
1. Who and what this policy covers
MoyoTube is a New Jersey, United States corporation operating a platform for video and music content, podcasts, streaming, creator channels, memberships and auctions. In this policy, “we”, “us” and “our” mean MoyoTube. “You” means the purchaser. A consumer is a person buying mainly for personal purposes rather than for a business.
This policy applies to consumer payments made through MoyoTube checkout for paid content, digital products, subscriptions, channel memberships, paid live access, add-ons and Moyo Shop or auction purchases. It also explains how to raise an issue with a creator or an identified third-party seller. Creator earnings, seller payouts and separately negotiated business advertising or sponsorship contracts are addressed separately in section 10.
2. Our worldwide 14-day commitment
For a covered digital purchase or subscription charge, notify us within 14 calendar days after the payment date and we will refund that payment in full. You do not need to give a reason. This includes the first paid charge after a free trial and each subscription renewal. Starting a stream, opening a download or using the service does not by itself remove this MoyoTube commitment.
For covered physical goods, notify us within 14 calendar days after delivery that you wish to return the goods. Return arrangements are explained in section 9. A refund request received in time remains valid while we verify it; our response time does not shorten your window.
3. Rights that continue after 14 days
The 14-day window is not a deadline for reporting defects, non-delivery, unauthorized charges or another claim protected by law. Any longer cancellation period, shorter reimbursement deadline, guarantee or other non-waivable protection that applies to your transaction prevails. No creator rule, checkout term or general “no refunds” statement can reduce those rights or the express commitment above.
The MoyoTube period below is our contractual promise. The legal notes describe selected rules, not a complete statement of every country’s law.
Regional timelines — Europe & the Americas
Your refund window by region
| Region | MoyoTube: 14 days in every region | Local legal notes |
|---|---|---|
| EU / EEA | 14 days | Qualifying distance contracts generally have a 14-day statutory withdrawal period. Statutory exceptions can apply to certain digital content or fully performed services, but do not cancel our separate digital refund promise. [2] |
| United Kingdom | 14 days | Distance-selling cancellation and digital-consumer protections apply where relevant. Our renewal promise is contractual; it does not depend on a new subscription law already being in force. [3] |
| Switzerland and other European countries | 14 days | This policy grants the stated period whether or not an equivalent general statutory cooling-off rule exists. Mandatory national remedies remain available. |
| United States, including New Jersey | 14 days | The federal FTC Cooling-Off Rule does not cover purchases made entirely online. Our 14-day benefit is a MoyoTube promise, with applicable state protections preserved. [4, 5] |
| Canada | 14 days | There is no single nationwide unconditional 7-day return right for all online purchases. Provincial and territorial rules may provide additional cancellation, disclosure or defect remedies. [6] |
| Brazil | 14 days | Consumer Code Article 49 provides a 7-day withdrawal period for qualifying off-premises contracts, measured from signing or receipt as applicable. Our 14-day benefit does not replace any stronger rule. [7] |
| Mexico, the Caribbean and other Latin American countries | 14 days | Applicable national rights, including longer cancellation periods or special online-sale remedies, continue in addition to this policy. |
4. Counting the days
For our promise, the day after payment or physical delivery is day 1. Send notice by the end of day 14 in your local time at the place of purchase. If first usable access to a digital product is delayed beyond payment, our window runs from that first usable access instead. A statutory period may start differently or extend for missing information or a non-working day; we honor the applicable extension.
Example: a digital payment on 1 November has a MoyoTube request deadline of 15 November, unless access is provided later or local law gives you longer.
Regional timelines — Asia, Oceania, Africa & Middle East
Worldwide coverage
Unlisted country or territory: the same 14-day MoyoTube request period applies. We assess any additional mandatory protection using the relevant country, transaction type and seller status. You do not need to identify a legal section to ask for help.
| Region | MoyoTube: 14 days in every region | Local legal notes |
|---|---|---|
| Mainland China | 14 days | The statutory 7-day no-reason return rule applies to qualifying goods, with exceptions including certain downloaded/opened digital products. Qualifying returned goods have a 7-day reimbursement rule after receipt by the seller. [8] |
| South Korea, Japan and other East Asian markets | 14 days | Local e-commerce, digital-content and consumer rules apply where relevant. Any mandatory shorter refund-processing deadline prevails; the 14-day request period is not permission to delay repayment. |
| Singapore | 14 days | Singapore’s 5-day cancellation framework concerns specified regulated contracts, including direct sales and timeshare arrangements. It should not be described as a universal 5-day right for all online digital purchases. [9] |
| India and other South / Southeast Asian markets | 14 days | Local rights concerning defective services, misleading descriptions, non-delivery and unlawful billing are preserved. |
| Australia and New Zealand | 14 days | Consumer guarantees can require remedies for faulty goods or digital services after the change-of-mind period. The ACCC distinguishes those rights from a voluntary change-of-mind policy. [10, 11] |
| South Africa | 14 days | ECTA section 44 gives a 7-day cooling-off period for qualifying electronic transactions, subject to statutory exclusions; it specifies repayment within 30 days of cancellation. Our shorter ordinary processing promise still applies. [12] |
| Ghana, Nigeria, Kenya and other African markets | 14 days | Applicable national consumer and electronic-transaction protections remain in force. No single continent-wide statutory period is asserted. |
| Türkiye, Israel, UAE and other Middle East markets | 14 days | National rules and any product-specific cancellation, non-delivery or defect remedies remain available. This is MoyoTube’s common contractual period, not a claim that every market has identical law. |
5. Subscriptions, trials and channel memberships
Each paid subscription or membership charge has its own 14-day refund window under this policy. A free trial is not itself a paid purchase; the first charge after that trial starts a new window. A renewal is eligible on the same basis as the first payment. A price change or a plan change does not remove rights attached to a payment already made.
You may also cancel future renewals without requesting a refund. Use the cancellation control shown in your account, if available, or send a clear cancellation request through Support before the next charge. Cancellation normally stops the next renewal and lets you use the paid period already purchased. A refund of that period ends the associated paid entitlement when the refund is implemented. Tell us if you also want the underlying subscription canceled.
We will not make cancellation dependent on completing a sales call, accepting a replacement offer or withdrawing a lawful refund claim. If a charge occurs after an effective cancellation, contact us so that we can investigate and correct it. Missing a reminder does not eliminate any legal protection you have.
6. Paid videos, music, podcasts and downloads
Paid access, rentals, downloadable files and one-off digital add-ons are covered by the 14-day commitment, even where access starts immediately. We do not require you to waive that contractual benefit. If a separate statutory withdrawal right can lawfully end when immediate digital delivery starts, any required express consent, acknowledgment and confirmation must be obtained separately; a preselected box or this policy alone is not that consent.
A refund cancels the relevant license or access entitlement. You must stop using refunded downloadable content and delete copies that you are no longer licensed to keep. Add-ons that depend on a canceled main subscription may cease with it; any refund due for those add-ons is assessed separately, and legal rights remain unaffected.
7. Moyo Live and other paid events
Covered paid live access has the same 14-day MoyoTube refund benefit. If an advertised paid event is canceled, never provided or materially inaccessible because of a delivery failure, we will offer the applicable refund or lawful remedy even after that window. You do not have to accept a credit or a rescheduled event instead of a refund where a refund is due.
8. Tips and voluntary creator contributions
A tip or voluntary creator contribution paid through MoyoTube checkout may be reclaimed within 14 calendar days of payment under this policy. It is not a promise of a particular creator response, audience size or content result. Unauthorized, duplicate or misleadingly presented payments can still be challenged outside that period under applicable law. Payments made directly outside MoyoTube are addressed in section 10.
9. Moyo Shop and auction goods
For a covered physical purchase, including a winning auction purchase, tell us within 14 calendar days after delivery that you wish to return it. A winning bid alone does not remove this MoyoTube benefit. Return the goods within the next 14 calendar days after your notice, using the return address and instructions we or the seller provide. Do not send a parcel to an unverified corporate address.
You may inspect goods as you reasonably would before buying them. Where lawful, a deduction may reflect an evidenced loss of value caused by handling beyond that inspection; we will explain any deduction and will not use it to charge a penalty. We do not charge a restocking or refund-administration fee. Faulty, damaged, incorrect or misdescribed goods are handled under the applicable legal remedy, without treating the problem as a change of mind.
A full order refund includes the price paid, refundable tax and standard outbound delivery. An optional premium-delivery upgrade need not be refunded beyond the standard-delivery amount unless law requires it. You pay direct return postage for an ordinary change of mind only where that responsibility was clearly disclosed before purchase and is lawful. Otherwise we or the responsible seller pay it. For an accepted defect or wrong-item claim, necessary return costs are not charged to you.
We may withhold a physical-goods change-of-mind refund until the goods are received back or you provide reliable evidence of dispatch, whichever occurs first, where law permits. Our ordinary 14-day reimbursement deadline runs from that point; a shorter mandatory deadline prevails. If goods never arrive, contact us: you are not required to return something you did not receive.
10. Seller identity and transactions outside this policy
The checkout or receipt should identify the contracting seller and any merchant of record. Where a creator or other seller is responsible for supply, MoyoTube will coordinate the claim. For covered MoyoTube-checkout purchases, a seller’s refusal does not remove the express platform refund commitment in this policy. Where necessary to honor that commitment, MoyoTube will arrange the refund or provide the additional promised benefit itself.
For a payment made entirely through an external website, app store or payment seller, use that seller’s refund process and receipt details. Their applicable terms and mandatory consumer law govern their payment; we cannot directly reverse a charge we did not collect. We will provide reasonable assistance for the MoyoTube service involved. Mention of a provider does not imply affiliation or approval.
Separately negotiated business advertising, sponsorship, enterprise or creator-service contracts follow their stated cancellation and settlement terms. This policy does not promise refunds of creator earnings or seller payouts. A commercial label cannot remove rights that legally apply to a purchaser as a consumer.
11. Submit a clear request
Open the Support link on https://moyotube.net, use the support facility in your account, or contact the support address shown on the transaction receipt. State that you want a refund or wish to withdraw from the purchase. If a refund control is available in billing or the order page, you may use it; a particular button or form is not compulsory for a valid request.
Provide the account email, order or transaction reference if known, payment date, amount and currency, and the item or subscription involved. For a defect or non-delivery claim, a brief description and relevant evidence help us resolve it. A reason or defect evidence is not required for the ordinary 14-day change-of-mind benefit. If you cannot access your account or locate a receipt, use the receipt support contact or the public Support route and provide enough information to find the payment.
Do not send passwords, one-time codes, full card numbers or card security codes. We may request proportionate proof that you are the purchaser before releasing payment information or money. We will explain any further information genuinely needed. The date of your initial clear request determines whether you applied in time, not the date verification finishes.
Suggested wording: “I request a refund for my MoyoTube purchase. Account email: [your email]. Order/reference: [if known]. Payment date and amount: [details].”
12. When and how money is returned
For a covered digital purchase, we will submit the refund without undue delay and no later than 14 calendar days after receiving your refund request. Internal review or approval does not restart that period. For a physical return, section 9 explains the permitted return-evidence trigger. Where applicable law requires a faster refund, that shorter deadline controls.
Refunds normally go back to the original payment method and in the original transaction currency. If that route cannot be used, we will agree a lawful, verified alternative with you without an extra MoyoTube refund fee. Store credit is optional and will not be imposed instead of money. Refundable platform charges and taxes associated with a covered full digital refund are included.
Your bank, wallet, card issuer or other payment provider may take additional time to display a submitted refund. We cannot promise one posting time for every country or payment method. On request, we will provide the submission date and available tracking reference and help trace a missing refund. Provider delays do not extend our legal duty to issue the refund.
Exchange-rate movements or independent bank conversion charges may affect the value shown by your provider. We do not deduct an extra MoyoTube exchange penalty. We will correct a shortfall where applicable law or our own error requires it.
13. Defects, failed delivery and billing errors
Report persistent playback failures, inaccessible files, materially incorrect descriptions, missing goods, duplicate billing or suspected unauthorized payments as soon as reasonably possible. We will investigate and provide the repair, replacement, repeat performance, price reduction, refund or other remedy required by law. You do not need to exhaust a creator’s support process before notifying MoyoTube. The ordinary 14-day period does not replace legal guarantee periods or applicable limitation rules.
14. Requests outside the ordinary window
If no mandatory right applies and your 14-day period has expired, you may still ask us to review exceptional circumstances. We may offer a full or partial goodwill refund after considering the facts, use of the service and the problem encountered. This additional review does not make an in-window refund discretionary and does not turn a legal claim into a goodwill request. We will explain a refusal and how to seek review.
15. Fraud checks and payment disputes
We may investigate objective evidence of impersonation, duplicate recovery or fabricated claims and take proportionate account-security measures. Ordinary use of purchased content is not itself refund abuse. Fraud checks will not be used to cancel mandatory rights or the ordinary commitment for a genuine purchase. We will not pay the same refund twice; an existing bank reversal or chargeback may be reconciled against the amount due.
You may contact us first to resolve a charge, but this is not a condition of exercising rights with your bank, card issuer, payment provider, court or regulator. Do not miss their separate dispute deadlines while waiting for us. We may share relevant transaction and delivery records with the payment provider as permitted by law and our Privacy Policy. Any access restriction during a disputed payment will be proportionate; it will not itself justify retaining a refund that is due.
16. Complaints and governing law
If you disagree with a decision, reply to the support case or submit a new Support request referencing the original case and ask for a review. We aim to acknowledge complaints within two business days and provide a substantive response within ten business days. Those service targets do not postpone any refund deadline. You retain access to competent consumer authorities, lawful alternative dispute resolution and the courts available under mandatory law.
Subject to mandatory conflict-of-law and consumer-protection rules, New Jersey law governs this policy. This clause does not take away protections of your habitual residence that cannot lawfully be excluded, or require you to give up a court or remedy that mandatory law makes available. No arbitration agreement or class-action waiver is created by this policy.
17. Policy updates and priority
The version published when you make a purchase applies to that purchase. Later changes will not retrospectively reduce accrued rights. If this policy conflicts with another MoyoTube term, the more protective express refund commitment applies, subject always to mandatory law. Save your receipt and a copy of this policy.