Refund Policy
1. Introduction
This Refund Policy explains how refunds, cancellations, subscription renewals, billing errors, chargebacks, and payment disputes are handled for CometFare purchases and subscriptions.
This Refund Policy applies to paid CometFare features, including Voyager (formerly CometFare Plus), Voyager gifts, and any other premium features, subscriptions, upgrades, cosmetics, increased limits, or paid services offered through CometFare.
Nothing in this Refund Policy limits mandatory consumer rights that apply under law.
The short version
- 14 days to change your mind. Ask within 14 days of a charge and we refund it, as long as the Voyager time is substantially unused.
- Cancel any time, keep what you paid for. Cancelling stops the next renewal; your access runs to the end of the period you already paid for.
- EEA and UK buyers get 14 days by law: see Consumer Rights and Cooling-Off for how that interacts with getting instant access.
- Paddle is the seller. Refunds are issued by Paddle, to your original payment method, usually within 5–10 business days.
- Talk to us before opening a chargeback. It is faster, and a chargeback suspends the account while the bank decides.
2. Payment Provider
CometFare sells through Paddle, which acts as the Merchant of Record. Paddle, not CometFare, is the seller for your purchase. Paddle takes the payment, issues the invoice, collects and remits VAT and sales tax, handles cancellations, refunds, and chargebacks, and is the name that appears on your card or bank statement.
Two consequences worth knowing:
- Paddle’s buyer terms apply to the sale, alongside this policy. Where the two genuinely conflict about the transaction itself, Paddle’s terms control it.
- The refund is issued by Paddle. In practice CometFare decides whether a refund is warranted under this policy and instructs Paddle to issue it; Paddle can also refund independently under its own buyer protection and fraud rules. Either route gets you your money back.
CometFare never sees or stores your full card number.
You can reach Paddle’s own buyer support at paddle.net using the email address you paid with, useful if you have lost your receipt or cannot reach us.
3. Subscriptions
Voyager subscriptions renew automatically unless canceled before the next billing date.
By purchasing a subscription, you authorize CometFare and its payment provider to charge your payment method on a recurring basis until canceled.
The subscription page, checkout page, or payment provider may show details such as:
- price;
- billing interval;
- renewal date;
- included features;
- taxes;
- currency;
- trial terms, if any;
- cancellation method.
You are responsible for reviewing these details before purchase.
Voyager Gifts
Voyager time can be bought as a gift for another user. Gifts are one-time purchases, not recurring subscriptions. Terms of Service, Premium Features and Voyager describes how gifts work; this section is the authority on refunding them.
- Only the purchaser can request a refund for a gift. The recipient cannot, because the recipient is not the buyer.
- Unclaimed gift: fully refundable within the 14-day window in Refund Window.
- Claimed but substantially unused: refundable within the same 14 days. The recipient’s granted Voyager time is removed when the refund is issued.
- Claimed and used: not refundable, except where the law requires it.
- Gifts obtained fraudulently, resold, or used to abuse the payment system are revoked without refund.
Because refunding a gift takes back time the recipient may already be using, we notify the recipient when a gift refund removes their Voyager access.
4. Cancellations
To cancel, open the billing-management link in the receipt email Paddle sent you when you subscribed, and choose to cancel. That link stays valid for the life of the subscription and is the fastest route. You can also reach it from your Voyager settings in the app, or through Paddle’s buyer portal at paddle.net using the email address you paid with.
If none of those work for you, email larisah@cometfare.com from your account address and we will cancel it for you. We will action a cancellation request within 5 business days, and if your renewal falls inside that window we will make sure you are not charged for it.
Cancellation stops future renewals. It does not automatically refund the current billing period unless required by law or specifically approved by CometFare or Paddle.
After cancellation, you may continue to have access to paid features until the end of the paid billing period unless otherwise stated, technically unavailable, refunded, reversed, or terminated for violation of the Terms.
5. Refund Window
You can ask for a refund within 14 days of the charge. This applies to a first purchase and to a renewal alike, and it applies everywhere, not only where the law requires it.
Within those 14 days we refund in full where the Voyager time is substantially unused. We treat it as substantially unused if you have not made significant use of the paid features during the period being refunded. A look around is fine; a fortnight of using premium uploads, cosmetics, and raised limits is not. Where the period is partly used, we may refund it in part.
After 14 days, the refundable situations in What Is and Is Not Refundable still apply: billing errors, duplicate charges, unauthorized payments, and substantial outages are refundable whenever they happen.
Cancelling is not the same as refunding: cancellation stops the next renewal and you keep access to the end of the period you have already paid for. If you want the current period refunded as well, say so.
If you are in the EEA or the UK, your statutory 14-day withdrawal right sits alongside this. See Consumer Rights and Cooling-Off Periods.
6. Refund Requests
Email larisah@cometfare.com from your account address, or use Paddle’s buyer support at paddle.net. Either route reaches a person.
Include:
- your CometFare username;
- your account email;
- transaction ID or receipt if available;
- Paddle checkout email if different;
- date of charge;
- amount charged;
- reason for the refund request;
- screenshots or evidence if relevant.
We may ask for additional information to verify the payment or account.
We acknowledge refund requests within 5 business days and decide within 14 days of having everything we need. If we turn a request down, we tell you which part of this policy it falls under, so you can respond to something specific.
If you disagree with our decision, reply and say so, and we will look again. You can also take it to Paddle at paddle.net, which can refund under its own buyer protection rules regardless of our view, and, if you are an EEA or UK consumer, to the consumer body or ODR platform for your country. Please try these before a chargeback: see Chargebacks and Payment Disputes.
7. What Is and Is Not Refundable
One table rather than three lists. “Yes” means we refund it; “Case by case” means tell us and we will look. Anything the law requires us to refund, we refund, whatever this table says.
| Situation | Refundable? | Why |
|---|---|---|
| Charged twice for the same thing | Yes | You only owe for one. No time limit. |
| Billing error, wrong amount, wrong plan | Yes | Our mistake to fix. No time limit. |
| Charged after you cancelled | Yes | The cancellation should have stopped it. |
| Payment you did not authorize | Yes, after we verify | See Unauthorized Payments. |
| Paid feature substantially unavailable | Yes | See the threshold in Service Outages and Bugs. |
| Changed your mind, within 14 days, barely used | Yes | Our 14-day window. |
| EEA or UK statutory withdrawal, within 14 days | Yes | See Cooling-Off for how use affects it. |
| Renewal you forgot about, spotted quickly | Yes, within 14 days | The window covers renewals too. |
| Bought on the wrong account | Case by case | Usually we move the Voyager time instead, which is faster. |
| Renewal you forgot about, spotted late | Case by case | Outside 14 days. Ask; we look at usage. |
| A feature you subscribed for was removed | Case by case | Depends how central it was and how much notice you got. |
| Brief outages, bugs, or maintenance | No | Below the threshold in Service Outages. |
| Unused time after cancelling | No | You keep access to the end of the paid period instead. |
| Period is over 14 days old and was used | No | You had the service you paid for. |
| Repeat refunds after each period of use | No | See Fraud and Abuse. |
| Access lost to a ban for breaking the Terms | No | See Account Termination and Refunds. |
| Access lost through sharing or a compromised account | No | Account security is yours to keep. We will help you recover it. |
| Bought from someone other than us or Paddle | No | We have no record of that payment. See below. |
On resellers: cometfare.com, through Paddle, is the only authorized place to buy Voyager. There are no authorized resellers, and there is no reseller programme. Anyone selling Voyager, gift links, or premium accounts elsewhere is not acting for us. We cannot refund what we were never paid, and accounts topped up that way may be restricted. If you paid someone else, your recourse is with them or your bank.
8. Premium Access After Refund
If a refund is approved, CometFare may:
- remove premium access immediately;
- downgrade the account;
- disable premium-only features;
- hide or deactivate premium cosmetics;
- make premium-only settings non-editable;
- preserve eligible premium configuration data for possible future reactivation;
- reverse premium benefits, credits, or limits.
We tell you what you are about to lose before we issue the refund, and we confirm by email when premium access is removed. If a refund would cost you something you did not expect (habitat styling, a custom theme, animated avatars), say so when you ask, and we can look at a partial refund or a credit instead.
Refunding a payment does not guarantee that all premium data, settings, or configurations will remain available. Eligible configuration is kept for reactivation, but not indefinitely. See Subscription Expiration and Stored Premium Data.
10. Trials and Promotions
If CometFare offers free trials or promotional pricing, the offer terms will control.
Unless stated otherwise, a trial may convert into a paid subscription at the end of the trial period. You are responsible for canceling before the trial ends if you do not want to be charged.
Promotional pricing may apply only for a limited time and may renew at the normal price unless stated otherwise.
11. Plan Changes, Upgrades, and Downgrades
If CometFare allows plan upgrades or downgrades:
- upgrades may take effect immediately;
- downgrades may take effect at the next billing period;
- prorated charges or credits may depend on the payment provider;
- some features may be removed or reduced after downgrade;
- stored premium configuration data may be preserved but inactive.
Refunds for plan changes are not guaranteed unless required by law or stated at checkout.
12. Price Changes
CometFare may change subscription prices over time.
Where required, we will provide notice before a material price increase applies to an existing subscription.
If you do not agree to a price change, you should cancel before the new price takes effect. Refunds are not guaranteed for renewals charged at a properly disclosed updated price.
13. Billing Errors
If you believe you were charged incorrectly, contact larisah@cometfare.com as soon as possible.
We may investigate with the payment provider. If we confirm a billing error, we may issue a refund, credit, correction, or other appropriate remedy.
14. Unauthorized Payments
If you believe a payment was unauthorized, contact us and your payment provider or bank immediately.
We may require verification before discussing account or payment details. If a payment is confirmed unauthorized, access related to that payment may be removed.
False claims of unauthorized payments may result in account restriction or termination.
15. Chargebacks and Payment Disputes
A chargeback is a payment dispute opened through a bank, card issuer, or payment provider.
If you open a chargeback, CometFare may:
- suspend premium access;
- restrict the account;
- submit evidence to the payment provider;
- pause support on the disputed transaction until the dispute is resolved;
- prevent future purchases;
- terminate the account in cases of fraud or abuse.
If the dispute is resolved in your favour, or you withdraw it, we restore the account. Any suspension applied because of the dispute is lifted, and access is reinstated for any period that remains paid, normally within 5 business days of Paddle telling us the outcome. A dispute you win is not held against you, and it does not count towards Fraud and Abuse.
Before opening a chargeback, please contact larisah@cometfare.com. We can usually refund in days, where a chargeback takes weeks and suspends the account while the bank decides.
16. Fraud and Abuse
We may deny refunds, cancel subscriptions, restrict accounts, or refuse future purchases where we have reasonable grounds to believe there is:
- use of a stolen or unauthorized payment method;
- a pattern of subscribing, using premium features, and refunding, repeatedly;
- repeated chargebacks across purchases;
- a knowingly false billing or unauthorized-payment claim;
- purchasing to evade a ban or restriction;
- exploitation of trials, coupons, or regional pricing;
- resale of accounts, gift links, or premium access.
A single refund is not abuse, and asking for one will never count against you. This section is about repetition and deception.
Before we act on this section we will tell you what we have seen and give you a chance to explain, unless doing so would let ongoing fraud continue. Decisions here can be appealed through the appeal page, and mandatory consumer rights are unaffected.
17. Taxes and Currency Conversion
Voyager is priced in US dollars (USD). Paddle may show you a converted price in your local currency at checkout; that conversion, and the rate used, is Paddle’s. The amount your bank actually takes may differ slightly if your card issuer applies its own rate or a foreign-transaction fee.
Prices are shown excluding tax unless the checkout says otherwise. Paddle calculates and adds VAT, GST, or sales tax for your location, and the checkout page shows the final total before you pay.
Taxes, currency conversion fees, bank fees, card fees, and payment provider fees vary by location and payment method.
CometFare may not control these fees and may not be able to refund fees charged by banks, card issuers, or third-party providers.
18. Refund Processing Time
Once a refund is approved, Paddle issues it within 1–2 business days. It then typically takes 5–10 business days to appear on a card statement, and can take longer for bank transfers, some regional payment methods, or across a statement boundary.
If it has been more than 15 business days since we confirmed the refund and you still cannot see it, email larisah@cometfare.com with the date and we will chase it with Paddle.
CometFare does not control bank processing times.
19. Refund Method
Refunds are usually returned to the original payment method where possible. If the original payment method is unavailable, expired, closed, or unsupported, the payment provider may determine whether another refund method is possible.
We may not be able to refund to a different person or unrelated account.
20. Account Termination and Refunds
If your account is suspended or terminated for violating the Terms of Service, you lose access to premium features. Except where the law requires it, suspension or termination for a violation does not entitle you to a refund of the remaining period. That is the consequence of the violation, not a service failure on our side.
If your account is terminated for a reason that is not your fault (we discontinue the Service, we close your account in error, or an appeal succeeds and access cannot be restored), we refund the unused portion of your paid period pro rata.
Moderation decisions can be contested through the appeal page. If an appeal succeeds, premium access and remaining paid time are restored.
21. Service Outages and Bugs
CometFare may experience downtime, bugs, maintenance, or temporary feature issues. Refunds are not automatically provided for minor interruptions, short outages, or bugs, and planned maintenance announced in advance does not count as an outage.
The threshold we hold ourselves to: if a Voyager feature you are paying for is unavailable, or so degraded as to be unusable, for more than 72 consecutive hours, or for more than 7 days in total within one billing period, because of a problem on our side, then on request we will provide a pro-rata credit or extension of Voyager time covering the affected days. If the outage runs beyond 14 consecutive days, you may instead ask for a refund of that billing period, and we will give it.
You do not have to prove the outage. Our own status records are enough, and we will apply the remedy without argument where they show it. Outages caused by your own network, device, or browser, or by a third party we do not control, fall outside this.
22. Consumer Rights and Cooling-Off Periods
If you are a consumer in the EEA or the UK, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason. Digital services have a wrinkle, and it is worth understanding before you buy.
How Instant Access Affects the 14 Days
The withdrawal right normally runs for 14 days from purchase. But you cannot have Voyager start immediately and keep an untouched 14-day right. The law asks you to choose. So at checkout you are asked to:
- expressly request that we begin supplying Voyager immediately, during the withdrawal period; and
- acknowledge that by doing so you lose the right to withdraw once the service has been fully supplied.
You confirm both at the Paddle checkout, and the confirmation is recorded on your receipt. If you do not agree, Voyager starts after the 14 days instead, and your withdrawal right is untouched.
What This Means In Practice
- You asked for immediate access and have barely used it: the service is not "fully supplied", so you withdraw and we refund in full, and our own 14-day window gets you there anyway.
- You asked for immediate access and used Voyager for part of the period: you may still withdraw within the 14 days, and we refund proportionately to what is left, deducting the value of what you used.
- You did not ask for immediate access: you keep the unqualified right to a full refund for the whole 14 days.
To withdraw, email larisah@cometfare.com saying you are withdrawing. Any clear statement counts; no form is required. We refund within 14 days of being told, to your original payment method.
Users elsewhere may have equivalent mandatory rights under their own consumer law. Nothing in this Refund Policy limits any right that cannot legally be waived, and where a mandatory right and this policy disagree, the mandatory right wins.
23. App Store or Third-Party Marketplace Purchases
Voyager is currently sold on the CometFare website through Paddle, and this Refund Policy governs those purchases wherever you happen to use your account afterwards: website, desktop app, or mobile app. A subscription bought on the website works everywhere you sign in.
Where a platform's rules require its own in-app purchase system, we use it. If we offer Voyager for purchase inside an app distributed through the Apple App Store, Google Play, or another marketplace, that purchase goes through the platform's billing, not Paddle.
Purchases made through a platform are refunded by that platform, not by us. We cannot refund an App Store or Google Play transaction. We never receive the payment and have no way to reverse it. Request those refunds directly:
- Apple App Store: reportaproblem.apple.com, or Settings → your name → Subscriptions;
- Google Play: play.google.com/store/account/subscriptions.
The same applies to cancellation: a subscription bought through a platform is cancelled in that platform's settings, and cancelling it in CometFare will not stop the billing.
If you are not sure where you bought your subscription, check which company appears on your receipt (Paddle, Apple, or Google) and use that route. We are happy to help you work it out at larisah@cometfare.com.
24. Contact
For refund requests or billing questions, contact:
Please include your account information, payment details, and reason for the request so we can review it properly. The checklist is in Refund Requests.
See also the Terms of Service and the Privacy Policy.