Getting help

Contacting us#

🚩 REVIEW — there is no support address yet. Nothing in the app, the website or the landing page carries one, so this page cannot be published as it stands. It needs a monitored address, and that address should be decided before any of these pages ship, because several of them end by sending the reader here.

🚩 Once it exists, put it here and nowhere else, and link to this page from the others — one address, in one place, so changing it is one edit.

What to tell us#

Whatever you can, but these four save the most time:

• What you were doing — the tab you were on and the button you pressed.
• What you expected, and what happened instead.
• Anything on screen, word for word if you can. A screenshot is better than a description.
• Roughly when. The time and date narrow it down enormously.

If it's a payment question, your receipt has everything we need on it.

Service status#

🚩 REVIEW — there is no status page. Until one exists this section should either be cut or say plainly that there isn't one, because a heading called "Service status" with nothing behind it is worse than no heading.

Two things fail independently, and it's worth knowing which you're looking at:

Refunds

🚩 REVIEW — this policy is a draft and has never been approved. It is written to be fair and to match how the product actually behaves, but it has not been checked against the law where you sell, and it makes commitments. Nothing on this page should publish until it's been read and signed off.

The short version#

If something we sold you doesn't work, or you were charged for something you didn't mean to buy, tell us and we'll put it right. The rest of this is the detail.

Scene packs#

Refundable within 14 days, if you haven't downloaded it.

Once a pack has been downloaded it's been delivered — the whole thing is on your machine and it keeps working whether or not we ever hear from you again. That's the line, and it's the same line most digital stores draw.

Downloaded it, and it doesn't work? That's not a refund question, it's a fault. Tell us and we'll fix it or refund it.

CastTime hours#

Refundable within 14 days, on the hours you haven't used.

Hours are consumed by having a room open. Hours you've spent have been delivered; hours still sitting in your account haven't.

If you bought a block by mistake — the wrong size, or twice — say so and we'll sort it out. That isn't what this clause is for.

Subscriptions#

Cancel any time, from Account → Billing → Manage billing.

Cancelling stops the next payment. The month you've already paid for keeps running — you don't lose access the moment you cancel, and you aren't refunded part of it.

Charged after you cancelled? That's a fault. Tell us and we'll refund it.

Always refunded, no questions#

• Charged twice for the same thing.
• Charged after you cancelled.
• Something we broke that stopped you using what you'd paid for.

Your legal rights#

🚩 REVIEW — this needs a real answer, not a placeholder. Depending on where a customer lives, they may have a statutory right to cancel a digital purchase that this policy cannot reduce. Whether that applies, and what has to be said about it at checkout, is a question for someone qualified. The policy above is more generous than nothing but it is not a substitute for that.

How to ask#

🚩 Contact address, once it exists. Include the receipt.

Refunds go back to the card that paid, and take as long as your bank takes — usually a few working days once we've sent it.