How to get a refund

  • Updated

This article will give you information on how to get a refund within the 30-day Money Back Guarantee period. 

 

IN THIS ARTICLE

1. How do I get a Refund?

2. Return of Production Kit

3. Frequently Asked Questions (FAQs)

 

How to get a refund


1. How do I get a Refund?

Please fill out this REFUND FORM and our Customer Support Team will process your request within 2 to 3 business days. 

Once we process your request, Stripe submits the refunds to your bank immediately. Depending on the bank's processing time, it can take anywhere from 5 to 10 business days to show up on your bank account.

 

2. Return your Production Kit

If you received the Production Kit, we kindly ask you to return the kit so we can start the refund process.

  • After you fill out the form, we will send you an email with the subject line 'Cancel/Refund Request for (your email)' with the return label attached (within 2 business days) - you can choose to post it or drop it off at the closest collection station (our team will inform you of the closest location)
  • When you return the production kit, please reply to our email with the subject line 'Cancel/Refund Request for (your email)'  with the return receipt so we can process the refund. 
  • Items to return: Smartphone Tripod, ​Bluetooth Remote, Slick Production Lighting Set Up, and Lapel Mic. The t-shirt is not necessary. (Items you have received may vary due to supplier stocks and your country/address)

 

3. Frequently Asked Questions (FAQs)

 

1. What if I'm past the 30-day Money Back Guarantee?

Please note that we do not issue any refunds for a subscription plan outside the 30-day money-back guarantee, regardless of whether you have used the service or not unless you have requested for the service to be canceled previously but it was not actioned by our Team. 

You can check our terms of service HERE

 

2. I filled out the form, now what happens? 

  • If you have the Production Kit: We will send you an email with the subject line 'Cancel/Refund Request for (your email)' within 2 business days with the return label attached. Please reply to our email with the return receipt once you returned the kit so we can proceed with the refund (within 2 business days

  • If you don't have the Production Kit: We will email you with the subject line 'Cancel/Refund Request for (your email)' to confirm your request and process the refund within 2 to 3 business days. 

You do not need to email us. We will contact you after receiving your form. 

 

3. How long it will take to process the refund and have the money in my bank account? 

Once we process your request (2 to 3 business days) Stripe submits the refunds to your bank immediately. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on your bank account.

 

4. Why I haven't received my refund? What happened?

If you have recently requested a refund and haven’t received it yet, here are some of the things to look at:

  • Have you received a refund confirmation email with the subject line 'Cancel/Refund Request for (your email)' from the time you sent in your request? If not, it might be that you haven't submitted the Form.  

 

  • You haven’t returned the production kit. If you received the Production Kit, you need to return the kit so we can process the refund. We will send you an email with the subject line 'Cancel/Refund Request for (your email)' within 2 business days with the return label attached. Notify us by replying to the email with the return receipt, once the kit has been returned so we can complete the refund process.

 

  • You are not eligible for a refund. If you filled out the form outside of the 30-day Money Back Guarantee, your refund request will automatically be denied. Please see our Terms of Service Section 2. 

 

  • We haven't contacted you yet. Our reply times do vary depending on the number of tickets our Help Center is currently receiving. This means that sometimes our response times can be longer than 2 business days. We are always working hard to reduce the reply time to our Passion Fighters and we always respond to everyone. 

 

  • Check the spam folder and the correct email address. We will reply to you on the email you used to sign up for Passion.io. We advise you to also check your spam folder. 

 

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