Refund Policy

All payments for Masquerading Ltd subscriptions are processed through Stripe. Refunds, chargebacks, and payment disputes are subject to Stripe's Terms of Service.

Refund Eligibility

Refund requests are handled on a case-by-case basis. To be considered for a refund:

• Use the in-app support ticket (open the app, click the cog, then Share Feedback) with details of your issue
• If you cannot access the app, use the Contact Form
• Refund eligibility depends on the circumstances and time since purchase
• Technical issues, billing errors, or service problems may qualify for refunds
• All refund decisions are at Masquerading's discretion

Guest Pass (Free Trial)

The 7-day Guest Pass is completely free with no credit card required, so no refunds are needed for trial periods.

Requesting a Refund

To request a refund:

1. Prefer the in-app support ticket (open the app, click the cog, then Share Feedback)
2. Visit the Contact page
3. Provide your account email address
4. Include transaction details (subscription type, date, amount)
5. Explain the reason for your refund request
6. Wait for review and response from the Masquerading team

Processing Time

If your refund is approved:

• Refunds are processed through Stripe
• Processing typically takes 5-10 business days
• Refunds appear on your original payment method
• The exact timing depends on your bank or card issuer
• If you have questions about your refund status, use the in-app support ticket (open the app, click the cog, then Share Feedback) or use the Contact Form if you cannot access the app

Chargebacks and Disputes

If you initiate a chargeback or payment dispute:

• Please contact Masquerading support first to resolve any issues (prefer the in-app support ticket, or use the Contact Form if you cannot access the app)
• Chargebacks are handled according to Stripe's Terms of Service
• Your account may be suspended pending resolution of the dispute

Contact Support

For refund inquiries or billing questions:

• Prefer the in-app support ticket (open the app, click the cog, then Share Feedback)
• Use the contact form on the website
• Include your account email address
• Provide transaction details if available
• Be specific about your request and circumstances