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Refund Policy

This Refund Policy explains when and how you can obtain a refund for a DurianLive subscription. It applies to all plans (Daily, Monthly, Yearly) purchased through our checkout.

1. Who Processes Your Payment

DurianLive subscriptions are sold and billed by Paddle, which acts as our Merchant of Record (MoR). This means Paddle is the seller of record for your purchase, handles payment collection, applicable taxes, and receipts, and is also the party that executes approved refunds back to your original payment method.

Because Paddle is the seller of record, your card statement will normally show a charge from Paddle (often "PADDLE.NET* DURIANLIVE"). Refunds follow the same path — Paddle returns the amount to the payment method used for the original purchase.

2. Refund Eligibility

Purchase type	Window	Eligibility
First-time purchase (any plan)	Within 14 days of purchase	Full refund, provided the Service has been used for less than 5 hours of total stream time
Auto-renewal charge	Within 7 days of the charge date	Full refund of the renewal charge (the previous paid period is not refunded)
Upgrade / tier change	—	Not refundable — the upgraded capacity is available immediately after payment
Duplicate or erroneous charge	Any time	Full refund once verified

3. How to Request a Refund

• Email support@durianlive.com with the subject line "Refund request".
• Include your account email, store URL, and the Paddle order/invoice number (it is in the receipt email Paddle sent you).
• Optionally tell us what went wrong — it directly helps us fix the platform, and a brief reason is never required for a valid request.

We aim to respond within 1 business day. Once approved, the refund is initiated with Paddle within 2 business days.

4. Processing Time

After Paddle initiates the refund, it usually appears on your statement within 5–10 business days, depending on your bank or card issuer. Some issuers take up to one full billing cycle. Refunds are always issued to the original payment method; we cannot redirect a refund to a different card, bank account, or currency.

5. When Refunds May Be Declined

We reserve the right to decline a refund request where there is evidence of:

• Use of the Service far beyond the qualifying limit (e.g. substantially more than 5 hours of stream time on a first purchase)
• Violation of our Terms of Service, including streaming illegal, obscene, or infringing content
• Abuse of the refund process itself (repeated purchase-and-refund cycles, chargeback fraud)
• A request submitted after the applicable window above has closed

Declining a refund does not affect any statutory rights you may have under the law of your country of residence.

6. EU / UK Consumers — Right of Withdrawal

If you are a consumer in the EU, EEA, or UK, you generally have a 14-day right of withdrawal for distance contracts. Because DurianLive is a digital service that begins immediately after purchase, you are asked at checkout to consent to immediate performance and to acknowledge that the right of withdrawal is lost once the service has been fully performed. Where that consent is not given, your statutory rights apply in full.

Nothing in this policy limits or replaces your statutory consumer rights.

7. Cancellation vs. Refund

Cancelling a subscription stops future renewals — it is not a refund. After cancellation the Service remains active until the end of the period you have already paid for. You can cancel at any time via the cancellation link in your Paddle receipt email, or by emailing support@durianlive.com.

8. Chargebacks

If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than a chargeback. Filing a chargeback without contacting us may result in account suspension while the dispute is investigated.

9. Contact

Refund and billing questions:
Email: support@durianlive.com
Other contacts and business details: Contact page