Last updated: 2026-10-01 · Operator: SparkRelay Tech Services
This policy forms part of your agreement with us. It applies to purchases of MultiSigner signing credits and is incorporated by reference into our Terms and Conditions and our End User Licence Agreement (EULA). It is presented to you before purchase and applies to your transaction. Please read it together with Section 6 of the Terms and Conditions.
1. About This Policy
This Refund Policy sets out when and how you may obtain a refund for credits purchased from SparkRelay Tech Services ("Company," "we," "us," or "our") for use in the MultiSigner service (the "Service"). It applies to every purchase of credits, regardless of which payment option you used at checkout.
It states, in plain language: who is eligible, the time window, the method of refund, what is excluded, how to request a refund, our response times, and how to contact us.
2. Your Statutory Rights Come First
Nothing in this policy limits any refund, cancellation, or withdrawal right you have under mandatory consumer-protection law in the country where you live. Where such law gives you more than this policy does, the law applies.
European Union, EEA, and United Kingdom. If you are a consumer in the EU, the EEA, or the UK, you may have a statutory right to withdraw from a purchase of digital content within fourteen (14) days of the purchase. That right can be lost where you expressly consented to immediate delivery and acknowledged that you would lose the right of withdrawal. Where the law requires that acknowledgment, it is presented to you at checkout.
If the withdrawal right still applies to you, it prevails over anything in this policy, and you may request a refund under it whether or not the credits have been consumed.
Where it does not apply, our commercial policy below still gives you a longer period than the statutory minimum for unused credits.
3. Summary of Our Refund Policy
Item
Our policy
Eligibility
Any customer who purchased credits, on the account that made the purchase.
Time window
30 days from the date of purchase.
Unused credits
Refundable within the 30-day window, on request.
Consumed credits
Not refundable, except where the failure was ours (see Section 6).
Method
Returned to the original payment method used for the purchase.
Response time
We acknowledge and assess requests within 2 business days.
You are eligible to request a refund if all of the following apply:
you are the account holder who made the purchase, or you are authorised to act for that account;
the purchase was made within the time window in Section 5;
the credits for which you request a refund have not been consumed, subject to Section 6;
your account is in good standing and has not been suspended or terminated for a breach of our Terms and Conditions or EULA; and
the request is not excluded under Section 7 or does not form part of a pattern of abusive requests.
5. Time Window
The refund window is thirty (30) calendar days from the date of purchase. The purchase date is the date shown on your confirmation, receipt, or invoice.
Requests received after the window has closed are, in principle, not eligible for a commercial refund, unless the law or a valid statutory withdrawal right requires otherwise.
Where we determine that the delay was caused by a genuine technical problem on our side, we may accept a late request at our discretion.
This 30-day window applies to each purchase separately. It is not a rolling entitlement and is not renewed by later purchases.
6. What Is Refundable and What Is Not
6.1 Unused credits — refundable
Credits that have not been consumed (that is, no document has been signed and no signature has been applied with them) are refundable on request within the 30-day window. The refund is calculated on the unused credit balance attributable to that purchase.
6.2 Consumed credits — not refundable
Credits that have already been consumed are not refundable. This includes credits consumed by signing a document or by a signature applied through a signature flow. This is because the Service has already been delivered for that credit and the work cannot be returned, and because the resulting signed documents remain in your possession and under your control.
6.3 Exception: failure on our side
This is the one exception to Section 6.2. If a signing operation failed through our fault and consumed credits that you did not receive the benefit of, the correct remedy is normally restoration of the affected credits to your account, not a cash refund. Where we confirm the failure on our side, we will restore the affected credits at no cost to you.
If you believe this has happened, contact us with the signing reference or flow code, the date and time, and a description of the error. See Section 9.
7. Exclusions
The following are not refundable:
Consumed credits, subject only to the exception in Section 6.3.
Free, promotional, bonus, and referral credits. These have no cash value, were not paid for, and cannot be refunded or exchanged for money. Free credits that expire unused are not refundable.
Service credits issued under our Service Level Agreement. These are additional credits, never cash.
Requests outside the 30-day window, except where the law requires otherwise or where Section 5 or 6.3 applies.
Credits on accounts suspended or terminated for breach of the Terms and Conditions or the EULA, except as required by applicable law.
Requests submitted without sufficient information to identify the transaction, until the information is provided.
Abusive patterns, such as repeated purchases and refund requests, multiple requests for the same transaction, requests from an email or payment method not associated with the account, or requests made in bad faith.
Amounts charged by third parties, such as currency-conversion fees or bank charges applied by your own bank or card issuer, which are set by your provider and are not charged by us.
We do not refund amounts that are not charged by us. If you consider that the Service did not work as described, contact us first: we can almost always resolve the underlying problem faster than a refund can.
8. Subscriptions and Recurring Charges
MultiSigner does not currently sell subscriptions or recurring plans. All purchases of credits are one-time payments. There is therefore no subscription to cancel and no recurring charge to stop; nothing further is billed to you after a one-time purchase.
If we ever introduce subscription products, this policy will be updated before they are offered, and the applicable cancellation and renewal mechanics will be stated here and at checkout.
the transaction reference, order number, or receipt number, and the date and amount of the purchase;
the payment method used and, if available, the last four digits;
the number of unused credits you are asking to be refunded; and
a brief reason for the request.
Our process and timeline:
we acknowledge your request within five (5) business days;
we verify the requester against the account record and check the purchase date and the unused balance;
we assess the request against this policy and tell you our decision, with reasons, normally within five (5) business days of receiving the complete information;
where approved, we instruct the refund immediately (see Section 10).
Please do not open a chargeback before contacting us. A refund is normally faster than a dispute, and Section 12 explains why the distinction matters for you.
10. How and When Refunds Are Issued
Method. Refunds are returned to the original payment method used for the purchase, or to another method where the law or the payment provider permits.
Who issues it. Refunds are issued through the payment provider that processed your purchase. Where a Merchant of Record is used, that entity generally issues the money back, even where we bear its cost. Where a direct payment processor is used, we instruct the refund through it.
Timing. Once approved, the refund is instructed promptly, but the time for the money to appear depends on your bank or card issuer. It commonly takes 5 to 10 business days, and in some cases longer. That delay is outside our control.
Currency. The refund is issued in the original transaction currency. If your payment method is denominated in another currency, any difference arising from exchange rates or your provider's fees is set by your provider and not by us.
11. Effect of a Refund
Access and credits are revoked. When a refund is issued, the corresponding unused credits are removed from your account. You cannot keep credits that have been refunded.
Bonus and referral credits. Any bonus, promotional, or referral credits granted in connection with a refunded purchase are also removed or adjusted accordingly.
Effect on signature flows. If a refunded purchase was used to fund a signature flow in progress, the flow may be blocked or paused for insufficient credit balance until you purchase additional credits, in accordance with the Terms and Conditions.
Documents already signed. A refund does not retroactively affect documents already signed. Those signatures remain valid and the files remain subject to the retention period described in our Privacy Policy.
Account closure. Where a refund relates to the whole relationship, or where credits were the only entitlement on the account, we may close the account in accordance with the Terms and Conditions. Clauses that by their nature should survive will continue to apply.
12. Chargebacks and Unrecognised Charges
Contact us or the provider first. If you do not recognise a charge, or want your money back, contact us at info@multisigner.vip (or the provider shown on your statement) before starting a chargeback with your bank. A refund through this policy is normally faster and simpler than a dispute, which can take 60 to 120 days.
The name on your statement. A charge will not normally carry the name "MultiSigner", because the Merchant of Record appears as the merchant on your statement. This is explained in Section 13 of our EULA.
Effect of a chargeback. A chargeback may result in the suspension of your account and the removal of the disputed credits while it is investigated.
Repeated disputes. Repeatedly disputing charges that are valid, or disputing a charge for a Service you have used and kept, may result in restrictions on future purchases.
Card-network thresholds. Excessive chargebacks affect our ability to accept card payments at all, which is why we ask you to contact us first. Elevated dispute ratios may require us to apply additional fraud controls or stricter purchase conditions.
13. Merchant of Record and Payment Providers
Depending on the payment option configured at the time of your purchase, and on the option you select, your payment may be processed by Fungies (acting as Merchant of Record), or by Stripe or PayPal (acting as payment processors). The provider that processed your payment is identified on your confirmation, receipt, or invoice.
Where Fungies acts as Merchant of Record, it administers refunds in that role. Where the law, card-network rules, a payment processor, a regulator, a valid cancellation, or a court order requires a refund, or where Fungies determines that a refund is necessary, Fungies may issue it without our prior approval. Fungies' Buyer Terms of Service also apply to your transaction.
Where a direct payment processor is used, we are the seller of record, and we instruct refunds through that processor in accordance with this policy.
Who to contact. For anything about the Service, your credits, or a refund under this policy, contact us at info@multisigner.vip. For a payment problem or a question about a receipt or invoice, contact the provider that processed your payment.
Relationship to the provider's terms. Where this policy and the provider's terms differ, the provider's terms govern the payment and this policy governs the Product, as described in Section 13 of our EULA. Nothing in this policy limits a right the provider's terms or the law give you.
14. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be communicated by reasonable notice, such as by posting the updated policy in the Service or by email. The version in force at the time of your purchase governs that purchase. The updated policy takes effect on the stated "Last updated" date, and your continued use of the Service after that date constitutes acceptance.
15. Contact Us
For any question about this policy, or to request a refund:
We aim to acknowledge every refund request within two (2) business days. If you are not satisfied with our response, you may contact the payment provider that processed your purchase, and you retain every right available to you under applicable consumer law.