Refund Policy

A support via Norly is a gift to the creator for the content they have already made or are making. The money goes directly to the creator, not to Norly — we don't hold it ourselves. That means refunds depend on the creator, not on us.

The 14-day withdrawal right under consumer contract law does not generally apply to digital content delivered with your express consent. We do, however, handle refund requests favourably, particularly in the cases described below.

You can cancel both monthly support and per-release support at any time under My subscriptions. Cancellation is free and takes effect immediately:

• Monthly support — you will not be charged next month
• Per release — future releases will no longer trigger automatic charges on your card

Already-processed payments are not automatically refunded upon cancellation — that is a separate process, described below.

You can request a refund of a completed payment in the following situations, and we will handle the request reasonably:

• Technical error — you were charged by mistake (double charge, wrong amount, charge despite cancellation). Always refunded 100%.
• The creator has closed their channel — you are paying for something that is no longer being made. Refunds are issued for charges made in the 30 days prior to the creator's closure.
• Suspicious activity on your card — if someone has misused your card to set up a support you did not authorise yourself. Write to us and we will block and refund immediately.
• The creator agrees — if you and the creator agree that a specific payment should be refunded, we process it as a standard refund regardless of the reason.

In other cases (you simply changed your mind, didn't think the content was good enough, etc.), a refund is a goodwill decision from the creator that we facilitate but cannot require.

Send an email to hey@norly.io with:

1. The email address you used at checkout
2. Which creator the support was sent to
3. The approximate date and amount
4. A brief reason for the request

We handle requests within 5 working days. If we approve the refund, Stripe sends the money back to the card you paid with. The time from approval to the money being in your account is typically 5–10 working days depending on your bank.

Stripe normally retains their standard fee on refunds (the creator doesn't get it back), but the actual amount you paid as a fan is refunded in full. You pay no fees for receiving a refund.

You can always contact your bank to dispute a charge. We recommend writing to us first though — it's usually faster and less hassle than a formal chargeback, and we resolve errors voluntarily.

Abuse of the chargeback mechanism — for example disputing a charge after having received the supported service without valid reason — may lead to us suspending your account and pursuing a compensation claim, in accordance with our terms.

Questions or refund requests: hey@norly.io. We normally respond within 3 working days.