Refund policy

 Last modified: 13th August 2024

Digital Goods, In-app purchases and subscriptions

For auto-renewing subscriptions and in app purchases, you may request a refund of any payment for subscription fees or In-App Purchases in the following ways:

• For subscriptions purchased on Apple devices, all refund requests must be made to Apple directly via reportaproblem.apple.com.
• For subscriptions purchased on Android devices, refund requests may be made to Google directly via google.com or by contacting us at ghosttube.com
• For subscriptions purchased on our website, refund requests must be made to us directly via ghosttube.com

If requesting a refund directly from Apple or Google, refunds will be payable in accordance with the terms and conditions governing the operation of your account on these platforms.

If requesting a refund to us directly, it is within our discretion whether or not to provide a refund, unless we are required by law (including the Australian Consumer Law) to do so. We generally will refund purchases that have been made in error, or for which a user is not satisfied so long as it is requested within a reasonable time (i.e. within 7 days, or as otherwise prescribed by law or regulation in your jurisdiction of purchase). However, we generally will not issue refunds if the request was not made in a reasonable time, or if you lost access to premium features because your account was banned for violating our community guidelines.

Gift Cards

Subject to any other legislation that states otherwise in a given jurisdiction, GhostTube gift cards are not refundable, and cannot be transferred into or redeemed for cash. Any authorized refunds for other goods purchased with a gift card will be returned to the gift card.

Physical goods

For other types of goods (i.e. physical goods purchased within our app or on our website), we accept refund requests if the goods are broken or faulty upon delivery, or if the product received differs from the product description – in these cases, a supporting photo must be provided as proof of the product fault or discrepancy. You must make a request for a refund within 14 days after receipt of your goods. Requests can be made here. 

We generally do not provide refunds for goods where the user has ordered the wrong product by mistake, has provided inaccurate or incomplete delivery information resulting in lost items, or has simply changed their mind unless we are required by a local law or regulation in your region to do so. Where a discretionary refund or return is offered, shipping for the return of goods will be at the customer's expense. See below also for more information about made to order goods.

Made to order prints, clothing and branded merchandise

All branded merchandise and clothing available on our website is printed to the color, size and design specifications made by the customer at the time of order. In addition, we also offer custom design prints to canvas of images generated using SEER. As these items are highly customised, we generally do not offer refunds if the user has a change of mind or has incorrectly customized their order (size, color etc).

Notification for EU consumers regarding made to order merchandise and clothing: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

Additional Information

Where the Australian Consumer Law (set out in Schedule 2 of the Competition and Consumer Act), or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms of Conditions and that legislation, the mandatory provisions of the legislation will apply.