Cancellations & Refunds Policy
3. Account Termination and Order Cancellation & Refund Policy
3.1 User Account Termination
As part of your right of use of our services, you are free to terminate your GiGaSoft platform User Account, as a publisher, at any time by ceasing to upload any new content and removing all your existing content from the platform storage via the content management section of your User Account. You may continue to use your account as a viewer without uploading or publishing any new content, or to fully terminate your account and remove your registered user details from our services, you may complete the account termination form to notify us by clicking the 'Terminate Account' option in your User Account profile.
Following your termination notice, your user account or parts of your user account may not be removed immediately from our services, but will be deactivated instead, to allow for i) a cooling off period in which you may change your mind and return to use your account as a viewer or as a publisher again ii) a review period to ensure your account is safe to delete without affecting our services or other users whose accounts may be related or have links to your account such as, but not limited to, analytics, subscriptions or content feeds.
Termination of viewer accounts, with no content uploaded or published, will be actioned immediately at the time when we receive your cancellation notice.
This provision does not affect your statutory rights. Details of your statutory right, and an explanation of how to exercise it, are provided in the order confirmation e-mail that you receive from us.
3.2 Cancellation of PAYG Orders and Refunds Policy
PAYG Order Cancellation
3.3 You may cancel your confirmed Order within three (3) working days (beginning on the day after your Order is confirmed) if you have not used (uploaded and streamed to watch your broadcast or uploaded and stored your broadcasts(s) over 24 hours) any of the Storage & Delivery Credits from your confirmed Order on your GiGaSoft platform user account. In this case, you will receive a full or partial refund of the price paid for the Credits in accordance with our refunds policy (set out below). To cancel a confirmed Order within the qualifying timeframe, you must e-mail email@example.com, giving your cancellation notice and reasons for cancellation.
PAYG Refund Policy
3.4 If you cancel your Order and the contract between us before any of the Storage & Delivery Credits have been used, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the invoice amount paid minus any costs incurred for each day from the day when your order was confirmed. We will usually refund any money received from you using the same method originally used by you to purchase your Credits.
3.5 We will also offer a refund if we fail to encode and publish your content to any website, including on the embedded playlists or webtv channels on the TellYourStory network, when:
- the quality of content you uploaded is compliant with the acceptable type, as described in the Acceptable Use and Content policy in the Terms & Conditions of Website and Services Use and in the acceptable formats as described on the content uploader, or your use of our services complies with Define Media's House Rules found on our website at https://www.definemedia.net/page/terms-rules.
- the file type uploaded matches the accepted file types as displayed on the file upload page;
- our technical support team is unsuccessful in performing a manual processing of your content of an acceptable file type; and
- your file is otherwise found to be free of any viruses and is not corrupt and that your file can be viewed with other medium in a fully functional format and display as intended.
3.6 No compensation or refund will be made if you upload unacceptable file types and formats resulting in your content failing to display on our players, playlists and webtv channels that may be embedded on third-party websites or unacceptable quality of content, as described in the Acceptable Use and Content policy in the Terms & Conditions of Website and Services Use or as specified, from time to time, by our publisher partners in the TellYourStory network.
3.7 Please note that if you have used (uploaded and streamed to watch your broadcasts or uploaded and stored broadcast(s) over 24 hours) any of the Storage & Delivery Credits from your confirmed Order on your GiGaSoft platform user account, you are not entitled to receive a refund.