Refund Policy

Last updated: June 5, 2024

1. Introduction

This Refund Policy outlines the guidelines and procedures for refunds related to the services provided by Sunray Agency ("we," "us," or "our") through the Nazca platform. We strive to ensure your satisfaction with our services, and this policy is designed to be fair and transparent.

2. Eligibility for Refunds

2.1 Premium Launch Plans

For Premium Launch, Premium Plus Launch, and Featured Spot plans:

  • Within 24 Hours of Purchase: If you request a refund within 24 hours of your purchase and your app has not yet been featured on our platform, you may be eligible for a full refund.
  • After Launch Begins: Once your app has been featured on our platform (typically within 24-48 hours of purchase), no refunds will be issued as the service has been delivered.
  • Technical Issues: If your app cannot be properly featured due to technical issues on our end, you may be eligible for a full or partial refund, depending on the circumstances.

2.2 Ultimate Growth Package

For the Ultimate Growth Package:

  • Before Review Process: If you request a refund before we begin the review process (typically within 48 hours of purchase), you may be eligible for a full refund.
  • During Review Process: If you request a refund after we have begun the review process but before publication, you may be eligible for a partial refund of 50% of the purchase price.
  • After Publication: Once the review has been published, no refunds will be issued as the service has been fully delivered.

2.3 Recurring Subscriptions

For recurring subscription plans:

  • Prorated Refunds: We do not provide refunds for partial subscription periods. If you cancel a subscription, you will continue to have access to the subscription benefits until the end of the current billing cycle.
  • Automatic Renewals: You are responsible for canceling your subscription before the next billing cycle to avoid being charged. No refunds will be issued for failing to cancel a subscription before automatic renewal.

3. Non-Refundable Services

The following services are non-refundable:

  • Standard (free) launch services
  • Customizations or additional services not included in standard packages
  • Services that have been fully delivered

4. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our support team at support@nazca.my with the subject line "Refund Request".
  2. Include the following information in your request:
    • Your full name
    • Email address associated with your account
    • App name and submission ID (if applicable)
    • Date of purchase
    • Reason for requesting a refund
    • Transaction ID or order number
  3. Our support team will review your request and respond within 2-3 business days.

5. Refund Processing

If your refund request is approved:

  • The refund will be processed through the same payment method used for the original purchase.
  • Refunds typically take 5-10 business days to appear in your account, depending on your payment provider.
  • Processing fees charged by payment processors (such as Paddle) may be deducted from your refund amount.

6. Special Circumstances

We understand that special circumstances may arise. In cases of:

  • Duplicate Payments: If you were charged multiple times for the same service, we will refund the duplicate charges.
  • Service Unavailability: If our service is unavailable for an extended period and we cannot deliver the service as promised, you may be eligible for a full or partial refund.
  • Account Termination: If your account is terminated due to violations of our Terms of Service, you will not be eligible for a refund.

7. Disputes

If you disagree with our refund decision:

  1. Reply to the refund decision email with additional information supporting your request.
  2. If the dispute cannot be resolved through our support channels, you may contact your payment provider to initiate a chargeback or dispute process.
  3. Please note that initiating a chargeback without first attempting to resolve the issue with us may result in termination of your account.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page, with the updated date noted at the top. We encourage you to review this Refund Policy periodically for any changes.

9. Contact Us

If you have any questions about this Refund Policy, please contact us at:

For questions about our Refund Policy or to request a refund, please contact us.