Refund & Cancellation Policy

Kandy3D sells digital content access: time-limited access passes and/or recurring subscriptions to premium content. Access is delivered immediately upon payment confirmation.

Under the EU Consumer Rights Directive, you normally have a 14-day right of withdrawal for online purchases. For digital content delivered immediately, this right is waived when you expressly consent to immediate delivery and acknowledge that you thereby lose the right of withdrawal.

At checkout, you will be asked to give this consent. If you do not consent, access begins after the 14-day withdrawal period instead.

If you purchased but have not yet accessed any premium content, you may still request a refund within 14 days of purchase and we will honour it.

Payments made in cryptocurrency are processed by our payment partner. Blockchain transactions are technically irreversible — we cannot "pull back" a crypto payment the way a card charge can be reversed.

Because of this:

• Approved crypto refunds are paid out manually, in the same cryptocurrency, to a wallet address you provide, at the market value of the original purchase in its fiat reference price.
• Network (gas) fees for the refund transaction are deducted from the refunded amount.
• Underpaid or overpaid transactions (sending the wrong amount to the payment address) are reconciled manually — contact support with your transaction ID.

Where card payment is available, charges are processed by a PCI-DSS-compliant third-party processor. Card refunds are issued to the original payment method and typically appear within 5–10 business days, subject to your bank.

Time-limited passes do not renew and require no cancellation — access simply ends when the pass expires.

Recurring subscriptions (where offered) can be cancelled at any time from the Settings page or by contacting support. Cancellation stops the next billing cycle; you retain access until the end of the period already paid for. We do not offer pro-rated refunds for partially used billing periods, except where required by law.

We will refund you when:

• You were charged but never received access (technical failure on our side)
• You were charged twice for the same purchase
• You request withdrawal within 14 days and have not accessed premium content (EU/EEA)
• Mandatory consumer law in your jurisdiction requires it

We do not refund:

• Change of mind after accessing premium content
• Account termination due to violation of our Terms of Service
• Inability to access the Service caused by your local law or network restrictions after purchase from a permitted region

Email support with: the email address on your account, the date of the purchase, the transaction ID (for crypto: the blockchain transaction hash), and a short description of the issue. We respond within 5 business days.

Support: hello@portality.co — see also our contact page.