Refund policy

Effective from 20 September 2026 — staging validation value. This policy forms part of the Terms of Service.

Resonate's escrow was built refund-first. This document describes what the system actually does today — including where it does less than you might expect, and where a right of yours survives because we have not yet built the step that would end it.

Show campaign pledges

If a campaign does not fund, you get everything back. A pledge is held in a smart contract and is never touched while the campaign is running.

A funded campaign does not pay out all at once. It moves through booking confirmation, a deposit release to the artist, fulfilment of the show, and a dispute window before the remaining funds are released. Our fee is taken only when money actually moves to the artist, proportionally at each release — never when you pledge, and never at all if nothing is ever released.

What you get back depends on where the campaign stopped:

In the last case every backer is treated identically: each receives the same proportion of the remaining balance as their pledge bore to the total. We take no fee from that refund.

You are told before you pledge. Each campaign's locked terms fix the share of the pledged money that can be released to the artist as a deposit once the booking is confirmed; some campaigns have no deposit at all. When a campaign has one, the campaign page and the pledge confirmation state it in plain words before you commit — for example, with a 10% deposit, a refund after that deposit is about 90% of your pledge. A campaign with no deposit shows no such warning, because its refund is always your full pledge.

Cancellation is not automatic — it is an operator action, available while a campaign can still be unwound, and it becomes unavailable once a fulfilled campaign's dispute window has closed and the artist's payout has matured.

Refunds return the asset you pledged, to the wallet you pledged from.

How you get it. You claim your refund yourself once the campaign is resolved. Claiming is an on-chain action.

Network costs. On-chain actions cost gas. Resonate may sponsor that cost through its account-abstraction paymaster, up to a per-user sponsorship limit; beyond that limit, or where sponsorship is not configured, the cost is paid from your wallet. We never take a fee out of a refund — what the table above says you are owed is what you receive.

If something goes wrong. Contact us at contact@maya-labs.xyz and we will investigate. A refund is never sent to you automatically: you claim it yourself. When a campaign's refunds open and you have not yet claimed, we remind you in the app with a notice that links to the campaign page where you claim — once when refunds open, again after 7 days and a last time after 30 days — and then we stop. A refund you never claim keeps waiting for you in the escrow.

What a pledge is not

A pledge supports a show. It is not a ticket, not a share of the show's revenue, and not a claim against the artist. If a campaign funds and the show then does not happen as described, that is a matter between you and the artist — the escrow has already done its job by releasing funds the campaign earned. We will help where we can, but we do not guarantee delivery of what an artist promised on a campaign page.

Marketplace purchases, licences and collectibles

⚖ Jurisdiction-specific. The consumer withdrawal right for digital content, and the conditions for ending it, are European. An operator elsewhere may owe a different right, or none.

Stems, licences, downloads and collectibles are digital content delivered immediately.

If you are a consumer, you have a statutory right to withdraw from a distance purchase, and you still have it here. That right can only be given up if you expressly consent to immediate delivery and acknowledge that you are losing it, and Resonate's checkout does not currently ask you to do either. Until it does, the withdrawal period applies to your digital purchases, and you may withdraw within it by writing to contact@maya-labs.xyz.

Beyond that period, these purchases are not refundable, with two exceptions:

• We failed to deliver. If you paid and did not receive what you bought, we refund in full.
• What you received was not what was described. Your statutory rights as a consumer apply and are not limited by this policy.

Rights disputes about a licensed work are handled through the dispute process, which can result in a refund where a claim is upheld.

Generation credits

Generation credits are prepaid and consumed when a generation succeeds. A generation that fails should not cost you anything: where credits were already debited, they are returned to your balance.

Terminal outcomes are recorded durably and refunds are idempotent. A failed refund emits an alertable event and remains eligible for the reconciliation job, which derives eligibility from durable outcomes rather than expiring job state. Operators run reconciliation in dry-run mode first and review the candidate set before applying corrections.

Unused credits are not exchangeable for money. If we discontinue the feature we will say what happens to unused balances before the change takes effect — subject to the same missing notice workflow the terms of service records in section 11.

What we cannot reverse

A transaction confirmed on a blockchain is final. Where a refund is possible it is executed as a new transaction, not by undoing the original. If you send funds to the wrong address outside Resonate's flows, we cannot recover them.

How to ask

Write to contact@maya-labs.xyz with the transaction, the campaign or the purchase. We will answer within 14 days — staging validation value.