Refunds and cancellations
Which refunds are automatic, which payments are final, and how refunds are paid.
2 min read · Updated October 2026
Sygil keeps refunds simple and fair for both sides. Most refunds are automatic, so you do not have to approve them.
Refunded automatically
The fan gets a full refund (and any Fan Points they used back) when:
- you decline a question or request,
- you cancel a call or session,
- you report that you could not attend a call (you have until 24 hours after it ends),
- you reschedule a call and the fan chooses to cancel,
- the time slot was booked by someone else while the fan was paying.
Not refundable
| Payment | Rule |
|---|---|
| Support (tips) | Non-refundable, except duplicate or mistaken charges or where the law requires it. |
| Digital files and secrets | Not refundable once unlocked. |
| Courses | Not refundable once the student has access. If the content is materially different from its description, contact support and it will be reviewed. |
How refunds are paid
Refunds go to the original payment method through Razorpay, usually within 5 to 7 business days, depending on the fan's bank. The refunded purchase is removed from your earnings.
Chargebacks
If a fan disputes a payment with their bank, the payment can be reversed. Chargebacks can lead to account restrictions and removal of Fan Points earned on the disputed payment.
Prevent refund requests
- Describe the product accurately: what is included and what is not.
- Show previews and samples before purchase.
- State turnaround times for requests and answers, and meet them.
- Only list call times you can attend.
- Reply to fans quickly. Most disputes start with silence.
Fans can read the full rules in the Terms and FAQs.
Common questions
Do I have to approve a refund?
No. Automatic refunds happen when you decline, cancel or report that you could not attend. You do not have to approve them.
Can I refund a fan who bought a file but is unhappy?
Instant items are not refunded through the product once unlocked. Contact support with the order details and the case is reviewed.
What happens to Fan Points on a refund?
Points the fan used as a discount are returned.
What if a fan disputes a payment with their bank?
Contact support with the order details. Under the Terms, chargebacks can lead to account restrictions and removal of Fan Points earned on the disputed payment.