Cancellation and refund policy

1. Scope

This policy applies to ShowTiming offers subscribed by professional Customers: free Discovery plan; 7-day Pass; Pro Monthly subscription; Annual subscription.

ShowTiming is exclusively for professionals acting in their activity. Consumer-contract rules do not apply.

2. General principle

ShowTiming is an online software service available immediately after the relevant license is activated.

Prices cover the right to access the features of the chosen offer for the applicable period. They do not pay for on-site stage management, event success, or guaranteed availability of Internet, hardware or third-party services.

Except as otherwise provided in the Terms of Sale, a legal obligation, a billing error or an express commercial gesture by ShowTiming, amounts paid are not refunded on a pro-rata basis.

3. Discovery plan

The Discovery plan is free and gives rise to no payment or refund.

It is provided within the functional limits shown in the Service and may include restrictions on the number of Events, cumulative live time, Stage Links and Broadcast access.

ShowTiming may modify, limit, suspend or remove the Discovery plan under the Terms of Use, without indemnity, subject to mandatory law.

4. 7-day Pass

4.1 Nature. The 7-day Pass is a one-off purchase giving Pro features for one Event for seven (7) consecutive days, i.e. one hundred sixty-eight (168) hours. The Pass does not auto-renew.

4.2 Start of validity. Under the Terms of Sale (article 4.2), the Pass validity window starts on Stripe payment confirmation: the license is activated automatically upon payment confirmation (webhook) for the Event selected at checkout. The Customer must therefore choose the Event and purchase date with the 168-hour window in mind.

4.3 Cancellation and refund. Before payment confirmation, no Pass is owed. After payment confirmation and license activation, the Pass is generally non-refundable, because access rights open for the corresponding seven-day window.

A refund or credit may nonetheless be considered for: double payment or clear billing error; a mistaken purchase reported before any effective use of the Pass, where technically possible; a major, continuous malfunction directly attributable to ShowTiming preventing access to essential Pass features; or an exceptional commercial gesture expressly granted by ShowTiming.

Cancellation, postponement or change of the Customer’s event alone is not grounds for a Pass refund or extension.

5. Pro Monthly subscription

5.1 Cancellation. The Customer may cancel Pro Monthly anytime via the Stripe customer portal from the Account or the link Stripe provides. Assistance is also available at hello@show-timing.com from the Account email.

5.2 Effective date. Cancellation takes effect at the end of the monthly period already paid. The Customer keeps Pro features until that date, except justified early suspension or termination (non-payment, fraud, serious Terms breach, or Service security risk).

5.3 No pro-rata refund. Cancelling Pro Monthly does not entitle the Customer to a refund of the current monthly period, even if use stops earlier. No further renewal is charged after cancellation takes effect, provided it was correctly recorded in Stripe before the renewal date.

6. Annual subscription

6.1 Cancellation. The Customer may cancel the Annual subscription via the Stripe customer portal before the next annual renewal. Assistance is also available at hello@show-timing.com.

6.2 Effective date. Cancellation takes effect at the end of the annual period already paid. The Customer keeps included features until that date, subject to suspension or termination under the Terms of Use and Terms of Sale.

6.3 No early refund. The annual payment is earned for the subscribed annual period. Early Customer-initiated cancellation generally gives no total or pro-rata refund. ShowTiming may exceptionally, without creating a precedent, offer a credit, partial refund or other commercial solution.

7. Event cancellation or postponement

The Customer alone remains responsible for organising the event and its schedule.

Cancellation, postponement, format change, reduction, interruption or failure of the Customer’s event gives no right to refund, automatic postponement, exchange or extension of: the 7-day Pass; Pro Monthly; or the Annual subscription.

The Customer must notably check the Pass activation date (payment confirmation) and provide an appropriate backup arrangement for the event.

8. Service unavailability

8.1 Cases that may justify review. For a major, continuous unavailability directly attributable to ShowTiming that materially prevents use of an essential paid feature, the Customer may request a review. ShowTiming assesses duration and scope, affected features, identified technical cause, ShowTiming’s share of fault, available technical evidence, and any alternative or quick recovery.

8.2 Possible remedies. For a major incident directly attributable to ShowTiming, ShowTiming may, as appropriate: extend Service duration; reactivate or extend a Pass; grant a credit; refund all or part of the amount actually paid for the offer. None of these measures is automatic; they are assessed in good faith within the Terms of Use and Terms of Sale.

8.3 Exclusions. A refund, credit or extension is generally not due when the issue results from: insufficient, interrupted or unstable Internet; the Customer’s local network, Wi-Fi, browser, computer, display or other equipment; misconfiguration or user error; a Stage or Broadcast link that was shared, lost, disclosed or misused; a third-party tool failure (OBS, browser, display, ISP or external provider); reasonable maintenance, a security update or urgent operation; force majeure; or use of the Service contrary to the Terms of Use or Terms of Sale.

9. Payment error and double billing

The Customer must report any payment error, double payment, unusual billing or license issue as soon as they become aware of it.

For verified double payment or billing error, ShowTiming cancels, refunds or otherwise regularises as appropriate.

The Customer should provide useful information, including: Account email; the offer concerned; payment date and amount; Stripe invoice, receipt or transaction id if available; and a precise description of the issue.

10. Refund request

All requests must be sent to: hello@show-timing.com.

Requests should be made within an indicative thirty (30) days of the payment or incident invoked. This timeline supports prompt technical and accounting review; it does not deprive the Customer of any mandatory rights they may have.

ShowTiming acknowledges receipt within an indicative three (3) business days and responds within a reasonable time depending on case complexity.

If a refund is accepted, it is made where possible via the original Stripe payment method. The effective delay depends on the payment provider and the Customer’s bank.

11. Disputes with the payment provider

Before any payment dispute, chargeback or procedure with Stripe, the card issuer or the bank, the Customer is invited to contact ShowTiming to allow amicable resolution.

An unjustified chargeback where the Service was provided under the Terms of Use and Terms of Sale may lead to immediate suspension of the Account, Pro features and related Stage/Broadcast Links, without prejudice to ShowTiming’s right to claim amounts due.

12. Policy changes

ShowTiming may amend this policy to reflect changes in offers, features, payment processes, regulation or commercial practices.

The applicable version is the one available at subscription or activation, subject to rules for ongoing subscriptions.

This policy is available at: https://show-timing.com/en/refund-policy. It complements the Terms of Sale (https://show-timing.com/en/terms-of-sale); in case of conflict, the Terms of Sale prevail.

13. Contact

For cancellation, termination, payment or refund requests: ShowTiming — Lucas Ait Madi, sole trader. Email: hello@show-timing.com. Address: 91 rue d’Étion, 08000 Charleville-Mézières, France.