Refund & Cancellation Policy

1. General Principle

All donations made through the Krak Radio website are voluntary contributions to support an independent online radio station operated by KRAK MEDIA LTD. Because these are freely given donations and not commercial purchases, they are generally non-refundable.

2. Accepted Grounds for Refund

A full refund will be issued in the following circumstances:

• Duplicate charge: The same transaction was charged more than once due to a technical error (e.g., network failure, double submission).
• Unauthorized transaction: A payment was made using your card without your knowledge or consent. You must report this immediately and cooperate with the fraud investigation.
• Technical failure: Payment was debited from your account but no transaction confirmation was received and no record exists on our end.
• Incorrect amount charged: You were charged an amount materially different from the one displayed and confirmed at checkout.

Refunds will not be granted on the sole basis of a change of mind after a voluntary donation has been made.

3. How to Request a Refund

To submit a refund request, please contact us within 30 calendar days of the original transaction date and provide the following information:

1. Your full name as provided at checkout.
2. The email address used during the donation.
3. The transaction date and amount charged.
4. The reason for the refund request (duplicate, fraud, error, etc.).
5. If available, a bank statement or card statement excerpt showing the charge.

Requests submitted after 30 calendar days may be considered at our discretion but are not guaranteed.

4. Processing Times and Method

Once a refund request is received:

• We will acknowledge your request within 3 business days;
• We will investigate and reach a decision within 7 business days;
• Approved refunds are processed to the original payment method only (the card or account used for the donation);
• The refund will appear on your statement within 5–10 business days after approval, subject to your bank's processing times.

We do not issue refunds by cash, cheque, or alternative payment method unless the original method is no longer available.

5. Cancellation of Recurring Donations

If you have set up a recurring monthly donation, you may cancel future payments at any time before the next billing date by contacting us directly.

Cancellation of a recurring donation does not entitle the donor to a refund of amounts already charged. Only the future scheduled charges will be stopped.

To cancel a recurring donation, contact us at info@krakradio.online with your full name and the email address used at checkout.

6. Chargebacks

We strongly encourage donors to contact us directly before initiating a chargeback with their bank or card issuer. Most issues can be resolved quickly and amicably without the need for a formal dispute.

If a chargeback is filed without prior contact with KRAK MEDIA LTD, we reserve the right to provide the relevant evidence (transaction records, confirmation emails, IP logs) to the payment processor and card network to dispute the chargeback where appropriate.

7. Contact for Refund Requests