Grace Policy

Our commitment to fair treatment and second chances

Last updated: March 22, 2024

Our Philosophy

At NewFans Pro, we believe in building lasting relationships with both artists and fans. Our Grace Policy reflects our commitment to understanding, flexibility, and fair treatment in all situations.

We recognize that mistakes happen, circumstances change, and sometimes people need a second chance. This policy outlines how we handle various situations with empathy and fairness.

Core Principle: We treat every situation individually and prioritize communication and understanding over strict enforcement.

Refunds & Cancellations

14-Day Grace Period

All digital purchases come with a 14-day grace period. If you're not satisfied for any reason, contact us for a full refund - no questions asked.

Full Refund Available

Event Ticket Cancellations

Event tickets can be refunded up to 48 hours before the event start time. After that, we'll work with the artist to find a solution.

48-Hour Window

Physical Products

Physical merchandise can be returned within 30 days of delivery if unused and in original packaging. We cover return shipping for defective items.

30-Day Return Window

NFC Bundle Claims

If you accidentally claim the wrong NFC tag or experience technical issues, contact us within 7 days. We can rebind the tag to the correct account.

7-Day Rebind Window

Payment Issues & Disputes

Failed Payments

If a payment fails due to insufficient funds or card issues, we'll:

Hold your entitlement for 72 hours while you update payment
Send friendly reminders via email
Not charge any late fees or penalties

Chargebacks & Disputes

If you file a chargeback or dispute:

We'll temporarily hold your entitlement during investigation
We prefer to resolve issues directly. Contact us first!
If resolved in your favor, full access is restored immediately

Please contact us first: We can usually resolve issues faster than going through your bank. Most problems are solved within 24 hours.

Account Issues & Violations

First-Time Violations

For first-time policy violations (except fraud or illegal activity):

We'll send a warning and explanation
Give you 7 days to correct the issue
No penalties if corrected within grace period

Account Suspensions

If your account is suspended:

You can appeal within 30 days
We'll review your case individually
Your purchases remain accessible during appeal

Data Deletion Requests

If you request account deletion:

We'll wait 30 days before permanent deletion
You can cancel the request anytime during this period
All your purchases remain accessible until deletion

Artist Grace Periods

Subscription Payments

If your subscription payment fails:

7-day grace period with full access
Automatic retry every 3 days
Email reminders with easy payment update link

Drop Deadlines

If you miss a drop deadline:

24-hour extension for first-time delays
We'll help you communicate with fans
No penalties for reasonable delays

Content Issues

If content violates guidelines:

48-hour notice to correct or remove
Clear explanation of the issue
Support to help you comply

Communication & Support

We believe most issues can be resolved through clear communication. Here's our commitment:

Response Times

• Urgent issues: Within 2 hours
• General inquiries: Within 24 hours
• Refund requests: Within 48 hours

Human Support

• Real people, not bots
• Empathetic and understanding
• Empowered to make decisions

Our Promise: We'll always listen to your situation and work with you to find a fair solution. Your satisfaction matters to us.

When Grace Doesn't Apply

While we strive to be understanding, there are situations where we cannot offer grace periods:

Fraud & Illegal Activity

Any fraudulent activity, illegal content, or attempts to circumvent our systems will result in immediate account termination without grace period.

Repeated Violations

After multiple warnings and grace periods, continued violations may result in permanent restrictions.

Abuse of Grace Policy

Intentionally exploiting grace periods or refund policies will result in loss of these privileges.

Need Help?

If you have questions about this policy or need assistance with any issue, we're here to help:

Email Support

hi@newfanspro.com

24-48 hour response

Urgent Issues

hi@newfanspro.com

2-hour response

Remember: We're on your side. Whether you're an artist or a fan, we want you to have a great experience. Don't hesitate to reach out if something isn't right.

This Grace Policy is part of our commitment to fair and empathetic service.

For our full Terms of Service, visit /legal/terms