Refund and Returns Policy

Overview of Our Refund and Returns Policy

At Access Analog, we are committed to providing our customers with exceptional service and unparalleled access to our analog hardware library. Understanding the unique nature of our services, which involve real-time access to analog audio equipment rather than physical product sales, our refund and return policy is designed to ensure customer satisfaction while maintaining the integrity of our service model.

Reservation Cancellations and Refunds

Time-based Reservations:

Customers can cancel their reservations up to 10 minutes before the scheduled time for a full refund. Cancellations made less than 10 minutes before the appointment time will incur a 50% cancellation fee.

For most devices, customers can cancel the reservation in their account area.  Alternately, you can contact our support team via our website chat system or at support@accessanalog.com with your reservation details and we can cancel it for you.

Credits Purchase:

Unused credit purchases can be refunded up to 7 days after the order is placed.  After 7 days, it is up to the discretion of the support staff.  Credits do not expire and can be used at any time to reserve any available equipment.

Credits can be transferred between accounts upon request to our support team at support@accessanalog.com.

Subscription Cancellations and Refunds

Renewal Cancellations:

Subscriptions automatically renew unless cancelled.

Customers can cancel any subscription in the account area.  The subscription benefits will continue until the next renewal date.  To prevent renewal charges, customers should cancel the subscription before the renewal date.  You may also receive a refund for the renewal if cancelled within 24 hours after the renewal charge, at the discretion of the support staff.

Credit subscriptions provide 30% bonus credits each month over the standard rate of $1 per credit.  Upon cancellation, the 30% bonus credits will be removed from the remaining credits in the subscription, if any remain unspent.

Subscription Changes

Customers can change their subscription at any time in the account area.  The change will take effect at the next renewal date.  Changing subscription plans does not reset your subscription history, so benefits based on your subscription duration remain intact.  Also, the subscription credits are not affected when changing subscriptions.

Technical Issues

Service Disruption:

In the rare event of a service disruption or equipment malfunction during a reserved session, we will offer to reschedule the session at no additional cost or provide a credit for future use.

Refunds for service disruptions are evaluated case by case, based on the nature and duration of the disruption.

Quality Concerns:

If you are dissatisfied with the audio quality or experience technical issues, please report the problem within 48 hours of the session. Our team will investigate and, if an issue is found to be on our end, we will be happy to provide credits or a refund as deemed appropriate.

Payment Processing Fees

For transactions involving refunds, please be aware that we may deduct any service charges incurred from payment processing services such as PayPal, Stripe, or other third-party payment platforms. This means the amount refunded may be reduced accordingly to cover any transaction fees that these services charge us for processing payments and refunds.

Deduction of Fees:
If a refund is issued, the amount refunded will be less the service charges that have been incurred by payment processing services used during the transaction. We strive to be transparent about these deductions and will provide a breakdown upon request.  There are no fee deductions for refunds given in credits.

Service Charge Rates:
The exact amount of service charges deducted will depend on the rates imposed by the payment processor used for the transaction. These rates can vary and are determined by the third-party payment service, not by Access Analog.

Refund Calculations:
Before processing a refund, we will calculate the total amount to be returned to you after deducting the applicable service charges. We will communicate this breakdown to ensure clarity and transparency.

Agreement to Terms:
By using our services and agreeing to our refund policy, you acknowledge and accept that any refunds processed will be subject to these deductions for payment processing fees.

For more information or specific inquiries about how these fees are applied to your transactions and refunds, please contact our support team at support@accessanalog.com.

Contact Us

For any questions or concerns about your reservations, credits, subscription, or experiences with our service, please don’t hesitate to contact us via our website chat system or at support@accessanalog.com. Our dedicated support team is here to ensure your satisfaction and assist with any issues you may encounter.