Purchases, Cancellations and Refunds

In short

• Paid features open in stages. This document applies to each paid feature from the moment the Service offers it with a price and a checkout.
• When you buy from a Seller, the Seller is the party you contract with. Sphere Cinema collects your payment as the Seller's Limited Payment Collection Agent, and paying Sphere Cinema counts as paying the Seller. Sphere Plans and other Sphere Paid Services you buy from us.
• Consumers can withdraw from most purchases within 14 days without giving a reason. The right ends when access to a Film starts, and Tickets for a Screening on a set date carry none.
• The Refund Floor gives every Buyer from a Seller a full Refund in set cases, such as a Film that cannot be played or a cancelled Screening, whatever the Seller's own policy says.
• Complaints go to support@sphere.art. We confirm receipt within 2 working days and answer within 14 days, and you can also turn to the Georgian Competition and Consumer Protection Agency (GCCA).

1. Scope and status of paid features

Paid features open in stages. This document applies to each paid feature from the moment the Service offers it with a price and a checkout. Where it describes the checkout, confirmation emails or the Order history, it describes how they will work from that moment.

It covers every Order: Third-Party Sales (Rentals, Purchases, Tickets, Fan Subscriptions and Submission Fees, which you buy from a Seller) and Sphere Paid Services (Sphere Plans, paid SPHERIK features and Promotion, which you buy from us). Festival submissions are not yet open in the Service. This document applies to Submission Fees from the day the feature opens.

The Withdrawal Right in sections 5 to 7 protects Consumers only, as defined in the Terms of Service, section 3 "Who can use the Service", and section 7.4 also covers other Submitters. Every other rule here applies to every Buyer.

If you are 16 or 17, you may buy only with your Guardian's express consent, as the Terms of Service, section 3 "Who can use the Service" sets out, and we may ask for proof of it. If a Guardian tells us that they did not consent to an Order made by a User aged 16 or 17, we cancel it and refund it as the law requires.

Before paid features open, this document is published in Georgian, and from that moment the order steps, checkout texts and confirmation emails are available in Georgian too. Which language version prevails is set out in the Terms of Service, section 1 "About these Terms".

2. Who you buy from

Sphere Paid Services. Sphere Cinema is a service operated by SPHERE.ART LLC, a limited liability company registered in Georgia under identification code 416396983, with its legal address at 14 Megobroba Avenue, 8th floor, apartment 27, Rustavi, Georgia. When you buy a Sphere Plan, a paid SPHERIK feature or Promotion, SPHERE.ART LLC sells it to you and is the party you contract with.

Third-Party Sales. When you buy from a Seller, the Seller is the party you contract with. Sphere Cinema collects your payment as the Seller's Limited Payment Collection Agent, and paying Sphere Cinema counts as paying the Seller. The Seller is responsible for delivering what its Listing describes, and we help you when it does not. This does not limit any right you have against us under consumer protection law. The Listing and each step of the purchase show the Seller's name and country, and the checkout screen shows Georgia as the merchant country. How your payment is split is explained in the Payment Policy, section 4 "How payments for Third-Party Sales work".

One place for every problem. Whoever you bought from, you can bring any question or problem about an Order to us at support@sphere.art, and we deal with the Seller for you. A withdrawal statement, refund request or Complaint about a Third-Party Sale counts as received by the Seller when it reaches us.

3. Before you pay

3.1 What you see before you pay

Before you pay, the Listing or the plan page and the checkout show:

• what you are buying: for a Film, the Rental window or the Purchase terms, picture quality, languages and subtitles, the age label, supported devices and any territory limits; for a Ticket, the date, time and place of the Screening (or that it is online) and what the Ticket includes; for a Fan Subscription or a Sphere Plan, what it includes;
• for a Third-Party Sale, the Seller's legal name, legal form, country, address and contact details;
• the total price, with taxes and the Platform Fee already included;
• for Fan Subscriptions and Sphere Plans, the price for each billing period;
• the currency you will be charged in;
• the payment methods you can use and any limits on them, at the start of checkout;
• whether you have a Withdrawal Right and when it ends (sections 5 to 7);
• for a Third-Party Sale, the Seller's refund policy (section 11).

No surcharge is added for any payment method, and Buyers in Georgia pay in GEL, as set out in the Payment Policy, section 3 "Prices, currencies and taxes".

3.2 The steps of an Order

1. Choose the item and enter your name, address and phone number, which the Payment Processor requires.
2. Check the summary of your Order and correct any detail before you pay.
3. Tick the boxes described below.
4. Press the final button. Its label states your duty to pay and the amount, for example "Pay 12.00 GEL".
5. Pay on the Payment Processor's page and get the confirmation (section 4).

None of the boxes below is ticked in advance:

• The acceptance box. One box that links, in this order, to the Terms of Service, Purchases, Cancellations and Refunds, Payment Policy, Delivery Policy, Transaction Security Policy, Legal Compliance Policy and Privacy Policy. Ticking it, which you must do to pay, confirms that you have read and accept the first six documents. For the Privacy Policy, ticking confirms that you have read it.
• The Digital Content box. For Rentals, Purchases and Fan Subscriptions, a separate box, which you must tick to buy them, by which you ask for access to start at once and confirm that you know your Withdrawal Right ends when access starts (section 7.1).
• The early-start box. For Sphere Paid Services and Submission Fees, a separate box by which you ask for the service, or the Festival's review, to start at once and confirm that you know your Withdrawal Right ends once it has been fully performed (sections 7.2 and 7.4). For a Sphere Paid Service, you also confirm that if you withdraw earlier, you pay for the part already used (section 8.1).
• The recurring payment box. For Sphere Plans and Fan Subscriptions, a separate box by which you agree to recurring payments on the terms shown next to it (Payment Policy, section 8 "Recurring payments").

We never add a paid extra to your Order without your express consent.

4. Order confirmation and records

Your contract is made when your payment succeeds and the Service confirms your Order on screen. We then send a confirmation email to the email address of your Account. It contains:

• the Order number, who you contract with (the Seller or SPHERE.ART LLC), the price, the currency and the date;
• a receipt;
• the details of what you bought as shown before you paid, and this document and the Payment Policy in the versions you accepted, attached as files;
• a record of the boxes you ticked, including your requests and acknowledgements about the Withdrawal Right.

Your Account shows each Order in your Order history for at least 120 days, with the Seller, the date, the amount and the Seller's contact details. Each Order keeps the version of the Legal Documents that you accepted when you placed it.

5. Your right to withdraw

If you are a Consumer, you may withdraw from a contract made in the Service within 14 days from the day it was made, without giving any reason. This Withdrawal Right comes from the Law of Georgia on the Protection of Consumer Rights. Section 7 explains when it does not apply or ends early.

To withdraw, send the model form in section 6, or any clear statement that you withdraw, to support@sphere.art or by post to the address in section 6, also when you bought from a Seller. Your statement is on time if you send it before the 14 days end.

We confirm receipt by email without delay. We refund what you paid for the Order, including any Platform Fee, within 14 days of receiving your withdrawal, by the payment method you used (section 12). For a Sphere Paid Service that you have already started to use, section 8.1 sets the amount.

If we did not give you the information about the Withdrawal Right that the law requires, your withdrawal period is extended by up to 12 months, as that law provides.

6. Model withdrawal form

Using this form is optional. Send it by email to support@sphere.art or by post.

• To: SPHERE.ART LLC (for itself or as agent of the Seller named in the Order), 14 Megobroba Avenue, 8th floor, apartment 27, Rustavi, Georgia, support@sphere.art
• I withdraw from my contract for the Order below.
• Order number:
• Date of the Order:
• Name:
• Email address of my Account:
• Date of this statement:
• Signature (only when this form is sent on paper):

7. When the right to withdraw does not apply or ends early

7.1 Rentals, Purchases and Fan Subscriptions

These are Digital Content. To buy them, you tick the Digital Content box at checkout (section 3.2), so your Withdrawal Right ends when access starts, as Article 14(2)(მ) of the Law of Georgia on the Protection of Consumer Rights allows. Your confirmation email repeats your request and your acknowledgement. If your confirmation email leaves out either of them, you keep the full 14 days. When access starts for each item is set out in the Delivery Policy, section 2 "How and when you get access".

7.2 Sphere Paid Services

We start a Sphere Paid Service within the 14 days only if you ask for this in the early-start box at checkout (section 3.2). If you do, the right ends once the service has been fully performed, as Article 14(2)(ა) of the same law allows. A partly used service follows section 8.1.

7.3 Tickets

A Ticket for a Screening or other event on a set date carries no Withdrawal Right, under Article 14(2)(ლ) and (ო) of the same law. Your Refund rights are in sections 9 to 11.

7.4 Submission Fees

If you withdraw a Submission within 14 days of paying its Submission Fee and before the Festival has finished reviewing it, you get a full Refund. This applies to every Submitter, Consumer or not. If you asked at checkout for the review to start at once and confirmed that you lose the Withdrawal Right once it is finished (section 3.2), the right ends when the Festival has finished reviewing your Submission. After that, any Refund follows the Festival's refund policy and the Refund Floor.

8. Refunds for Sphere Paid Services

8.1 Withdrawal within 14 days

If you are a Consumer and withdraw from a Sphere Paid Service within 14 days (section 5), we refund the price minus the part you have used. The used part of a Sphere Plan or of Promotion is counted pro rata by days, up to the day we receive your withdrawal. Paid SPHERIK features you have used count at their share of the plan price, or at the price you paid if you bought them separately. An unused service is refunded in full.

8.2 Renewals and cancelling

Sphere Plans renew automatically until cancelled. You can cancel at any time, as the Payment Policy, section 8 "Recurring payments" explains. Cancelling stops the next renewal, and you keep access until the end of the paid period. The period already running is refunded only in the cases in section 8 of this document or where the law gives you a Refund.

If a Sphere Plan renews and you have not used any of its paid features since the renewal, you can ask for a full Refund of that renewal within 14 days of the renewal charge.

8.3 When we end or change a Sphere Paid Service

If we end a Sphere Paid Service, or your access to it, we refund the unused part of the period you have paid for, pro rata by days. If we end it because of your serious breach of the Legal Documents, we may first deduct the loss your breach caused us, and we tell you how we calculated it. The same applies to the unused part of a Fan Subscription period when we end your access to it.

We give at least 30 days' notice before we end a paid feature without cause, as set out in the Terms of Service, section 12 "Suspension, termination and ending the Service". If we change a Sphere Paid Service materially to your disadvantage, you can cancel it before the change takes effect and get the same pro-rata Refund.

8.4 A service that is not as described

If a Sphere Paid Service does not work as described, tell us at support@sphere.art and we put it right within a reasonable time. If we cannot, you can choose a price reduction or a Refund for the affected period, and you keep any right to compensation that the law gives you.

9. Refund Floor for purchases from Sellers

The Refund Floor is the set of minimum refund rules below. It applies to every Third-Party Sale and every Buyer, whatever the Seller's own refund policy says.

These rules apply to the whole table:

• A Refund under the Refund Floor returns the full price, including the Platform Fee, unless the table states a pro-rata amount.
• The Refund Floor overrides every Seller refund policy, and a credit or voucher never replaces a Refund that it requires.
• A Refund under the Refund Floor is not due when access ends because you closed your Account.
• Cancelled, moved and changed Screenings and festivals follow section 10, where many Refunds are made without you asking.
• If no decision on your Submission has arrived 30 days after the notification date that the call showed when you submitted, ask us for the Refund.

In every other case, write to support@sphere.art with your Order number and what went wrong; for a Film that will not play, follow the Delivery Policy, section 5 "If access fails". We handle your request as a Complaint (section 14) and pay any Refund that is due under section 12. Duplicate charges are also covered by the Payment Policy, section 9 "Failed, pending and duplicate payments".

10. Cancelled, moved or changed Screenings and festivals

10.1 Cancelled Screenings

If a Screening is cancelled, we refund every Ticket in full, Platform Fee included, within 14 days of the day we learn of the cancellation, without you having to ask, and we email each Buyer about it.

10.2 Moved Screenings

If a Screening moves to a new date or time, we email each Buyer, and your Ticket stays valid for the new date. You can keep it, or ask for a full Refund until 48 hours before the new start. If the move is announced less than 48 hours before the new start, you can ask until the new start. If no new date is set within 90 days of the original date, we refund every Ticket in full without you having to ask.

10.3 Other material changes

If the Seller switches a Screening between online and in person, moves it to another venue, or drops the main Film or an announced guest, we tell each Buyer, and you can ask for a full Refund of a Ticket you have not used. If you learn only at the Screening that the main Film or an announced guest has been dropped, section 9 applies.

10.4 Festivals

If a Festival is cancelled or not held, we refund every Submission Fee for that call in full, Platform Fee included, within 14 days of the day we learn of it, without you having to ask. If we remove a Festival from the Service, the same applies to each Submission that has no decision yet.

If a Festival moves its edition or its notification date, or changes its call in an important way after you paid, we email each Submitter. Such a move or change counts as a change against you under the Refund Floor (section 9). Your Submission stays in the call, and until the Festival decides on it, you can withdraw it and get a full Refund of the Submission Fee. The 30 days in section 9 still run from the notification date shown when you submitted.

11. Seller refund policies

Every Listing shows the Seller's refund policy before you pay. A policy can give you more than the Refund Floor, never less. Once a Listing is published, a change to its refund policy applies to Orders already placed only if the change is in the Buyers' favour.

To ask for a Refund under a Seller's refund policy:

1. Ask the Seller first, using the contact details on the Listing or in your Order history. You can also write to support@sphere.art, and we pass your request on.
2. The Seller answers within 5 working days from the day the request reached the Seller or us.
3. If the Seller refuses or does not answer in time, send us a Complaint (section 14). We decide whether a Refund is due under the Seller's policy, the Refund Floor or the law, and if it is, we pay it under section 13.

12. How refunds are paid

• Method. We pay the Refund through the Payment Processor to the payment method you used. If that is no longer possible, we contact you to agree another way.
• Currency and amount. A Refund is paid in the currency you were charged in, and a full Refund returns exactly the amount you paid, with no fee or conversion fee from us. Your bank may convert the amount and charge its own fees.
• Timing. We pay a Refund within 14 days of receiving your withdrawal (section 5) or of the decision that a Refund is due, including decisions taken without a request, such as for a cancelled Screening. Your bank may need a few more days to show it.
• Platform Fee. On a full Refund of a Third-Party Sale you get the whole price back, Platform Fee included. A partial Refund reduces the Seller's Share and the Platform Fee in the same proportion (Payment Policy, section 5 "Platform Fee").

13. Refunds we make for a Seller

We make a Refund ourselves, on the Seller's behalf, when:

• the law requires it;
• a Chargeback is likely;
• what you paid for was not delivered, or access failed and was not restored as set out in the Delivery Policy, section 5 "If access fails";
• the Screening or the Festival was cancelled (section 10);
• the Seller agreed to the Refund, or did not answer your request within 5 working days and the Refund is due under the Refund Floor or the Seller's refund policy;
• the Seller has been removed from the Service and can no longer deliver what you paid for.

We pay you without waiting for the Seller. We then recover the amount from the Seller under the Creator and Organizer Terms, section 10 "Amounts you owe us, set-off and Payout Holds". This recovery never delays or reduces your Refund.

14. Complaints

14.1 How to send a Complaint

A Complaint is any request to us to put right a problem with an Order or with the Service. You can send it:

• by email to support@sphere.art;
• by post to SPHERE.ART LLC, 14 Megobroba Avenue, 8th floor, apartment 27, Rustavi, Georgia.

Include your name, your Account email, any Order number, what went wrong, what you want us to do, and any evidence such as screenshots. You may write in Georgian, English or Russian.

14.2 What we do

• We confirm receipt within 2 working days.
• We send you a reasoned answer within 14 days of receiving the Complaint.
• If you disagree, you can ask for a second review by a member of our staff who did not handle the Complaint first, where one is available. We answer within 14 days of your request.
• We charge nothing for handling a Complaint.

14.3 Other ways to resolve a dispute

You can use these routes at any time, also without using our procedure first:

• the Georgian Competition and Consumer Protection Agency (GCCA), gcca.gov.ge, hotline 1520;
• the courts, as set out in the Terms of Service, section 14 "Complaints, disputes and governing law";
• if you are a Consumer living in the European Union, the consumer protection body of your country.

15. Payment disputes and chargebacks

If a charge looks wrong, please contact us at support@sphere.art before you dispute it with your bank. Your right to dispute a charge with your bank stays the same. Chargebacks, and your access while one is open, are covered in the Payment Policy, section 10 "Chargebacks and payment disputes". Repeated Chargebacks that turn out to be unfounded may lead us to restrict your use of paid features.

16. Changes and contact

We may update this document. We tell you about material changes by email and in the Service at least 14 days before they take effect, and at least 30 days before for changes to Seller fees, Payouts or selling rules, as set out in the Terms of Service, section 15 "Changes to the Service and the Legal Documents". Earlier versions of this document are available on request at legal@sphere.art.

A change never applies to an Order already placed.

Write to support@sphere.art about Orders, Refunds, withdrawal statements and Complaints. Letters go to the address in section 14.1; all company details are on the Company Details page.