Terms of service

Terms of Service

Last updated: 7/1/2026

Welcome to Sondera. These Terms of Service govern your access to and use of our website, story app, digital content, memberships, physical products, and related services.

By using our website or services, creating an account, purchasing a product, or subscribing to a membership, you agree to these Terms. If you do not agree, please do not use our services.

1. Who We Are

These Terms apply to:

Sondera
Operating as: Sondera
Website: shopsondera.co
Contact: info@shopsondera.co

Throughout these Terms, “we,” “us,” and “our” refer to Sondera. “You” refers to the customer, reader, visitor, account holder, or user of our services.

2. Our Services

Sondera provides interactive digital story experiences, including text-message mystery stories, case-file content, digital episodes, memberships, and related features.

We may also sell physical products, including made-to-order printed products, inserts, cards, labels, stationery, merchandise, or other goods.

Some services may be free. Others may require an account, purchase, subscription, or membership.

3. Accounts

You may need to create an account to access certain features, save progress, unlock premium episodes, or manage a membership.

You agree to provide accurate information when creating an account and to keep your login information secure. You are responsible for activity that occurs under your account.

We may suspend or terminate accounts that violate these Terms, misuse the service, interfere with other users, attempt unauthorized access, or abuse payment, refund, or content systems.

4. Age Requirements

You must be at least 13 years old to use our services.

If you are under the age of majority in your location, you must have permission from a parent or legal guardian to use our services or make purchases.

5. Digital Content and Story Access

Our digital stories, episodes, case files, images, videos, messages, evidence cards, audio, designs, and interactive elements are owned by us or licensed to us.

You may access digital content for personal, non-commercial use only.

You may not copy, reproduce, redistribute, resell, scrape, upload, share behind a paywall, modify, or create competing products from our digital content without written permission.

6. Free and Premium Content

Some episodes or features may be available for free. Other episodes or features may require a paid membership, purchase, or subscription.

We may change which content is free or premium at any time. If you already purchased or subscribed to access specific content, we will make reasonable efforts to preserve your access according to the terms available at the time of purchase.

Premium access does not transfer ownership of the content to you. It gives you a limited right to access the content while your account, purchase, or membership remains active and in good standing.

7. Memberships and Subscriptions

If we offer paid memberships, your subscription will renew according to the billing terms shown at checkout.

You are responsible for canceling your subscription before renewal if you do not want to be charged again.

Membership features, pricing, benefits, and available content may change over time. We will make reasonable efforts to communicate material changes when appropriate.

If your payment fails, your premium access may be paused, limited, or canceled.

8. Payments

Payments may be processed through third-party providers, such as Shopify, Stripe, Memberstack, or other payment platforms.

We do not control all payment processing systems and are not responsible for payment issues caused by third-party providers, banks, card networks, or payment processors.

You agree to provide accurate billing and payment information. You also agree not to use unauthorized payment methods or attempt fraudulent transactions.

9. Refunds

Refunds are handled according to our Return & Refund Policy, which is incorporated into these Terms.

Digital products, downloads, memberships, and subscriptions are generally non-refundable once accessed, downloaded, or used, unless required by law or specifically stated at checkout.

Physical made-to-order products are generally not returnable unless they arrive damaged, defective, misprinted, incorrect, or otherwise qualify under our Return & Refund Policy.

10. Physical Products

Physical products may be made to order by third-party production partners. Production and delivery times may vary.

Because many physical products are made specifically for each customer after purchase, we generally cannot accept returns for buyer’s remorse, incorrect product selection, incorrect size, or incorrect shipping address.

Shipping, delivery, lost packages, damaged items, and returned-to-sender orders are handled according to our Shipping Policy and Return & Refund Policy.

11. User Content

If you submit reviews, comments, theories, messages, feedback, images, or other content to us, you are responsible for that content.

By submitting content, you grant us a non-exclusive, worldwide, royalty-free license to use, display, reproduce, edit, publish, and share that content for operating, improving, or promoting our services.

You may not submit content that is unlawful, abusive, threatening, defamatory, invasive of privacy, infringing, misleading, spammy, or otherwise harmful.

We may remove user content at our discretion.

12. Acceptable Use

You agree not to:

Use our services for illegal, harmful, or fraudulent purposes
Attempt to hack, disrupt, scrape, overload, or reverse engineer our systems
Bypass paywalls, membership gates, security features, or access controls
Share premium content publicly or distribute it without permission
Impersonate another person or misrepresent your identity
Upload malware, spam, or harmful code
Harass, threaten, or abuse others
Use our content to train competing systems, products, or datasets without permission

We may limit, suspend, or terminate access if we believe these rules have been violated.

13. Intellectual Property

All original content, designs, stories, names, characters, text, images, interfaces, branding, logos, product concepts, and related materials are owned by us or licensed to us.

Nothing in these Terms grants you ownership of our intellectual property.

You may not use our brand name, logos, story names, product images, character names, screenshots, or content for commercial purposes without written permission.

14. Third-Party Services

Our services may depend on third-party platforms, including hosting providers, payment processors, membership tools, analytics tools, shipping providers, print-on-demand partners, email providers, and other services.

We are not responsible for third-party outages, errors, delays, policy changes, or service limitations.

Your use of third-party services may also be governed by their own terms and privacy policies.

15. Service Availability

We try to keep our services available, but we do not guarantee uninterrupted or error-free access.

We may update, pause, remove, modify, or discontinue parts of the service at any time.

We are not responsible for losses caused by downtime, data loss, technical issues, third-party failures, or changes to the service.

16. Story Progress, Saved Data, and Account Features

Some features may save reading progress, choices, case-file information, evidence, theories, or account preferences.

We do not guarantee that progress or saved data will always be available, error-free, or permanently stored.

We may update story structure, episode formats, membership systems, or account features over time.

17. Privacy

Your use of our services is also governed by our Privacy Policy.

Please review our Privacy Policy to understand how we collect, use, and protect information.

18. Disclaimers

Our services are provided “as is” and “as available.”

We do not guarantee that our services will meet your expectations, be uninterrupted, be error-free, or be free of harmful components.

Story content is fictional unless clearly stated otherwise. Any resemblance to real persons, events, places, or organizations is coincidental or used in a fictionalized manner.

19. Limitation of Liability

To the fullest extent allowed by law, we are not responsible for indirect, incidental, special, consequential, punitive, or exemplary damages.

Our total liability for any claim related to our services or products will not exceed the amount you paid to us for the product, membership, or service giving rise to the claim.

Some locations do not allow certain limitations of liability, so some of these limits may not apply to you.

20. Indemnification

You agree to defend, indemnify, and hold us harmless from claims, damages, liabilities, losses, costs, or expenses arising from your use of our services, your violation of these Terms, your violation of law, or your infringement of another person’s rights.

21. Changes to These Terms

We may update these Terms from time to time.

When we make changes, we will update the “Last updated” date. Continued use of our services after changes are posted means you accept the updated Terms.

22. Termination

We may suspend or terminate your access to our services if you violate these Terms, misuse our services, fail to pay required fees, or engage in harmful or fraudulent activity.

You may stop using our services at any time. If you have a paid subscription, you are responsible for canceling it through the available account or billing tools.