Terms of service

Last Updated: June 3, 2026

Welcome to Sondera. These Terms of Service describe the rules and conditions that apply when you visit, use, or purchase from our website, shop, digital membership, or related services.

These Terms apply to:

  • shopsondera.co
  • stories.shopsondera.co
  • Sondera+ Membership
  • Votive candles
  • Wax melts
  • Pillar candles
  • Physical bundles or gift sets
  • Any related Sondera products, content, pages, emails, or services

Throughout these Terms, “Sondera,” “we,” “us,” and “our” refer to Sondera. “You” and “your” refer to any visitor, customer, subscriber, or user of our website, shop, app, or services.

By using our website, purchasing from us, or subscribing to Sondera+, you agree to these Terms. If you do not agree, please do not use our services or make a purchase.

1. About Sondera

Sondera is an interactive story brand. Our stories are read through the Sondera app at stories.shopsondera.co. Our Shopify store at shopsondera.co is used to sell physical products and Sondera+ Membership.

Sondera may offer:

  • Interactive mystery stories
  • Digital story access
  • Sondera+ Membership
  • Votive candles
  • Wax melts
  • Pillar candles
  • Story-inspired bundles
  • Other related products or experiences

Our physical products are designed to create atmosphere for reading and are not required in order to use the Sondera app.

2. Eligibility

By using Sondera or purchasing from us, you confirm that you are at least the age of majority in your state, province, or country of residence, or that you have permission from a parent or legal guardian.

You agree not to use our website, app, products, or services for any unlawful or unauthorized purpose.

3. Account and Membership Access

Some Sondera features may require an account, login, email verification, or active membership.

You are responsible for:

  • Providing accurate information
  • Using the correct email address
  • Keeping your account information secure
  • Not sharing access to paid content with others
  • Not attempting to bypass payment or access controls

If you purchase Sondera+ Membership, please use the same email address at Shopify checkout that you use for the Sondera app. This helps us verify your membership and unlock premium story access.

We are not responsible for access delays caused by incorrect email addresses, duplicate accounts, spelling errors, or failure to complete required verification steps.

4. Sondera+ Membership

Sondera+ is a digital subscription that unlocks premium story content on the Sondera app.

Sondera+ may include access to:

  • Premium episodes
  • New story releases
  • Member-only story content
  • Deeper evidence reveals
  • Replayable or expanded story experiences
  • Other digital content we may add in the future

Membership benefits may change over time as Sondera grows.

Unless otherwise stated, Sondera+ does not include physical products. Candles, wax melts, pillars, and bundles must be purchased separately.

5. Subscription Billing

Sondera+ Membership is billed on a recurring basis at the price shown at checkout.

By subscribing, you authorize us and our payment processor to charge your selected payment method on a recurring basis until the membership is canceled.

You are responsible for keeping your payment information current. If your payment fails, your access to premium content may be paused, restricted, or canceled.

Prices, billing terms, and membership features may change in the future. If we make material changes to pricing or membership terms, we will provide notice as required by applicable law.

6. Membership Cancellation

You may cancel Sondera+ Membership at any time.

Canceling your membership stops future billing. Cancellation does not automatically refund previous charges.

After cancellation, you may continue to have access until the end of your current billing period, depending on your subscription settings.

If you need help canceling, contact us at:

info@shopsondera.co

7. Digital Product Refunds

Sondera+ Membership provides digital access to premium story content. Because digital access may be available immediately after purchase, membership payments are generally non-refundable once processed.

Refund requests for accidental purchases, duplicate billing, or access issues may be reviewed case by case.

If you purchased Sondera+ but cannot access premium episodes, please contact us before requesting a refund. Include:

  • Your order number
  • The email used at checkout
  • The email used in the Sondera app
  • A description of the issue

8. Physical Product Purchases

Sondera may sell physical products, including votive candles, wax melts, pillar candles, and bundles.

By purchasing physical products, you agree that:

  • Product colors, sizes, labels, packaging, and finishes may vary slightly from photos.
  • Handmade or small-batch products may have minor cosmetic differences.
  • Fragrance strength may vary by space, use, warmer type, room size, and personal scent sensitivity.
  • Product availability is not guaranteed until checkout is complete.

We reserve the right to limit quantities, discontinue products, change pricing, or refuse orders at our discretion.

9. Candle and Wax Melt Safety

You are responsible for using candles and wax melts safely.

For candles:

  • Never leave a burning candle unattended.
  • Keep candles away from children, pets, drafts, curtains, paper, bedding, and flammable materials.
  • Burn candles on a stable, heat-resistant surface.
  • Trim wicks as directed.
  • Do not burn candles longer than recommended.
  • Stop use when the remaining wax reaches the recommended safety level.

For wax melts:

  • Use only with approved wax warmers.
  • Do not add water.
  • Do not leave warmers unattended.
  • Keep melted wax away from children and pets.
  • Follow the warmer manufacturer’s instructions.

Sondera is not responsible for damage, injury, allergic reaction, misuse, or unsafe use of candles, wax melts, warmers, or related products.

10. Fragrance Sensitivities and Allergies

Our products may contain fragrance oils, essential oil components, waxes, dyes, botanicals, or other ingredients that may cause sensitivity in some individuals.

If you are sensitive to fragrance, have allergies, are pregnant, have asthma, have pets, or have medical concerns, please review product descriptions carefully and consult a qualified professional before use.

Discontinue use if irritation, headache, discomfort, or any adverse reaction occurs.

11. Shipping and Delivery

Physical products require shipping. Digital memberships do not ship.

Shipping times, delivery estimates, and carrier timelines are not guaranteed unless expressly stated.

Once an order is handed to the shipping carrier, delivery timing is controlled by the carrier. Sondera is not responsible for carrier delays, lost packages, stolen packages, incorrect addresses provided by the customer, or delivery issues outside our control.

If your package is marked delivered but you cannot locate it, please check with your carrier, neighbors, household members, mailroom, or local delivery office.

12. Heat-Sensitive Products

Candles and wax melts are heat-sensitive.

During warm weather, products may soften or experience minor cosmetic changes during shipping. We are not responsible for heat damage that occurs after delivery, including packages left outside, in mailboxes, in vehicles, in direct sunlight, or in hot indoor areas.

If an item arrives severely melted or unusable, contact us within the timeframe stated in our Return & Refund Policy.

13. Returns and Refunds for Physical Products

Physical product returns and refunds are governed by our Return & Refund Policy.

In general, eligible physical products must be unused, unopened when applicable, and in original condition.

Used candles, burned candles, opened wax melts, melted products after delivery, sale items, digital products, and Sondera+ Membership payments may not be eligible for return or refund.

Please review our Return & Refund Policy before purchasing.

14. Order Changes and Cancellations

We process orders as quickly as possible.

If you need to change or cancel a physical product order, contact us as soon as possible at:

info@shopsondera.co

We cannot guarantee changes or cancellations once an order has been processed, packed, or shipped.

Membership cancellations must be handled through the subscription management process or by contacting support.

15. Pricing and Product Availability

Prices are listed in U.S. dollars unless otherwise stated.

We may change prices, discontinue products, update membership features, remove content, or modify product offerings at any time.

We do our best to display accurate product information, but errors may occur. We reserve the right to correct errors, cancel orders, update pricing, or refuse purchases if information is inaccurate.

16. Discounts, Promotions, and Gift Cards

Discounts, promotions, free shipping offers, and special pricing may be subject to additional terms.

We may modify or cancel promotions at any time.

Promotional offers cannot be applied retroactively unless we choose to allow it.

Gift cards, if offered, are subject to the terms provided at the time of purchase.

17. Intellectual Property

All Sondera content is owned by Sondera or used with permission.

This includes, but is not limited to:

  • Story text
  • Characters
  • Episode content
  • Product names
  • Candle collection names
  • Logos
  • Branding
  • Website design
  • App design
  • Images
  • Graphics
  • Labels
  • Packaging
  • Audio, video, or written content
  • Marketing copy
  • Digital downloads
  • Membership content

You may not copy, reproduce, distribute, modify, sell, upload, scrape, imitate, republish, or commercially exploit Sondera content without written permission.

You may not share, repost, or distribute premium story content in a way that allows others to avoid purchasing or subscribing.

18. User Content, Reviews, and Feedback

If you submit reviews, comments, photos, messages, feedback, suggestions, or other content to Sondera, you grant us permission to use, display, reproduce, edit, and share that content for business, marketing, customer service, and promotional purposes.

You agree that any content you submit will not be unlawful, abusive, misleading, defamatory, infringing, obscene, spam, or harmful.

We may remove or refuse to publish user content at our discretion.

If you send ideas, suggestions, scent concepts, product names, story feedback, or other creative input, you agree that we may use that feedback without compensation or obligation to you.

19. Prohibited Uses

You agree not to:

  • Use Sondera for illegal purposes
  • Attempt to hack, disrupt, or damage our website, app, store, checkout, or systems
  • Copy or redistribute premium content
  • Share paid membership access with unauthorized users
  • Use bots, scrapers, or automated tools without permission
  • Upload viruses, malware, or harmful code
  • Harass, threaten, or abuse Sondera, our customers, or our team
  • Impersonate another person
  • Submit false payment, billing, or account information
  • Attempt to bypass security, checkout, subscription, or access systems
  • Use Sondera content to create competing products, stories, apps, or merchandise without permission

We may suspend or terminate access if we believe you have violated these Terms.

20. Third-Party Services

Sondera may use third-party platforms and services, including payment processors, Shopify, subscription tools, email services, analytics tools, shipping carriers, and app-related services.

Your use of those third-party services may be subject to their own terms and privacy policies.

We are not responsible for third-party service outages, errors, delays, policy changes, or actions outside our control.

21. Privacy

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

Our Privacy Policy explains how we collect, use, and protect personal information.

Please review the Privacy Policy before using our website, app, store, or membership services.

22. Entertainment Purposes

Sondera stories are fictional and created for entertainment purposes.

Any resemblance to real people, places, messages, accounts, events, or situations is coincidental unless otherwise stated.

Sondera does not provide legal, medical, mental health, relationship, safety, or professional advice.

23. No Guarantee of Availability

We do our best to keep Sondera available, but we do not guarantee that our website, app, products, membership access, or story content will always be uninterrupted, error-free, secure, or available.

We may update, pause, remove, modify, or discontinue any part of our services at any time.

24. Disclaimer of Warranties

Sondera products and services are provided “as is” and “as available.”

To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted access, accuracy, or reliability.

Some jurisdictions do not allow certain warranty limitations, so some of these limitations may not apply to you.

25. Limitation of Liability

To the fullest extent permitted by law, Sondera and its owners, employees, contractors, partners, suppliers, and service providers will not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages.

This includes damages related to:

  • Use or inability to use our website, app, products, or membership
  • Candle or wax melt misuse
  • Fragrance sensitivity
  • Shipping delays
  • Lost or stolen packages
  • Account access issues
  • Subscription billing issues
  • Third-party service interruptions
  • Loss of data, revenue, profits, or goodwill

To the fullest extent permitted by law, our total liability for any claim will not exceed the amount you paid to Sondera for the product or service giving rise to the claim.

26. Indemnification

You agree to indemnify and hold harmless Sondera, its owners, employees, contractors, partners, suppliers, and service providers from any claim, loss, damage, liability, cost, or expense arising from:

  • Your use of our website, app, products, or services
  • Your violation of these Terms
  • Your violation of any law or third-party right
  • Your misuse of candles, wax melts, warmers, or physical products
  • Your submitted content or feedback

27. Termination

We may suspend, restrict, or terminate your access to Sondera if we believe you violated these Terms, misused our services, attempted unauthorized access, failed to pay subscription fees, or engaged in harmful conduct.

Termination may result in loss of access to membership content, account features, or other services.

28. Governing Law

These Terms are governed by the laws of United States, without regard to conflict of law principles.

Any disputes will be handled in the courts located in United States, unless applicable law requires otherwise.

29. Changes to These Terms

We may update these Terms from time to time.

The updated version will be posted on this page with a new “Last Updated” date.

Your continued use of Sondera after changes are posted means you accept the updated Terms.

30. Contact Information

For questions about these Terms, orders, membership access, returns, or support, contact us at:

Sondera
Email: info@shopsondera.co
Business Address: 9169 W State St #2354, Garden City ID 83714