Support

Effective Date: June 1, 2026
Version: 1.0.0

What this is

How to reach DarkHorse for help, billing questions, privacy requests, legal matters, and copyright notices. Each address routes to the right place. Use the right one and you'll get a faster answer.

What you should know first

Response time: within 24 hours for most inquiries, typically much faster
Service credits are available for outages over 24 hours
We don't have a phone line for general support — email is the fastest path to a real answer
For active billing disputes, contact us before initiating a chargeback

Contact Directory

Purpose	Email	Typical Response
General support — questions, account help, technical issues	support@darkhorse.codes	< 24 hours
Billing — charges, refunds, invoice questions	billing@darkhorse.codes	< 24 hours
Privacy — GDPR/CCPA requests, data access, deletion	privacy@darkhorse.codes	< 14 days (statutory)
Legal — contract questions, formal correspondence	legal@darkhorse.codes	< 5 business days
DMCA notices — copyright takedown notices	dmca@darkhorse.codes	< 24 hours
Arbitration opt-out — if you want to opt out of arbitration	optout@darkhorse.codes	confirmed within 7 days
Custom Build inquiries — hire us for bespoke work	hello@darkhorse.codes	< 3 business days

Common Questions

How do I cancel my subscription?

Three paths:

Stripe Customer Portal — fastest. Use the link in your welcome email or any billing receipt.
Email — send to support@darkhorse.codes from the email address on your account.
Reply to any DarkHorse email — we'll route it.

Cancellation takes effect at the end of your current billing period. You keep access until then.

Can I get a refund?

No. We don't issue refunds for partial periods, unused time, or content you didn't watch. We keep pricing low specifically because we don't carry the operational cost of refund processing.

Exceptions:

Service credits — if we caused an outage over 24 hours and you contact us within 30 days, we may issue a credit applied to future billing.
Pro-rated refund — if we terminate the Service without cause (e.g., discontinuation), we pro-rate the unused portion within 14 days.
Legitimate billing errors — contact billing@darkhorse.codes first; we'll investigate within 5 business days.

For full terms, see Terms of Service and DarkHorse Media Terms.

I want my data deleted.

Email privacy@darkhorse.codes from the email on your account. We confirm receipt within 48 hours and complete the deletion within 14 days, subject to data we're legally required to retain (billing records, DMCA logs).

See Privacy Policy for what gets deleted and what gets kept.

Something is broken / I can't access the Service.

Email support@darkhorse.codes with:

Your email address (so we can locate your account)
What you were trying to do
What error you saw (a screenshot helps)
What device/browser/app you used

We respond within 24 hours, often within an hour during US business hours.

For confirmed outages over 24 hours, you may be eligible for a service credit — just mention it in your initial email.

I got a DMCA notice. What now?

If you received a DMCA notice from us about content accessed through your account, see our DMCA Policy for the full procedure, including your right to file a counter-notification.

The quick version:

A specific file was removed; alternatives may still be available
After 3 valid notices on your account, the account is terminated
If you believe the notice was wrong, email dmca@darkhorse.codes with subject DMCA Counter-Notification

I want to send a DMCA notice to DarkHorse.

Email dmca@darkhorse.codes with the elements required under 17 U.S.C. § 512(c)(3)(A). See our DMCA Policy for full details.

My payment failed.

Stripe will retry your card automatically up to 3 times over 7 days. If all retries fail, your account is suspended (not terminated). Update your card via the Stripe Customer Portal to restore access.

If you suspect a billing error, contact billing@darkhorse.codes — don't chargeback. Chargebacks for charges you authorized are a breach of our Terms.

Can you build something custom for me?

Yes. Email hello@darkhorse.codes with a description of what you need. We'll respond within 3 business days with either a discussion request or a referral if it's outside our scope.

Custom Builds are governed by a separate Statement of Work signed by both parties. See Terms of Service §6.4 and §11.3 for default IP and termination terms.

DarkHorse Media is invitation-only. Sharing credentials with non-household parties violates the DarkHorse Media Terms §3.5 and may terminate your account.

If you want to invite a friend or family member, refer them to us — they get an invitation directly. Email support@darkhorse.codes to request invitations for specific people.

Email legal@darkhorse.codes with the subject Abuse Report and details. We investigate all reports promptly. Where appropriate, we terminate offending accounts.

Is DarkHorse available outside the US?

Yes. The Service is accessible globally. For EU residents, GDPR rights apply. For California residents, CCPA-equivalent rights apply. See Privacy Policy for region-specific details.

Our terms specify Ohio governing law for any disputes — by using the Service, Subscribers from other jurisdictions accept this.

Service Status

For real-time status of DarkHorse services, visit https://status.darkhorse.codes. The status page is the authoritative source for known issues, recent incidents, and ongoing maintenance windows.

If the Service is unreachable AND the status page does not show an active incident, email support@darkhorse.codes with a description.

Terms of Service — darkhorse.codes/terms
DarkHorse Media Terms — darkhorse.codes/media-terms
Privacy Policy — darkhorse.codes/privacy
DMCA Policy — darkhorse.codes/dmca

Version History

v1.0.0 — June 1, 2026 — Initial publication