Payments and credit refunds
Proposed policy · not yet effective
This is a proposed policy for review. The legal operator, contact channel and effective date must be added before adoption.
Unused purchases · proposed window
We propose allowing a refund request within seven calendar days of purchase when none of the purchased credits have been used. This proposed window does not override any mandatory consumer rights or remedies for defective service.
Used credits and payment errors
Used credits would ordinarily be excluded from discretionary refunds. Duplicate charges, incorrect charges and service failures should be reviewed separately, with a full or partial refund where appropriate or legally required. Promotional credits have no separate cash refund value.
Submitting a request
The proposed request should include the account email, purchase reference, date and reason. Never send passwords or full card details. The support address is awaiting confirmation; this page does not currently submit refund requests.
Review and payment timing
Proposed service target: review requests within five business days. Approved refunds should return through the original payment method where supported. Bank and payment-provider processing times vary; no guaranteed arrival date is promised.
What happens to credits?
When a payment refund is verified, the corresponding share of purchased credits is reversed. If those credits have already been spent, the balance can become negative. This describes payment processing, not eligibility for a refund.