Refund & Cancellation Policy
Overview
This page explains how subscriptions are billed, how you can cancel, and when you may be eligible for a refund. We want billing to be transparent — no surprises.
How Subscriptions Are Billed
When you purchase a Premium plan (Gold or Platinum, in 1 / 3 / 6 / 12-month durations), the full amount is charged once at the time of purchase. The plan is valid for the duration you select.
No automatic renewal (website purchases): subscriptions purchased on our website do not auto-renew. When the period ends, your account returns to the free tier. You decide whether to renew — no further charges occur without your explicit action.
Apple App Store purchases: subscriptions bought through the Apple App Store are auto-renewable. They renew automatically and are billed by Apple until you turn off auto-renewal, which you manage in the App Store settings on your device — not from this website. Refunds for App Store purchases are requested from and handled by Apple under their terms.
Cancelling Your Subscription
If you subscribed on our website, there is no auto-renewal, so there is nothing recurring to cancel — your premium access stays active until the end of the period you paid for. If you subscribed through the Apple App Store, you can turn off auto-renewal at any time in the App Store settings on your device. If you wish to stop using the service entirely, you can delete your account from your profile settings at any time.
Refund Eligibility
We follow consumer protection rules including the EU Consumer Rights Directive (where applicable to UK consumers post-Brexit). The following cases may qualify for a refund:
- 14-day cooling-off period (EU/UK consumers): If you have not actively used premium features (no messages sent, no profile boost used, no premium-only browsing), you may request a full refund within 14 days of purchase.
- Duplicate or accidental charge: If you were charged twice for the same plan, the duplicate charge is refunded immediately upon verification.
- Technical failure: If a system error prevented you from receiving the premium features you paid for, we will either fix the issue or refund the relevant period.
- Account banned by us: If we ban your account due to a moderation decision and you had unused premium time remaining, refunds are at our sole discretion based on the reason for the ban.
Cases That Are Not Eligible for Refund
- You actively used premium features (messaging, boosts, super-likes, premium-only filters) within the cooling-off period — this is treated as service consumption.
- You changed your mind after the 14-day cooling-off period.
- Your account was banned for violating our Terms of Service (harassment, fraud, fake profiles, illegal content).
- You did not meet someone or your matches did not respond — outcomes are not guaranteed.
- Virtual goods that have already been spent (gifts sent, boosts activated, points consumed).
How to Request a Refund
Send a refund request through our contact form with:
- The email address used for your account
- The transaction ID or approximate purchase date
- The reason for your refund request
We aim to review and respond within 5 business days. Approved refunds are processed back to the original payment method within 5–10 business days, depending on your bank or card issuer.
Chargebacks
If you believe a charge is unauthorized, please contact us before filing a chargeback with your bank. We can usually resolve issues directly and faster. Chargebacks filed without prior contact may result in account suspension while we investigate, and may complicate future use of the service.
Payment Processing
Card payments are processed by Stripe (a PCI-DSS Level 1 certified payment processor) with 3D Secure (Strong Customer Authentication). We never store your full card details on our servers. Refunds are issued through the same processor.
Changes to This Policy
We may update this policy from time to time. Material changes will be communicated via email and shown on this page with the effective date.
Operating Company
This service is operated by Defne Studio Ltd, a private limited company registered in England and Wales under company number 17176367.
Registered Office:
Suite 10772, 5 Brayford Square
London, United Kingdom, E1 0SG