When you get your money back

1. The short version

• Your first payment for a paid plan is refunded in full if you ask within 7 days. No reason needed.
• Billing mistakes on our side are always refunded, whenever they happened.
• Plans do not renew, so there is nothing to cancel and nothing is charged again unless you pay again.
• Payments are in cryptocurrency, so refunds are sent to a wallet address you give us.
• To ask, email [email protected] with your Account ID.

2. The 7-day money-back window

If you are not happy with a paid plan, ask within 7 days of your first payment and we refund that payment in full, on a monthly or a yearly plan alike. You do not have to explain why.

This is offered once per person. If you buy a plan again later, that payment is not covered by the window, though everything in section 3 still applies.

3. Refunds for our mistakes

These are refunded whenever you report them, even if you have already used the money-back window:

• You paid twice for the same purchase by mistake, or sent more than the price.
• You paid and the plan was never switched on for your account.
• Your payment arrived short of the price, so the plan could not be switched on, and you would rather have it back than top it up.
• The paid features did not work for a large part of the period because of a fault on our side. Here we may refund the affected share of the payment instead of all of it.
• The payment was made from your wallet without your permission. We may ask for evidence of this.

4. What is not refunded

• Any payment after your first, or after the 7-day window, when you have simply changed your mind.
• The unused part of a period you stop using. The plan stays active until the time you paid for runs out.
• A payment sent to the wrong address, in the wrong coin or on the wrong network, or after the checkout page's timer ran out, where NOWPayments cannot recover it. Blockchain payments cannot be reversed.
• Not finding a match, or waiting longer than you hoped. A paid plan changes what you can do; it does not guarantee that someone is online, or how quickly you meet them.
• A match who does not fit your filter. The gender and country filters rely on what each person says about themselves, and we cannot verify it. The country filter is also a preference, not a guarantee: when nobody from the chosen country is looking, you are matched with someone from elsewhere.
• A plan that ended because the account was blocked for breaking the terms or the community guidelines.
• Problems caused by your own device, browser, camera or internet connection.

5. How to ask for a refund

Email [email protected] and include:

• Your Account ID. Follow that link to open your profile, where the ID is listed with a Copy button. It appears once your account is saved with Google, which every paid account is.
• The date and amount of the payment, and the coin you paid with.
• The wallet address the refund should go to, for that same coin and network.
• For anything in section 3, a line about what went wrong.

A request counts as made on the day you send it, even if our reply comes later. We answer within 3 business days.

6. How the refund reaches you

Blockchain payments cannot be pulled back, so we send a refund as a new payment, in the coin you paid with, to the wallet address you give us. It is worth the US dollar amount you paid, converted at the rate on the day we send it. Please check the address carefully: a refund sent to the address you gave cannot be recovered. Once we approve a refund we send it within 3 business days. When a payment is refunded in full, the time it bought is taken off your plan straight away.

7. Disputes

If something went wrong with a payment, please write to us. A person reads every message, and it is the fastest way to put it right. While a dispute about a payment is open, the paid plan may be paused.

8. Your legal rights

This policy is in addition to the rights the law gives you where you live, and takes none of them away. If consumer law in your country gives you a longer period or a wider right to a refund, that is what applies.

9. Changes

We may update this policy. The date at the top shows the latest version, and a payment is covered by the version that was in force when it was made.