Template notice for the site owner — delete before publishing. This policy is a comprehensive starting point drafted for a live video platform. Replace every [bracketed] placeholder and have it reviewed by a lawyer qualified in your operating jurisdiction.
This policy explains when a Frendz Live purchase can be refunded, when it cannot, and exactly how to ask. We have tried to write it in plain language rather than hide the answer in a paragraph of qualifications.
The short version: virtual items are digital goods delivered instantly, so they are generally non-refundable once delivered. We do refund duplicate charges, failed deliveries, verified unauthorised transactions, and confirmed technical faults on our side.
What this policy covers
It covers purchases of virtual items (coins, gifts and similar in-app goods) and any subscription features offered inside the Frendz Live app.
It does not cover host earnings or payouts — those are dealt with in section “Host earnings and payouts” below and in the Terms & Conditions.
Digital goods are delivered instantly
When you buy coins or another virtual item, it is credited to your account immediately and is available to use at once. Because delivery is instant and the item is consumable, the purchase is treated as fully performed on delivery, and the statutory cooling-off period that applies to some distance sales does not apply once you have started using the item.
Where you are a consumer in a jurisdiction that grants a withdrawal right for digital content, you expressly consent at checkout to immediate delivery and acknowledge that you lose that withdrawal right once delivery begins. Your other statutory rights are unaffected — see “Your statutory rights”.
When we will refund
| Situation | What we do | Evidence we need |
|---|---|---|
| Duplicate charge for the same order | Full refund of the duplicate | Both transaction IDs |
| You were charged but the items were never credited | We credit the items, or refund in full if you prefer | Transaction ID and date |
| A verified technical fault on our side consumed your items | We restore the items, or refund the affected amount | Approximate time and description |
| Unauthorised transaction on your account | Full refund after investigation, and account secured | Report within 30 days; we may ask for verification |
| We terminate your account without cause | Refund of the unused balance | None — we calculate it |
| A price or promotional error on our part | Refund of the difference | Transaction ID |
When we will not refund
- Virtual items that have already been spent, sent as gifts, or otherwise consumed.
- Change of mind, buyer’s remorse, or a purchase you no longer want.
- Dissatisfaction with another user, a host, a stream or a conversation.
- Purchases made by someone else using your unlocked device or your shared credentials, where you did not report the loss of control promptly.
- Accounts terminated for breach of the Terms & Conditions or the community guidelines. Unspent balances on such accounts are forfeited.
- Losses caused by your own device, operating system or network — for example a call dropped because your connection failed.
- Requests made more than [30 days] after the transaction date, unless local law requires otherwise.
- Repeated refund requests that show a pattern of abuse.
Purchases made through Google Play or the App Store
This matters, because it decides who you should ask.
If you bought through Google Play or the Apple App Store, the store is the merchant of record. Their refund rules and time limits govern the transaction, and only they can reverse the charge.
- Google Play: request a refund at play.google.com/store/account/orderhistory, or through the Play Store app under Payments & subscriptions.
- Apple: request a refund at reportaproblem.apple.com, or via Settings on your device.
Tell us as well at billing@frendzlive.com and we will support your request with the store where the circumstances fall within “When we will refund” above.
How to request a refund
- Email billing@frendzlive.com from the email address on your account.
- Include: your Frendz Live username or user ID, the transaction ID or order number, the date and amount, the payment method, and a short description of the problem.
- Attach a screenshot of the charge if you have one.
We acknowledge within 2 working days and decide within [7 working days]. If we need more information we will ask once, clearly, rather than in a chain of replies.
How refunds are paid
- Approved refunds go back to the original payment method. We cannot redirect a refund to a different card, wallet or account.
- Once approved, funds typically reach you in 5–10 working days, depending on your bank or card issuer. Store-processed refunds follow the store’s own timeline.
- Refunds are issued in the original currency. Any difference caused by exchange-rate movement or your bank’s fees is outside our control.
- When a purchase is refunded, the corresponding virtual items are removed from your account. If they have already been spent, the refund may be reduced accordingly or declined.
Chargebacks
Please contact us before raising a chargeback with your bank — it is almost always faster, and we can usually resolve it the same week.
Where a chargeback is raised, we suspend the account while the case is open and provide the payment network with transaction and usage evidence. Accounts with chargebacks found to be illegitimate may be permanently terminated and the balance forfeited.
Host earnings and payouts
Host earnings are not purchases and are not covered by the refund process above.
- Earnings are calculated daily from qualifying activity and shown in the Host App dashboard.
- Payouts are made to the verified payout method on file, subject to the published minimum threshold and settlement schedule.
- A payout that fails because of incorrect account details is returned to your balance and can be re-issued once corrected. Bank charges for a failed transfer may be deducted.
- Earnings arising from fraud, self-gifting, bot activity, chargeback abuse or guideline breaches may be withheld, reversed or forfeited.
- Disputes about a settlement statement must be raised within [30 days] of the statement date, to hosts@frendzlive.com.
Your statutory rights
Nothing in this policy limits any right you have under mandatory consumer protection law in your country of residence, including rights relating to goods or services that are faulty, not as described, or not supplied with reasonable care and skill. Where local law gives you a stronger right than this policy, the law applies.
Contact
Billing and refunds: billing@frendzlive.com
Host payouts: hosts@frendzlive.com
Everything else: contact page