Refund Policy

First and foremost, let us thank you for using our Services. Nothing makes us happier than a happy Member, and as such we promise to do our best to deliver an amazing customer experience. We did our best to make our Refund Policy as friendly as possible.

If you have a need to consider refund, please read this Policy carefully. But before you continue reading this Policy, we would like to draw your attention and remind you the following.

We are NOT a marriage agency, but only a platform for communication where you may use the Services to submit and receive text, photos, videos, video-chats, pictures, graphics, messages and other content, data or information of any kind, which may be communicated among Members via tools and features of the Services. 

We DO NOT provide the services of searching for a wife, assistance in creating a family, organization of personal meetings with women, organization of personal communication and relations outside the Site. 
You are solely responsible for, and assume all liability regarding your interactions and communications with Members through the Services and all possible consequences or outcomes of such interactions and communications. While using the Services you communicate with real people therefore you assume and accept a possibility of being insulted, cheated, humiliated or otherwise. We are NOT responsible for the Members’ behavior both online and offline, including the refusal to communicate with other Member, detection of the fact that any Member is married, or in a relationship, or is not whom s/he pretends to be.
You understand that we make NO guarantees, either express or implied, regarding your ultimate compatibility with the individuals you meet through the Site and Services.
THUS, we provide NO refunds by reason of not meeting your expectations while using the Site or dissatisfaction with communication and/or anticipated outcome of communication with any Member of the Site. We insist that you read our Terms and Conditions of Service again for full and comprehensive understanding of the Services nature.                          
EXCEPT AS EXPRESSLY stated in this Refund Policy and Terms and Conditions of Service, fees paid, Credits purchased and Credits spent are NOT REFUNDABLE.
However, always keep in mind that we may provide exceptional refunds not outlined in this Policy at our sole and absolute discretion depending on the situation and the circumstances.
TO HANDLE YOUR REQUEST FOR REFUND EASILY, firstly, you should look through Sections 1 and 2 of this Policy in order to find out whether you have grounds for refund and the type of refund you are entitled to (guaranteed or voluntary, money or Credits refund). Once done, please see Section 3 for conversion rate if you are entitled to money refund against Credits and check whether you have observed TIME LIMITS for such request provided in Section 4 of the Policy. Finally, explore Section 5 to find out what a Request for Refund must contain and read the example we provide for your convenience.    

1.    GUARANTEED REFUNDS

1.1. Money Refund upon Cancellation

Money refund will only be made where you want to cancel any of your Credits purchase within fourteen (14) days of your payment to us. 

The following criteria will then be used to determine the validity and amount of such refund:

If you have not redeemed any amount of Credits for the Services, we will refund your fees paid for Credits in full.
If you redeemed any amount of Credits for the Services, we will provide a refund for unused Credits in the amount calculated according to Section 3 Credits Conversion Rate of this Policy.

1.2. Other Money Refund

We will refund your fees paid for Credits in full if:
(a) there was a duplicate payment;
(b) the transaction was not authorised by you if confirmed by our internal investigation.

1.2. Credits Refund

We shall refund the full amount of Credits spent by you back to your account in the following cases:
(a)    ordered Gift delivery has been cancelled; 
(b)    your request for personal contact details of a Member sent through our Site has been declined by the Member;
(c)    we have not provided the Services that you paid for due to a Technical Issue*.
*Technical Issue - an event or a series of events that take place on our side, as Service provider, for a short or substantial period of time which caused defective Services provision, such as technical problems with online chat, sending letters, video streaming, gifts delivery or other.

2.    VOLUNTARY REFUNDS

Please note that any and all voluntary refunds are not guaranteed and provided by us at our sole and absolute discretion on case by case basis.

2.1. Money Refund upon Your Termination or Termination by Us

If you applied for account termination, we may refund you the value of any unused Credits for which you have previously paid.
If your account or access to the Services is terminated by us for no reason or if we discontinue availability of some or all of the Services, you may be refunded the value of any unused Credits for which you have previously paid.

For the purpose of this Section the amount of refund shall be calculated according to Section 3 Credits Conversion Rate of this Policy.

We NEVER provide a refund to you if your account is terminated by reason of violation of our Terms and Conditions of Service.

2.2. Credits Refund

We may refund the Credits spent by you back to your Member’s account if you find the provided Services to be deficient but not more than 50 Credits in total per single reported issue. 

*Deficiency of the Services - service of improper quality (for example, bad quality of communication translation, Live Video Chat of poor video quality, etc.)

3. CREDITS CONVERSION RATE
 
If we decide to provide a refund to you according to Section 2 Voluntary Refunds, the amount shall be calculated according to our conversion rate of USD or EUR 0.4 per one (1) Credit. If you purchased Credits both in USD and EUR, you will receive a refund in the currency of your last transaction.
 
4. TIME LIMIT FOR REFUND REQUEST
 
Any Request for Refund, either in Credits or money, shall be submitted not later than fourteen (14) days following the occurrence of reason for refund request. For refunds pursuant to the first paragraph of Section 2.1. of this Policy Refund Requests shall be submitted within one hundred and eighty (180) days following any purchase of Credits. If you fail to comply with the said time limit, your Request for Refund shall not be honored and no refund may be provided.
 
5. REFUND PROCEDURE

If you believe that you are entitled to refund, please send a Request for Refund to our authorized support e-mail: [email protected]

Request for Refund shall contain all of the following:
(a)    date of the request;
(b)    precise formulation of all reasons for respective request;
(c)    your name and a copy of your registration details;
(d)    relevant information and any supporting evidence where applicable;
(e)    female User ID(s) if your request induced by inappropriate activity of such User(s).

Our support may request any additional information if we reasonably believe that you submitted insufficient evidences in your Request for Refund.

All the provided information in Request for Refund shall be true and correct. Otherwise, the request shall be presumed false and, therefore, dismissed.

We shall process your Request for Refund as soon as possible, but be advised that we are entitled for a ten (10) business days period to review your request.

In the event of a refund you agree that you may receive the money by bank transfer or Paypal.
EXAMPLE: you purchased 250 Credits for EUR 112. After 10 days of purchase date you redeemed 20 Credits for viewing a video clip. Remaining balance is 230 Credits. 10 days later you decided to terminate your account and request a refund. In such case, according to Section 2.1. of this Policy you are entitled to apply for voluntary refund. Further, you go to Section 3 to calculate conversion rate for your remaining balance, which would be 230 x 0.4 = EUR 92. After that you check time limits according Section 4. In our case, it is one hundred and eighty (180) days following any purchase of Credits. Taking into consideration that only 20 days passed since the date of Credits purchase, you may file a Request for Refund to our support at [email protected] In your Request for Refund you must indicate (a) date of the request (Request for Refund dated ***); (b) precise formulation of all reasons  for respective request (termination of account); (c)  your name and a copy of your registration details (your name and account number ID). Should your Request for Refund be approved by us, you will receive a refund of EUR 92 to your bank card or PayPal depending on your choice.

6. IMPORTANT NOTICE

You shall ALWAYS FIRST apply for a refund to us BEFORE applying to your bank, card issuer or payment service provider for a chargeback.

Should you in bad faith apply to your bank, card issuer or payment service provider for a chargeback without first following our Refund Policy, we may be entitled to bring legal action against you to recover from you any resulting losses that we may suffer as provided in our Terms and Conditions of Service.

In case of conflict between this Refund Policy and our Terms and Conditions of Service, Terms and Conditions of Service will prevail.

Last updated on: November 22nd, 2018

 

 
 
 
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