1. General refund policy
ChatFeel is developed by CF Technology Group Ltd, 128 City Road, London, EC1V 2NX, United Kingdom. Contact us at [email protected] for purchase or billing inquiries.
Our core services consist of real-time social interaction features, including audio rooms, video live features, messages, virtual gifts, VIP status, and moments. Unless required by applicable law or specific payment platform terms, all digital purchases made inside the ChatFeel application or website are final and non-refundable.
2. Apple App Store and Google Play purchases
Most transactions inside the ChatFeel app are processed via Apple App Store or Google Play Store payment systems. As a result:
- Refund requests for these purchases are subject to the policies, terms, and systems of Apple or Google.
- To request a refund, you must submit a claim directly through your respective app store account (e.g., Apple's "Report a Problem" portal or Google Play's refund request page).
- We cannot directly approve, process, or issue refunds for transactions billed and collected by Apple or Google.
3. Non-refundable digital items
Except as expressly provided otherwise by local law or platform rules, the following items are strictly non-refundable:
- Consumed virtual items: Virtual coins, diamonds, or other balances that have been spent or used.
- Sent gifts: Any virtual gifts or diamonds sent to hosts, creators, or other users in rooms or private messages.
- VIP and digital benefits: Completed or partially used VIP subscriptions, entrance effects, profile badges, levels, avatar frames, or other premium features.
- Creator support: Completed transactions supporting creator programs, host programs, or agency operations.
4. Failed delivery of purchases
If you made a successful purchase, your account was debited, and you did not receive your virtual items or coins within 24 hours, you may request assistance. Please contact our support team at [email protected] with the following details:
- Your ChatFeel ID.
- The order ID, transaction ID, or Google/Apple payment receipt.
- The date, time, and exact amount of the purchase.
- Screenshots of the receipt and your in-app wallet transaction history showing the missing coins/items.
Upon verification, we will add the missing items to your account or work with you to resolve the delivery failure.
5. Chargebacks, abuse, and enforcement
We work to maintain a safe, fair, and secure environment for all users. We enforce strict policies against payment abuse:
- Chargeback abuse: Initiating fraudulent chargebacks, friendly fraud, or payment disputes to get free virtual coins or diamonds is strictly prohibited.
- Off-platform trading: Buying or selling virtual coins, diamonds, or accounts outside official ChatFeel channels is a violation of our terms. We do not refund transactions connected to unauthorized third-party sellers.
- Account restriction: If you initiate a chargeback or dispute for a legitimate transaction, we reserve the right to freeze your coin/diamond balance, suspend your virtual wallet, or permanently terminate your ChatFeel account.
6. Statutory rights (EU/UK right of withdrawal)
If you are located in the European Union or the United Kingdom, you have a statutory right to withdraw from certain digital purchases within 14 days of the transaction. However:
- For digital content (like virtual coins, diamonds, or immediate VIP benefits), you explicitly agree that by making a purchase, delivery begins immediately.
- You acknowledge that once the digital content is delivered to your account, you lose your statutory 14-day right of withdrawal.
- For digital services, you agree that your right of withdrawal is lost once the service is fully performed.