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Billing questions, payments that did not arrive, and how to ask for your money back. A real person answers.
Billing questions, payments that did not arrive, and how to ask for your money back. A real person answers.
Asking for a refund
Purchases are not automatically refundable, and the Terms say so plainly. That is the default, not the end of the conversation: if something went wrong with a payment, ask us and we will look at it.
These are the situations we normally put right, and they are the options you will see on the form:
- I was charged more than once. The same purchase went through twice, or you paid twice for one thing.
- I paid but never got my Sparks or membership. The payment left your side and nothing arrived on your account.
- Something was broken and I could not use what I paid for. The service failed in a way that made the purchase useless to you.
- I bought this by mistake. Wrong bundle, wrong plan, or a purchase you did not mean to make. Tell us soon and we will usually sort it out.
- It was not what the page said it was. What you received did not match what you were told you were buying.
If none of those fit, pick Something else and tell us what happened in your own words. We would rather read an unusual request than have you not ask.
How to send one
Open the Billing tab in your profile and press Ask for a refund. Pick the purchase, pick what went wrong, add anything that helps, and send. The form lists purchases from the last 60 days; for anything older, email legal@untolds.chat and we will still look.
We reply in Messages, the same inbox the feedback button uses, and the status of every request you have filed shows on your billing page. Expect an answer within a couple of business days.
What we can actually do
Worth being straight with you about the mechanics, because it changes what we can offer. Payments settle to us in cryptocurrency, and a confirmed transfer cannot be reversed by us, by the payment processor, or by you. So when we agree a refund is owed, we will either send the money back or credit you the same value in Sparks, whichever is actually possible for that payment. We will tell you which one and why, rather than leaving you guessing.
A payment that did not arrive
Crypto confirmations take a few minutes, so a payment that shows as pending right after you sent it is usually just settling. Check your billing page again shortly.
If it still reads pending or expired well after you paid, send us the reference shown on the payment page and we will trace it. If your wallet fee made the payment land a little short, we usually credit it anyway.
Cancelling
Cancel from the Billing tab. It takes effect immediately, you keep access until the end of the period you have already paid for, and there is nothing to unsubscribe from: no card is stored and nothing renews on its own. Not paying for the next period ends it too.
Everything else
For account help, a problem with a chat, or anything not covered above, email , or use the feedback button in the app. For content reports, copyright, and data-protection requests, our legal hub lists the dedicated routes. To contest a decision we have made, see the Complaint Policy, which also lists the external bodies you can escalate to.