- Consumable digital items (e.g., coins, gifts) are generally non-refundable once delivered or used. We’ll make exceptions for technical errors, unauthorized use, and duplicate charges.
- Subscriptions can be canceled at any time; refunds for past billing periods are limited. Region-specific consumer withdrawal rights may apply.
- Purchases through Apple App Store or Google Play are governed by those stores’ refund processes.
- We refund to the original payment method only. Processing times depend on your bank/card/wallet provider.
- We take fraud and chargeback abuse seriously and may place account or payout holds when necessary.
1) Scope and Definitions
- Purchases covered: virtual currency (“Coins”), gifts/tips, paid subscriptions/memberships, and any web checkout.
- Not covered: physical merchandise sold by creators or third parties (see Section 9), off-platform purchases, and taxes/fees the law prevents us from refunding.
- Key terms:
- Consumable digital goods: items that are used once (e.g., coins spent on gifts).
- Subscription: recurring plan (monthly/annual) for premium features or creator memberships.
- Unauthorized transaction: payment made without the account holder’s permission.
2) Where You Purchased Matters
- Apple App Store (iOS/iPadOS/macOS): All refunds are handled by Apple. Submit through reportaproblem.apple.com. Apple’s decision controls; we cannot override it.
- Google Play (Android): You may request a refund via Google Play within 48 hours (support.google.com/googleplay). After 48 hours, contact Coco -Live Stream & Video Chat Support; outcomes depend on usage and circumstances.
- Web or direct payment: Contact Coco -Live Stream & Video Chat Support or email support@coconut.tv. Include your order ID, receipt, account ID, purchase date/time, and reason.
3) Summary by Product Type
| Product/Feature | Examples | Standard Refund Rule | Common Exceptions |
|---|---|---|---|
| Virtual Currency (Coins) | Coin packs | All sales final once any amount is used. Unused coins refundable within 14 days at our discretion. | Duplicate charge; failed delivery; unauthorized purchase; regional cooling-off rights. |
| Gifts/Tips | Stickers, animations, donations to creators | Non-refundable after delivery to a recipient. | Technical failure (gift not delivered); proven fraud/compromise; duplicate charge. |
| Subscriptions/Memberships | Channel membership, premium features | Cancel anytime; access continues until end of term. Past periods not refunded. | EU/UK withdrawal rights; accidental duplicate subscriptions; service failure; unlawful or unauthorized charges. |
4) Eligibility for Refunds
You may be eligible when:
- Duplicate or erroneous charges: multiple identical payments; incorrect amount charged.
- Unauthorized or fraudulent transactions: account compromise, child/minor purchases without consent. We may require proof and may disable items gained.
- Failed delivery or technical issues: coins not credited, gifts not delivered, PPV access never granted, or persistent playback failure after troubleshooting.
- Subscriptions:
- Cancellation: stops future billing; no refund for elapsed periods.
- Accidental duplicate subscriptions: refund one duplicate.
- EU/EEA/UK withdrawal rights: see Section 10.
- Regional cooling-off rights: honored where required by law (see Section 10).
Time limits: Submit requests promptly. In general, we require claims within 14 days of purchase (or within any longer period mandated by local law). Unauthorized/fraud claims should be submitted as soon as discovered; processor limits may apply beyond 120–180 days.
5) Non-Refundable Cases
- Change of mind or dissatisfaction without a demonstrable product issue.
- Consumable items already used (e.g., coins spent on gifts) unless due to technical errors or fraud.
- Gifts/tips already delivered to creators (absent technical failure or fraud).
- Subscriptions for periods already used; mid-cycle cancellations are not retroactive.
- Violations of our policies resulting in suspension/ban; fees and past purchases are not refunded.
- Taxes or fees where law prohibits refunding.
- Price drops or promotional discounts after your purchase.
6) Subscriptions: Cancellation, Billing, and Refunds
- Manage your subscription:
- Apple App Store: manage via device Settings > Apple ID > Subscriptions.
- Google Play: manage via Play Store > Payments & Subscriptions.
- Renewal and cancellation:
- Recurs automatically each term until canceled.
- Cancel anytime; access remains until end of current term.
- No retroactive refunds for elapsed time, except where required by law.
- Price changes:
- We’ll notify you in advance where required. Continued use after the effective date constitutes acceptance. Cancel before renewal to avoid new price.
7) Virtual Currency, Gifts, and Negative Balances
- Coins:
- We refund to the original payment method for unused coins only. If some coins are used, only the unused portion may be refundable.
- If a coin purchase is refunded after coins were spent, your account may show a negative coin balance; we may reverse gifts sent, restrict features, or recover amounts from future deposits.
- Gifts and tips:
- Delivery is immediate and generally final.
- If a gift fails to render or credit, we will redeliver or refund/credit at our discretion.
- Anti-abuse:
- We monitor unusual refund patterns. Abuse may lead to account suspension, feature limits, or device bans.
8) Events and Service Credits
- If we cancel an event or a platform-wide outage prevents access for a material portion of the event, we will issue a refund or service credit (coins/credits) at our discretion.
- Service credits are not cash, non-transferable, and may have an expiration date; they can be applied to future in-app purchases.
9) Region-Specific Rights (Cooling-Off/Withdrawal)
We honor mandatory consumer rights, including:
- EU/EEA and UK: 14-day right of withdrawal for online purchases. Exceptions apply for digital content/services once performance begins with your express consent and acknowledgment that you lose the right to withdraw. For subscriptions, you may owe for the portion used before withdrawal.
- Where local law provides a cooling-off period (e.g., certain jurisdictions including Brazil and South Korea), we will apply it consistent with legal exceptions for digital content, immediate supply, and consumable goods.
- If your local law grants broader rights than this policy, your local law prevails.
10) How to Request a Refund
Include whenever possible: order ID/transaction ID, platform (Apple/Google/Web), purchase date/time, product type, amount, and reason. Attach screenshots or receipts.
- Apple App Store: reportaproblem.apple.com (search “Request a refund” and follow prompts).
- Google Play: support.google.com/googleplay (select “Request a refund”). If beyond Google’s window, contact Coco -Live Stream & Video Chat Support.
- Web/direct: submit via email support@coconut.tv.
We’ll acknowledge within 48 hours and aim to resolve within 7–14 days. Complex fraud reviews or law-enforcement holds may take longer.
11) Processing and Methods
- Refunds are issued to the original payment method only. We cannot refund to a different card, wallet, or bank.
- Processing times after approval:
- Cards: 5–10 business days (may vary by issuer).
- Wallets/bank transfers: 3–10 business days.
- Apple/Google: per store timelines.
- Currency and exchange: You may see differences due to FX rates or bank fees. We refund the amount received in your local currency as processed.
- Taxes/VAT/GST: Refunded where legally permitted and supported by the marketplace/payment processor.
12) Unauthorized Purchases and Account Security
- If you suspect unauthorized use:
- Change your password and enable two-factor authentication immediately.
- Revoke access for unknown devices and third-party apps.
- Contact your payment provider.
- Submit a refund/fraud report with evidence (e.g., police report, device compromise proof) if requested.
- For minor/child purchases without consent, we may require proof of guardianship. Items and benefits granted may be removed upon refund.
13) Chargebacks and Disputes
- If you file a chargeback, the transaction and related benefits may be reversed. Your account may be suspended pending resolution, and creator payouts may be placed on hold.
- Repeated, unfounded chargebacks may result in permanent account or device bans.
- We reserve the right to recover costs and deduct chargebacks from creator earnings tied to refunded transactions.
14) Creators and Payout Adjustments
- When a viewer refund reverses gifts/PPV/subscription revenue, associated creator earnings will be adjusted. If payouts have already occurred, we may deduct from future payouts or place a negative balance on the creator account.
- High refund rates may trigger additional review, limits on monetization features, or compliance checks (e.g., KYC/AML).
15) Data, Privacy, and Security
- We collect and process transaction data to prevent fraud and to fulfill refunds. Data is handled per our Privacy Policy, with encryption, access controls, and audit logs.
- We may require identity verification for high-risk or large refund requests.
16) Abuse, Compliance, and Exceptions
- We may decline refund requests that show indicators of abuse, collusion, or violation of our Terms or Content Monitoring Policy.
- We may grant exceptions for good faith users in hardship situations or where required by law.
17) Changes to This Policy
- We may update this policy; material changes will be announced in-app or on our Help Center with reasonable notice.
- Continued use after changes take effect constitutes acceptance.
18) Contact and Escalation
- Refund requests via email support@coconut.tv
- Duplicate coin pack: Approved refund; ensure one pack remains; reverse negative balances if applicable.
- Event canceled by host: Automatic full refund or credit within 72 hours.
- Unused subscription just renewed: Typically no refund; exception in EU/UK within 14 days (minus used portion) or if renewal was a clear mistake and there’s no usage.
- Unauthorized child purchase on Android: Refund via Google within 48 hours; after that, contact Support with proof of guardianship; we remove granted items and secure the account.
- Gift delivered, viewer banned for hate speech: No refund for policy-violation bans.
Creator-Facing Summary (surface in Help Center)
- Do: clearly describe event times and benefits; start on schedule; deliver promised content; manage outages proactively; keep refund rates low.
- Don’t: promise perks you cannot deliver; encourage refund or chargeback abuse; evade payout adjustments for refunds.
Implementation Notes (engineering/support)
- Store granular usage signals per transaction to support eligibility decisions (delivery states, time watched, gift delivery receipts).
- Tag marketplace source (Apple/Google/Web) to route correctly.
- Provide self-serve views: receipts, usage, and refund request entry points.
- Track metrics: refund rates by product, approval/denial reasons, SLA compliance, and chargeback ratios.
By using Coco -Live Stream & Video Chat and making a purchase, you agree to this Refund and Cancellation Policy and any applicable marketplace rules. Where local consumer laws provide additional rights, those rights will be respected.