Refund Policy

1. The short version

Most purchases on NkemLove — Coins, Premium, gifts, and unlocking someone else's paid content — are final once they're used, for the same reason a phone call minute or a restaurant meal can't really be "returned" once it's happened. That said, we're not trying to hide behind that rule when something has genuinely gone wrong on our end, like a duplicate charge or a technical error. This page explains exactly where the line sits, so there are no surprises either way.

2. NkemLove Coins

Coins you purchase are added to your Wallet immediately after a successful payment. Once Coins have been spent — on a call, a gift, Instant Chat, or unlocking paid content — that transaction is final and the Coins are not refundable, because the service (the call, the message, the content) has already been delivered.

Unspent Coins still sitting in your Wallet may be eligible for a refund of the original purchase if you request it within [14 days] of the purchase and haven't used any part of that specific purchase yet. Contact support with your order details and we'll process it back to your original payment method.

The 50-Coin welcome bonus has no cash value and is not refundable or exchangeable, since it was never purchased.

3. Calls

Non-Premium calls are billed at 30 Coins per started minute, and this is shown clearly before you start a call. Because the service — the actual voice or video connection — has already been provided once a minute starts, per-minute call charges are not refundable except in the case of a verified technical failure entirely on our side (for example, if the app charged you for a call that never actually connected due to a platform error). If you experience a dropped or failed call you believe was charged incorrectly, contact support with the approximate time of the call and we'll review it.

4. Premium subscription

You can cancel your Premium subscription at any time from Settings, and cancellation stops future renewal — you keep Premium access through the end of the period you already paid for. We don't provide partial refunds for the unused portion of a current billing period when you cancel partway through, since access to Premium's benefits was available to you for that entire period regardless of how much you used it.

If you were charged for a Premium renewal you did not intend (for example, you believed you had already cancelled, or a technical issue on our end caused a duplicate charge), contact support within [14 days] of the charge and we'll investigate and issue a refund if the charge was made in error.

5. Gifts sent to other members

Gifts sent to another member during a call or in chat are delivered and credited to that member immediately, and are not refundable once sent, in the same way you couldn't ask a friend to return a gift you'd already handed them.

6. Unlocking paid content

When you pay to unlock a photo or video another member has shared as paid content, that purchase is final the moment the content is unlocked, since the content has been delivered to you and cannot be "returned." The one exception is if the content turns out to violate our platform rules (for example, if it was misrepresented, or if it violates our content policies) — in that case, contact support and we will investigate and may issue a refund and take action against the sender's account.

7. How to request a refund

Email support@nkemlove.com or use the Help Center inside the app, and include your account email, the approximate date and amount of the charge, and a short description of what happened. We review every request individually — we're not running this through a bot that auto-declines everything, and we'd genuinely rather fix a real mistake than lose your trust over a few dollars.

Approved refunds are returned to your original payment method (Stripe or PayPal) and typically take [5–10 business days] to appear, depending on your bank or card provider.

8. Chargebacks

If you believe a charge was made in error, please contact us directly first — most issues can be resolved faster this way than through a chargeback with your bank, and it avoids unnecessary fees and account holds on both sides. Filing a chargeback for a purchase you did in fact authorize and receive, without contacting us first, may result in a temporary restriction on your account while we investigate, consistent with standard fraud-prevention practice used across most subscription and marketplace platforms.

9. Quick reference: what is and isn’t refundable

Not refundable, once used: spent Coins, completed call minutes, gifts already sent, unlocked paid content, the welcome bonus, and the unused portion of a cancelled Premium subscription period. Potentially refundable, on request: unspent purchased Coins within the window described above, and any charge that resulted from a verified error or technical fault on our end, regardless of type.

10. Your local consumer rights

Nothing in this policy limits any statutory refund or cancellation right you may have under the consumer protection law of your own country, which can vary and, in some cases, may give you rights beyond what's described here. Where that law applies and conflicts with this policy, your local law takes precedence.