This policy explains when WakaCircle issues refunds and how to dispute a charge. It applies to all paid features: coin packs, digital gifts, premium rentals, VIP memberships, and creator subscriptions.
1. Coin purchases
Coins are a virtual currency used inside WakaCircle and have no cash value. Coin purchases are generally non-refundable once the coins are credited to your wallet, except in the cases listed in §6 (failed transactions) and §7 (unauthorized payments), or where mandatory consumer law in your country requires otherwise (for example, the EU 14-day cooling-off right where the digital content has not yet been used).
2. Digital gifts
Gifts sent inside live rooms, profiles, posts, or chats are final and non-refundable once delivered to the recipient. The transaction is recorded on the wallet ledger and credited to the receiving creator's earnings (net of platform fee). We cannot reverse a delivered gift.
3. Premium rentals & cosmetics
Premium Store items (avatar frames, chat bubbles, profile cards, entrance effects, guardians, room themes, etc.) are time-limited rentals. Once activated, they are non-refundable. If an item fails to activate due to a platform error, contact support within 7 days for credit or replacement.
4. VIP membership & subscriptions
VIP and creator subscriptions are billed in advance for the chosen period. You can cancel at any time from Settings → Premium → My VIP — your benefits remain active until the end of the current billing period and we do not refund the unused portion, except where local law requires it. Auto-renewal can be disabled in the same screen.
5. Non-refundable digital consumption
Once you have spent coins, sent a gift, unlocked premium content, opened a paid live room, or activated a rental, the underlying purchase is considered consumed and is not refundable.
6. Failed transactions
If you were charged but coins or items were not credited within 30 minutes, contact billing@wakacircle.com with the order ID and the date of the charge. We will investigate and either credit the missing coins/items or refund the charge to the original payment method, normally within 5–10 business days.
7. Unauthorized payments
If you believe a charge on your account was made without your authorization (for example, a child using a parent's device, or a stolen card), contact billing@wakacircle.com within 60 days of the charge. We may freeze the account, reverse the transaction where the coins have not been spent, and cooperate with your bank or card issuer in any chargeback investigation.
8. Chargebacks
Initiating a chargeback or payment dispute without first contacting our support team may result in suspension of your account and forfeiture of any unspent coins. We always prefer to resolve issues directly — please reach out first.
9. Creator earnings & payouts
Coins earned by creators are subject to our creator payout policy and platform fee. Withdrawals once approved and paid out are final. If a payout fails due to incorrect bank details, the funds are returned to your earnings balance and you can re-request the withdrawal.
10. Regional & legal compliance
Where mandatory consumer protection law in your country (for example, EU/UK 14-day cooling-off for digital content not yet consumed, Australian Consumer Law guarantees, US state-level requirements) gives you stronger refund rights than this policy, those statutory rights apply and prevail over this policy.
11. App store purchases
Purchases made through Apple App Store or Google Play in-app billing are governed by Apple's or Google's refund policy and must be requested through them directly. WakaCircle cannot issue refunds for store-billed purchases on their behalf.
12. How to request a refund
Email billing@wakacircle.com from the email on file with:
• your username or WC ID
• the order ID or transaction reference
• the date and amount of the charge
• a brief description of the issue.
We aim to respond within 3 business days and resolve eligible cases within 10 business days.
13. Contact
Billing & refunds: billing@wakacircle.com
General support: support@wakacircle.com