Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how refunds or cancellations apply to purchases made on PairUp.chat. By completing a purchase, you agree to the terms described below.

If you have questions, contact us at contact@pairup.chat before purchasing.

1. General Policy Overview

PairUp.chat offers two categories of paid products:

• One-time purchases — a single charge for a feature, cosmetic, or credit bundle (e.g., a Premium Badge, a Match Boost pack, or a Video Call credit pack). These are non-refundable and non-cancellable once the purchase is completed and the item is delivered to your account.
• Recurring subscriptions — a monthly or annual plan that renews automatically (e.g., a PairUp.chat Premium subscription). You may cancel at any time; see Section 3 for details.

2. One-Time Purchases – No Refund Policy

The following items are considered one-time purchases and are not eligible for a refund after the transaction is finalised and the item has been activated on your account:

• Profile Premium Badge — a cosmetic badge displayed on your public profile. Once activated, it is considered delivered and cannot be reversed.
• Match Boost / Priority Queue — credits that raise your position in the /find matching queue. Because these are consumed at the moment of use, they cannot be refunded after redemption.
• Video Call Credit Packs — bundles of credits that unlock extended or HD Video Call sessions. Credits are non-refundable once purchased, regardless of whether they have been used.
• Cosmetic Add-ons — chat themes, profile frames, reaction packs, and similar digital cosmetics. These are delivered instantly and are non-refundable.
• Any other one-time digital item listed at the time of purchase as a single-charge product.

Exception — technical failure: if a purchased item was not delivered to your account due to a verifiable technical error on our end, contact contact@pairup.chat within 7 days of the purchase date with your order ID. We will investigate and, if the error is confirmed, re-deliver the item or issue a full refund at our discretion.

3. Subscriptions – Cancellation & Refund Policy

Subscriptions (monthly or annual) renew automatically at the end of each billing cycle. You can cancel your subscription at any time through your account settings or by contacting support.

3a. How to Cancel

• Go to Profile → Subscription and click "Cancel Plan"; or
• Email contact@pairup.chat with the subject line "Cancel Subscription – [your account email]".

Cancellation takes effect at the end of the current paid billing period. You retain access to all subscription benefits until that date. After cancellation, your account reverts to the free tier and no further charges are made.

3b. Refunds on Subscriptions

• Monthly plans: Refunds are not issued for the current billing month after the charge has been processed. Cancel before your next renewal date to avoid being charged again.
• Annual plans: If you cancel an annual plan within 7 days of the initial purchase or renewal date and have not substantially used the premium features during that period, you may request a pro-rated or full refund by emailing contact@pairup.chat. Requests submitted after 7 days are not eligible for a refund; cancellation will prevent future renewals only.

4. Feature-Specific Notes

4a. /Find — Random Match Feature

The base /find matching feature is free. If you purchased a Match Boost or Priority Queue upgrade as a one-time add-on, it is governed by Section 2 (no refund). If Match Boost was included in a subscription plan, cancellation of the subscription per Section 3 applies.

4b. Video Call

Standard Video Call access is free. Premium Video Call features (e.g., HD quality, extended session duration, call recording) may be offered as:

• a one-time credit pack — non-refundable once purchased (Section 2); or
• a feature included in a subscription plan — cancellable per Section 3.

We do not guarantee that a Video Call session will be matched or completed. Inability to find a match due to low availability does not constitute a technical failure and is not a basis for a refund.

4c. Profile Premium Badge

The Premium Badge is a one-time purchase and is non-refundable (Section 2). It remains on your profile for the duration specified at the time of purchase. If the badge was incorrectly applied (wrong type or not applied at all), contact support within 7 days for resolution.

4d. PairUp.chat Premium Subscription

A PairUp.chat Premium subscription grants access to a bundle of features (which may include ad-free experience, priority matching, video call enhancements, exclusive badges, and other perks as stated at sign-up). It is governed entirely by Section 3.

5. Chargebacks & Disputes

We strongly encourage you to contact us at contact@pairup.chat before initiating a chargeback with your bank or payment provider. Chargebacks initiated without prior contact may result in:

• immediate suspension of your PairUp.chat account pending investigation; and
• permanent loss of access to any purchased items subject to the dispute.

We will work in good faith to resolve billing issues quickly. Most disputes are resolved within 3–5 business days.

6. Payment Processing

All payments are processed by our third-party payment providers (e.g., Razorpay, Stripe). PairUp.chat does not store your card details. Refunds, where applicable, are credited back to the original payment method and may take 5–10 business days to appear depending on your bank or card issuer.

7. Changes to This Policy

We may update this policy at any time. Changes are effective when posted. Continued use of paid features after a policy update constitutes acceptance of the revised terms. For active subscriptions, material changes will be communicated via email at least 14 days in advance.

8. Contact Us

For all billing and refund enquiries, email contact@pairup.chat with:

• your account email address;
• the order or transaction ID (from your payment confirmation email); and
• a brief description of the issue.

See also our Terms of Service and Privacy Policy for additional information on your rights and our obligations.