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Refund Policy

Last updated: August 24, 2025

Important Notice

All coin purchases on Friendern are final and non-refundable to the maximum extent permitted by applicable law. Please review your purchase carefully before completing the transaction.

General Policy

Friendern operates a virtual currency system using "Coins" that can be used to access premium features, send virtual gifts, and make video calls. By purchasing coins, you acknowledge and agree to the following refund policy:

  • Coins are non-refundable: All coin purchases are final and cannot be refunded, exchanged, or transferred.
  • Coins have no cash value: Coins are virtual items and cannot be redeemed for real money (except for creator earnings under our payout program).
  • Gifts are non-refundable: Once a gift is sent to another user, it cannot be reversed or refunded.

Exceptions

Refunds may be considered in the following limited circumstances:

Legal Requirements(May be eligible)

Where applicable consumer protection laws in your jurisdiction require us to offer refunds.

Unauthorized Transactions(May be eligible)

If your account was compromised and unauthorized purchases were made. You must report this within 48 hours.

Technical Errors(May be eligible)

If a technical error on our end resulted in duplicate charges or coins not being credited to your account.

Change of Mind(Not eligible)

We cannot offer refunds simply because you changed your mind about a purchase.

Used Coins(Not eligible)

Coins that have been spent on gifts, calls, or other services cannot be refunded.

Account Suspension(Not eligible)

If your account was suspended for violating our Terms of Service, unused coins are not eligible for refund.

How to Request a Refund

If you believe you qualify for a refund under our exceptions policy, please follow these steps:

  1. Gather your information: Have your account email, transaction ID, and date of purchase ready.
  2. Contact support: Email us at support@friendern.com with the subject line "Refund Request".
  3. Explain your situation: Provide details about why you're requesting a refund and any supporting evidence.
  4. Wait for review: Our team will review your request within 5-7 business days.

App Store Purchases

If you made your purchase through the Apple App Store or Google Play Store, refund requests must be submitted directly to the respective platform:

Note: App store refunds are subject to the respective platform's policies, which may differ from our direct purchase policy.

Chargebacks

If you initiate a chargeback with your bank or credit card company instead of contacting us directly:

  • Your Friendern account may be immediately suspended pending investigation.
  • Any coins or benefits associated with the disputed transaction will be removed.
  • If you are a creator, chargeback amounts may be deducted from your earnings balance.
  • Repeated chargebacks may result in permanent account termination.

We encourage you to contact our support team first to resolve any billing issues before initiating a chargeback.

Processing Time

If a refund is approved:

  • Credit/debit card refunds typically take 5-10 business days to appear on your statement.
  • The refund will be issued to the original payment method used for the purchase.
  • You will receive an email confirmation when the refund is processed.

Contact Us

If you have questions about this refund policy or need assistance with a purchase:

This refund policy is part of our Terms of Service. Please review both documents for complete information about using Friendern.

Need help with a purchase?

Our support team is here to help with any billing questions.

support@friendern.com