Billing, Refunds & Chargeback Policy

Generally, all charges for purchases are non-refundable, and no refunds or credits will be provided for partially used subscription periods. However, exceptions may apply in accordance with the terms below and applicable laws in your jurisdiction.

1. Refund Eligibility

Users may request a refund in the following cases:

• the refund request is submitted within 30 (thirty) calendar days from the payment date;
• a technical issue prevented the proper use of the purchased service;
• the subscription was purchased accidentally and the service was not intentionally used;
• applicable local laws require a refund, including statutory withdrawal or cooling-off rights available in the user's country of residence.

2. Users Residing in the EU or European Economic Area (EEA)

In accordance with applicable European Union laws, users residing in the EU or EEA are entitled to withdraw from their subscription and receive a full refund within 30 days from the start of the subscription without providing any reason.

If the user explicitly requested immediate access to the service during the withdrawal period and started using the service, amalocus.com reserves the right to deduct an amount proportional to the period during which the service was used.

2.1 Conditions for exercising the withdrawal right

The withdrawal right described above applies to the initial purchase of a subscription and is available under the following conditions:

• the withdrawal request is submitted no later than 30 calendar days after the subscription start date;
• the request is submitted in writing to Customer Support or the Billing Department using the contact details in Section 6;
• the withdrawal right applies once per user per subscription type; it does not reset with each renewal unless the renewal constitutes a new, separately priced purchase.

The withdrawal right does not apply to:

• virtual credits, gifts, or other digital content that has already been fully consumed with the user's explicit prior consent and acknowledgement that this results in the loss of the withdrawal right, as permitted under Article 16(m) of Directive 2011/83/EU;
• services that have already been fully performed, where performance began with the user's explicit prior consent and acknowledgement of the same.

2.2 How the proportional deduction is calculated

Where a user requests withdrawal after having started using the service, the deductible amount is calculated as follows:

Deductible amount = Total subscription price × (Number of days the service was accessible to the user ÷ Total number of days in the subscription period)

The refundable amount is the total subscription price minus the deductible amount calculated above. For example, if a monthly subscription costs $30 and the user withdraws after 10 out of 30 days of access, the deductible amount is $10, and $20 is refunded.

The calculation is based on the period during which the service was made available to the user, not on the user's actual usage or login frequency, unless proof of non-access is provided (see Section 3).

3. Technical Failure Refunds

If the user is unable to access or properly use the service due to a technical malfunction, system error, duplicate charge, or another platform-related issue, the user may request a refund.

To help us process the request faster, users are encouraged to provide:

• a detailed description of the issue;
• the date and time when the issue occurred;
• screenshots or screen recordings demonstrating the problem;
• proof of payment.

Each request is reviewed individually.

4. Non-Refundable Virtual Credits and Digital Goods

All purchased virtual credits, bonuses, gifts, and other digital goods available on the platform are non-refundable once they have been credited to the user's account, except where required by law or in cases of proven technical error.

Virtual credits cannot be exchanged for cash or transferred to another account.

4.1 Purchase and use of virtual credits

Virtual credits are purchased in fixed packages at the prices displayed on the platform at the time of purchase. Credits are added to the user's account balance immediately upon successful payment and may be used to unlock features, send virtual gifts, or access premium content within the platform.

4.2 Refund eligibility for virtual credits

Virtual credits and digital goods may be eligible for a refund only in the following circumstances:

• the credits were purchased due to a duplicate or erroneous charge;
• the credits were purchased but never delivered to the user's account due to a technical error;
• the purchase resulted from unauthorized access to the user's account, reported promptly in accordance with Section 8;
• applicable local law grants the user a right to a refund for unused digital content.

Once virtual credits have been spent — for example, used to send a gift, unlock a profile feature, or access premium content — they are considered consumed and are non-refundable, except where required by law.

4.3 Expiration

Unused virtual credits do not expire unless otherwise stated at the time of purchase. If an expiration period applies to a specific promotional credit package, this will be clearly disclosed before purchase.

4.4 Gifts sent to other users

Virtual gifts sent to another user's account are final once delivered and cannot be refunded, recalled, or exchanged, as the associated credits have been transferred and consumed as part of the gifting feature.

5. Recurring (Auto-Renewing) Subscriptions

Subscriptions purchased on the platform renew automatically at the end of each billing cycle unless cancelled by the user before the renewal date. The renewal price and billing frequency are disclosed to the user at the time of purchase.

Refund requests related to automatic renewal charges are handled as follows:

• if the user cancels the subscription before the renewal date, no further charges will be made, and the current billing period will not be refunded, except as provided under Section 2 for EU/EEA users;
• if a renewal charge occurs and the user contacts Customer Support within 7 (seven) calendar days of the renewal date, and has not used the service during the renewed period, a full refund of the renewal charge will generally be granted;
• if the renewed period has been partially used, the proportional deduction method described in Section 2.2 applies;
• refund requests submitted more than 30 calendar days after a renewal charge will not be considered, except where required by applicable law.

Users can cancel automatic renewal at any time from their account settings. Cancelling a subscription stops future charges but does not automatically entitle the user to a refund of the current billing period.

6. Refund Request Procedure

Before initiating a chargeback with a bank or payment provider, users must first contact amalocus.com customer support in an attempt to resolve the issue directly.

Refund requests should be submitted via:

• Customer Support (general questions and account assistance): [email protected]
• Billing Department (payment and refund requests): [email protected]
• Complaints: [email protected]
• Abuse & Safety Reports: [email protected]
• Legal & Data Protection Requests: [email protected]

The request must include:

• the email address associated with the account;
• payment date;
• payment amount;
• reason for the refund request;
• proof of payment;
• screenshots or technical evidence, if applicable.

For faster verification, users are encouraged to contact support using the same email address associated with their amalocus.com account.

7. Response Timeframe (SLA)

Customer support will review refund requests within 3–5 business days.

If additional investigation is required, the review period may be extended, and the user will be informed accordingly, with an updated expected response date provided in writing.

Approved refunds will be processed as soon as reasonably possible and no later than 14 calendar days after the refund approval date.

Indicative service levels by request type:

7.1 Refund method and processing time

Approved refunds are issued to the original payment method used for the purchase (e.g., the same card, PayPal account, or other payment instrument). amalocus.com does not issue refunds to a different account or payment method, or in cash.

Once a refund is processed on our end, the funds are typically credited by the user's bank or payment provider within 5–10 business days, depending on the provider's own processing timelines, which are outside amalocus.com's control.

8. Limitations and Abuse Prevention

amalocus.com reserves the right to deny refund requests in cases involving:

• violations of the Terms of Service;
• abuse of the refund policy;
• fraudulent activity;
• repeated unreasonable refund requests;
• continued use of the service after submitting a refund request.

8.1 Examples of approved and declined requests

To provide greater clarity, the table below illustrates typical scenarios. Each request is still reviewed individually on its own facts.

9. Complaints, Refund Reviews & Dispute Resolution

If a user disagrees with the outcome of a refund request, the following process applies before any chargeback is initiated:

• Step 1 — Direct resolution. The user contacts Customer Support or the Billing Department with the original request reference and an explanation of why they disagree with the decision.
• Step 2 — Formal complaint. If the issue is not resolved, the user may submit a formal complaint to [email protected]. Complaints are acknowledged within 48 hours and reviewed within 10 business days, as set out in Section 7.
• Step 3 — External dispute resolution. If the user remains unsatisfied after the complaint has been reviewed, they may be entitled to refer the matter to an independent dispute resolution body, such as a consumer protection authority, ombudsman, or the EU Online Dispute Resolution (ODR) platform where applicable, depending on the user's country of residence.
• Chargebacks. Initiating a chargeback with a bank or payment provider without first completing Steps 1–2 above may delay resolution and does not guarantee a more favorable outcome, as the chargeback provider will independently assess the case based on evidence submitted by both parties.

Users retain all statutory rights available under the consumer protection laws of their country of residence, regardless of the process described above.