Refund Policy

When a refund may be given

• You were charged but received no coins. If a payment succeeded and the coins never arrived, we will credit the coins or refund the payment.
• Duplicate charge. If you were charged twice for the same purchase, the duplicate is refunded.
• Unauthorised purchase. If someone used your account or payment method without permission, contact us and your app store immediately.
• Proven technical fault. If a fault on our side caused coins to be deducted without the corresponding gift, purchase or feature being delivered.

When a refund will not be given

• Coins that have already been spent on gifts, VIP or other features.
• Gifts you sent — sending a gift is immediate and cannot be reversed.
• Losses from lucky gifts or in-app games. A randomised outcome is not a fault.
• Change of mind, or no longer wanting to use the app.
• Balances forfeited because an account was suspended for breaching the Community Guidelines or the Terms of Service.
• Coins lost because you deleted your own account.

How to request a refund

Purchases made through Google Play are processed by Google. Request the refund through Google Play first — we cannot reverse a Play charge directly. If Google declines and you believe the exceptions above apply, contact us.

Purchases made through any other payment method — email billing@walolive.com with:

• Your user ID;
• The transaction or order ID;
• The date and amount;
• What went wrong.

Timeframes

• Submit refund requests within 14 days of the purchase.
• We aim to respond within 5 business days.
• Approved refunds are returned to the original payment method. How long the money takes to appear depends on your bank or provider — typically 5 to 10 business days.

Chargebacks

Please contact us before raising a chargeback with your bank. Accounts with an unresolved chargeback may be suspended until the matter is settled.