Virtual Items

Coins

• Coins are a prepaid virtual currency you buy inside the app. They are used to send gifts, buy VIP and unlock paid features.
• Coins have no cash value, cannot be exchanged for money, and cannot be transferred to another user or off the platform.
• Coins are licensed to you for use inside Walo Live. You do not own them, and they are not property, credit or a deposit.
• Coin prices and package sizes may change at any time.

Diamonds

• Diamonds are what a host receives when a viewer sends them a gift. They record host earnings.
• Diamonds can be exchanged for a withdrawal once your balance reaches the minimum shown in the app, subject to identity verification.
• The coin-to-diamond conversion rate and the withdrawal rate are shown in the app and may change.
• Diamonds earned through self-gifting, gift recycling, automation or any other manipulation are void and will be removed.

Gifts

• Sending a gift spends coins immediately. A sent gift cannot be cancelled, reversed or returned.
• Some gifts are “lucky” gifts with a randomised reward. The published return rate applies over many plays, not to any individual gift, and no particular outcome is guaranteed.
• Gifts are not a payment for any service, and never for sexual content or services.

VIP and paid features

• VIP tiers, badges, frames and similar items are cosmetic or feature-based privileges bought with coins.
• Time-limited items expire at the end of their period and are not extended or refunded for periods you did not use.
• We may change, retire or rebalance any virtual item. Where an item is retired we will give notice in the app where practicable.

If your account is suspended or deleted

• Suspension or termination for a policy breach forfeits unused coins and any diamond balance connected to the breach, without refund.
• Deleting your own account forfeits unused coins and any diamond balance below the withdrawal minimum.
• Withdraw any eligible diamond balance before you delete your account.

Refunds

Coin purchases are generally final. Where a refund is available, it is handled under the Refund Policy and the rules of the app store you purchased through.

Questions

Contact billing@walolive.com with your user ID and the transaction or order ID.