This policy covers every purchase on DuoText: money you add to your wallet, the things you buy with your wallet balance, and — where paying by card is offered — purchases charged directly to a card. It is part of the Terms of Service. Nothing in it limits your statutory rights.

• Open the purchase in your receipts. When a purchase is eligible, a "Request refund" button is on the receipt. Tell us why; you can ask for part of the amount or all of it.
• There is no deadline for asking. You can ask as long as the purchase has not already been refunded in full.
• A person reviews every request. You receive a notification with the decision, and if the request is approved, with the amount.
• If a request is denied you can file it again with new information; the new filing re-opens the same request for review.
• Without a button there is no self-serve refund for that kind of purchase (see §3) — email support@duotext.com from the address on your account and we will look at it.

You can request a refund from the receipt for:

• tips
• gifts
• paid messages you unlocked
• introduction messages
• creator subscriptions
• group subscriptions and group access
• direct and phone calls

These purchases have no self-serve refund button, on purpose:

• wallet top-ups (support can return an unspent top-up to the payment method it came from, as long as your balance still covers it)
• private sessions (they refund themselves — see the automatic refunds below)
• custom requests — before the work is released the escrow refunds itself (see below); after the release, contact support
• pay-per-view media, story unlocks and replays (consumed on viewing)
• game plays
• paid pins and paid reactions
• event entries (refunded when the event is cancelled — see below)
• competition tickets (refunded through the competition’s cancel and withdraw doors)

A refund of a subscription period ends the access that period paid for. A refund of a group purchase ends the group access it bought.

• A purchase paid from your wallet is refunded to your wallet balance, in one step, when the request is approved.
• A purchase charged to a card is refunded to that card. We send the refund to the payment processor when the request is approved; when it appears on your statement depends on your bank.
• A refund can be partial. The amount you ask for is capped at what has not already been refunded for that purchase.
• Wallet balance is not paid out as cash. If you want an unspent top-up back, contact support: it is returned to the payment method it came from, as long as your balance still covers it.

You do not need to ask in these cases — the money comes back by itself:

• A charge succeeds but what you bought cannot be delivered (for example, the creator’s account is gone before the item reaches you): the purchase is refunded.
• A private session is declined, cancelled or missed: the whole deposit is refunded. A session that ends early refunds the minutes you did not use.
• A custom request is declined by the creator, is not claimed within 7 days (or by the delivery deadline you set, if that is sooner), or is not delivered by that deadline (at most 30 days from the request): the escrowed amount is refunded. Once the work is delivered, you have 72 hours to accept it or to report a problem with it from the request; a report is reviewed by a person and the release waits for that review. After the 72 hours with no report, the amount is released to the creator; a released request has no self-serve refund button (§3) — contact support.
• An event is cancelled: entry fees are refunded.
• Content you paid for is removed for breaking our rules: the unlocks of that content are refunded.

• You can cancel a subscription at any time. Cancelling stops the next renewal; your access continues to the end of the period you already paid for. Cancelling is not a refund of the current period.
• A subscription paid from your wallet runs for exactly one period and does not renew by itself.
• If you want the current period refunded instead, file a request from the receipt (§2); an approved refund ends the access for that period.

If you dispute a charge with your bank or card issuer instead of asking us, the processor's dispute process applies: we provide the purchase record as evidence, and if the dispute is decided against the purchase, the access it paid for is withdrawn and the creator's share is reversed. From your first dispute, large purchases may be declined automatically; from your second dispute (2 disputes), new purchases are held while a person reviews the account; any further restriction is a human decision you can appeal, as described in Reports & appeals. Asking us first is faster and does not put your account under review.

When a sale is refunded, or a dispute on it is lost, your share of that sale is reversed from your balance — pending or available — and you are notified with the amount. The deduction appears in your earnings.

A refund decision can be re-opened by filing again with new information (§2). A decision about your content or your account (removal, a strike, a restriction) is a different thing: it can be appealed, and appeals are answered within 7 days — see Reports & appeals. Where the law of your country provides a specific out-of-court dispute mechanism, we participate as required.

This policy covers every purchase on DuoText: money you add to your wallet, the things you buy with your wallet balance, and — where paying by card is offered — purchases charged directly to a card. It is part of the Terms of Service. Nothing in it limits your statutory rights.

• Open the purchase in your receipts. When a purchase is eligible, a "Request refund" button is on the receipt. Tell us why; you can ask for part of the amount or all of it.
• There is no deadline for asking. You can ask as long as the purchase has not already been refunded in full.
• A person reviews every request. You receive a notification with the decision, and if the request is approved, with the amount.
• If a request is denied you can file it again with new information; the new filing re-opens the same request for review.
• Without a button there is no self-serve refund for that kind of purchase (see §3) — email support@duotext.com from the address on your account and we will look at it.

You can request a refund from the receipt for:

• tips
• gifts
• paid messages you unlocked
• introduction messages
• creator subscriptions
• group subscriptions and group access
• direct and phone calls

These purchases have no self-serve refund button, on purpose:

• wallet top-ups (support can return an unspent top-up to the payment method it came from, as long as your balance still covers it)
• private sessions (they refund themselves — see the automatic refunds below)
• custom requests — before the work is released the escrow refunds itself (see below); after the release, contact support
• pay-per-view media, story unlocks and replays (consumed on viewing)
• game plays
• paid pins and paid reactions
• event entries (refunded when the event is cancelled — see below)
• competition tickets (refunded through the competition’s cancel and withdraw doors)

A refund of a subscription period ends the access that period paid for. A refund of a group purchase ends the group access it bought.

• A purchase paid from your wallet is refunded to your wallet balance, in one step, when the request is approved.
• A purchase charged to a card is refunded to that card. We send the refund to the payment processor when the request is approved; when it appears on your statement depends on your bank.
• A refund can be partial. The amount you ask for is capped at what has not already been refunded for that purchase.
• Wallet balance is not paid out as cash. If you want an unspent top-up back, contact support: it is returned to the payment method it came from, as long as your balance still covers it.

You do not need to ask in these cases — the money comes back by itself:

• A charge succeeds but what you bought cannot be delivered (for example, the creator’s account is gone before the item reaches you): the purchase is refunded.
• A private session is declined, cancelled or missed: the whole deposit is refunded. A session that ends early refunds the minutes you did not use.
• A custom request is declined by the creator, is not claimed within 7 days (or by the delivery deadline you set, if that is sooner), or is not delivered by that deadline (at most 30 days from the request): the escrowed amount is refunded. Once the work is delivered, you have 72 hours to accept it or to report a problem with it from the request; a report is reviewed by a person and the release waits for that review. After the 72 hours with no report, the amount is released to the creator; a released request has no self-serve refund button (§3) — contact support.
• An event is cancelled: entry fees are refunded.
• Content you paid for is removed for breaking our rules: the unlocks of that content are refunded.

• You can cancel a subscription at any time. Cancelling stops the next renewal; your access continues to the end of the period you already paid for. Cancelling is not a refund of the current period.
• A subscription paid from your wallet runs for exactly one period and does not renew by itself.
• If you want the current period refunded instead, file a request from the receipt (§2); an approved refund ends the access for that period.

If you dispute a charge with your bank or card issuer instead of asking us, the processor's dispute process applies: we provide the purchase record as evidence, and if the dispute is decided against the purchase, the access it paid for is withdrawn and the creator's share is reversed. From your first dispute, large purchases may be declined automatically; from your second dispute (2 disputes), new purchases are held while a person reviews the account; any further restriction is a human decision you can appeal, as described in Reports & appeals. Asking us first is faster and does not put your account under review.

When a sale is refunded, or a dispute on it is lost, your share of that sale is reversed from your balance — pending or available — and you are notified with the amount. The deduction appears in your earnings.

A refund decision can be re-opened by filing again with new information (§2). A decision about your content or your account (removal, a strike, a restriction) is a different thing: it can be appealed, and appeals are answered within 7 days — see Reports & appeals. Where the law of your country provides a specific out-of-court dispute mechanism, we participate as required.