Refund & Cancellation Policy

1. Overview

This policy outlines the terms for refunds and cancellations of crystal purchases on Haroo Chat. We are committed to fair treatment of all users while complying with EU consumer protection laws.

2. EU 14-Day Right of Withdrawal

Under EU consumer protection law, you have the right to withdraw from a purchase within 14 days without giving any reason, subject to certain exceptions.

2.1 When the Right Applies

• Crystal Purchases: You can request a full refund within 14 days if crystals have NOT been used

2.2 When the Right Does NOT Apply

2.3 How to Exercise This Right

To exercise your right of withdrawal, contact us at info@click-click.cz within 14 days of purchase with your order details.

3. Crystal Purchase Refunds

3.1 Refund Eligibility

3.2 Partial Refunds

If you have used some but not all purchased crystals, we may offer a pro-rata refund for the unused portion, calculated based on the original purchase price.

4. Price Changes

Crystal package prices may change over time. Any price changes:

• Do not affect already-purchased crystals in your account
• Will be clearly displayed before you make a new purchase
• May vary based on your selected currency and region

5. How to Request a Refund

5.1 Refund Request Steps

1. Contact us at info@click-click.cz
2. Provide your account email and order/transaction ID
3. Explain the reason for your refund request
4. Include any relevant evidence (screenshots, error messages)

5.2 Processing Time

• Review: We will review your request within 5 business days
• Approval: If approved, refunds are processed within 7-10 business days
• Payment Method: Refunds are issued to the original payment method
• Notification: You will receive an email confirmation when the refund is processed

5.3 Required Information

To expedite your refund request, please provide:

• Account email address
• Transaction ID or receipt
• Purchase date
• Reason for refund request
• Evidence of issue (if applicable)

6. Chargebacks and Disputes

7. Account Termination and Refunds

7.1 Voluntary Account Deletion

If you delete your account, you forfeit all unused crystals. No refunds are provided for voluntary account deletion outside the 14-day window.

7.2 Account Suspension or Ban

8. Creator Earnings and Withdrawals

For creators earning commissions:

• Earned crystals from commissions are treated as new credits to your account
• Commissions are not refundable once credited
• If a user receives a refund, corresponding creator commissions may be reversed
• See our Creator Agreement for more details

9. Exceptional Circumstances

We may offer refunds outside normal policy in exceptional cases:

• Extended service outages or data loss
• Significant changes to service functionality
• Regulatory or legal requirements
• Goodwill gestures at our discretion

Each case is evaluated individually. Contact info@click-click.cz to discuss your situation.

10. Payment Processor

All payments are processed by Stripe. For payment-related questions, you may also contact Stripe support. However, refund decisions are made by Haroo Chat in accordance with this policy.

11. Contact for Refunds