Refund Policy

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Introduction General Principles Subscription Refunds PPV Refunds Tipping & Donations Requesting Refunds Refund Processing Dispute Resolution Special Circumstances International Refunds Refund Prevention Contact

Last Updated: January 2025

1. Introduction

Twilly is committed to providing a fair and transparent refund process for our users. This Refund Policy outlines the circumstances under which refunds may be granted and the procedures for requesting them.

2. General Refund Principles

2.1 Our Commitment

We provide refunds in appropriate circumstances
We process refund requests promptly and fairly
We communicate clearly about refund decisions
We maintain records of all refund transactions

2.2 Refund Eligibility

Refunds may be granted for:

Technical issues preventing content access
Billing errors or unauthorized charges
Content that violates our policies
Service interruptions or platform failures
Other circumstances as determined by Twilly

2.3 Refund Methods

Original Payment Method: Refunds processed to original payment source
Processing Time: 3-10 business days depending on payment method
Notification: Email confirmation when refund is processed
Tracking: Refund status available in your account

3. Subscription Refunds

3.1 Monthly Subscriptions

Cancellation: You may cancel at any time
Pro-Rated Refunds: Available for unused portion of billing period
Effective Date: Cancellation takes effect at end of current billing period
No Refunds: For partial months after cancellation

3.2 Annual Subscriptions

Pro-Rated Refunds: Available for unused months
Calculation: Based on monthly equivalent rate
Processing: Refund processed within 5-7 business days
Notification: Email confirmation of refund amount

3.3 Subscription Cancellation

To cancel a subscription:

Go to your account settings
Select "Subscriptions"
Choose the subscription to cancel
Confirm cancellation
Receive confirmation email

3.4 Cancellation Timeline

Immediate: Access continues until end of billing period
No Further Charges: No additional charges after cancellation
Content Access: Maintain access until period ends
Auto-Renewal: Disabled upon cancellation

4. Pay-Per-View (PPV) Refunds

4.1 Technical Issues

Refunds granted for:

Content Not Accessible: Technical problems preventing viewing
Poor Quality: Severely degraded video/audio quality
Platform Errors: System failures preventing access
Billing Errors: Incorrect charges or duplicate payments

4.2 Content Issues

Refunds may be granted for:

Misleading Content: Content doesn't match description
Policy Violations: Content removed for policy violations
Incomplete Content: Significantly shorter than advertised
Quality Issues: Unacceptable technical quality

4.3 Refund Timeline

Request Period: 7 days from purchase date
Review Time: 2-3 business days for decision
Processing Time: 3-5 business days for refund
Notification: Email confirmation of refund

4.4 Non-Refundable PPV

Refunds typically not granted for:

Change of Mind: Simply deciding not to watch
Spoilers: Content revealed in previews or descriptions
Personal Dislike: Not enjoying the content
Technical Limitations: User's device or connection issues

5. Tipping and Donation Refunds

5.1 Tip Refunds

Accidental Tips: Refunded if clearly accidental
Fraudulent Tips: Refunded if unauthorized
Processing Errors: Refunded for system errors
Time Limit: 24 hours from tip transaction

5.2 Donation Refunds

Campaign Cancellation: Refunded if campaign is cancelled
Goal Not Met: Refunded if funding goal not reached
Creator Issues: Refunded if creator violates policies
Processing Errors: Refunded for system errors

6. Requesting a Refund

6.1 How to Request

Contact Support: Email support@twilly.com
Provide Details: Include transaction information
Explain Reason: Clearly state reason for refund
Attach Evidence: Include screenshots or documentation
Wait for Response: Allow 2-3 business days for review

6.2 Required Information

Include in your refund request:

Transaction ID: From your payment confirmation
Purchase Date: When the transaction occurred
Amount: Total amount paid
Reason: Detailed explanation of refund request
Evidence: Screenshots, error messages, or other proof

6.3 Refund Request Timeline

Submission: Submit request within applicable time limits
Review: 2-3 business days for initial review
Decision: Email notification of decision
Processing: 3-5 business days for refund processing

7. Refund Processing

7.1 Processing Timeline

Credit Cards: 3-5 business days
Debit Cards: 3-5 business days
Bank Transfers: 5-10 business days
Digital Wallets: 1-3 business days

7.2 Refund Amounts

Full Refunds: Complete amount paid
Partial Refunds: Pro-rated amounts for subscriptions
Processing Fees: May be deducted in some cases
Currency Conversion: Refunded in original currency

7.3 Refund Confirmation

Email Notification: Confirmation when refund is processed
Account Credit: May appear as account credit
Bank Statement: May take additional time to appear
Support Contact: Contact us if refund doesn't appear

8. Dispute Resolution

8.1 Disagreement with Refund Decision

If you disagree with a refund decision:

Review Decision: Carefully read the explanation
Provide Additional Information: Submit additional evidence
Escalate: Request review by senior support team
Final Appeal: Contact legal@twilly.com for final review

8.2 Chargeback Process

Last Resort: Chargebacks should be last resort
Communication: Contact us before filing chargeback
Evidence: Provide evidence to support your case
Resolution: Work with us to resolve disputes

8.3 Dispute Timeline

Initial Response: Within 2 business days
Review Period: 5-7 business days for complex cases
Final Decision: Within 10 business days
Appeal Process: Additional 5 business days for appeals

9. Special Circumstances

9.1 Platform Outages

Service Interruptions: Refunds for significant outages
Content Loss: Refunds for permanently lost content
Access Issues: Refunds for extended access problems
Communication: Proactive refunds for major issues

9.2 Policy Violations

Creator Violations: Refunds if creator violates policies
Content Removal: Refunds for removed content
Account Termination: Refunds for terminated creator accounts
Legal Issues: Refunds for legal compliance issues

9.3 Billing Errors

Duplicate Charges: Immediate refunds for duplicates
Incorrect Amounts: Refunds for billing errors
Unauthorized Charges: Refunds for unauthorized transactions
System Errors: Refunds for technical billing issues

10. International Refunds

10.1 Currency Conversion

Original Currency: Refunds in original payment currency
Exchange Rates: Current rates at time of refund
Conversion Fees: May apply depending on payment method
Processing Time: May take longer for international refunds

10.2 Regional Considerations

Local Laws: Compliance with local refund laws
Tax Implications: Tax treatment varies by country
Banking Systems: Different processing times by region
Support Hours: Regional support availability

11. Refund Prevention

11.1 Before Purchasing

Read Descriptions: Carefully review content descriptions
Check Requirements: Ensure your device meets requirements
Review Policies: Understand our content policies
Test Access: Verify you can access content before purchase

11.2 Technical Preparation

Device Compatibility: Ensure your device supports content
Internet Connection: Stable connection for streaming
Browser Requirements: Use supported browsers
Account Setup: Complete account verification

11.3 Content Research

Creator Reputation: Research creator's track record
Content Previews: Watch available previews
Reviews: Read viewer reviews when available
Community Feedback: Check community discussions

12. Contact Information

For refund requests and questions:

Twilly Support Team

Email: support@twilly.com
Refund Requests: refunds@twilly.com
Billing Issues: billing@twilly.com
Disputes: disputes@twilly.com

Response Times

General Inquiries: Within 24 hours
Refund Requests: 2-3 business days
Urgent Issues: Within 4 hours
Complex Cases: 5-7 business days

13. Policy Updates

13.1 Changes to Policy

We may update this refund policy:

Notification: Email notice of material changes
Effective Date: Clear effective date for changes
Grandfathering: Some changes may not affect existing purchases
Communication: Clear explanation of changes

13.2 Staying Informed

Policy Updates: Check policy page regularly
Email Notifications: Subscribe to policy updates
Platform Announcements: Monitor platform announcements
Support Contact: Contact support with questions

This Refund Policy is designed to provide fair and transparent refund procedures while protecting the interests of both creators and viewers. We encourage users to contact our support team with any questions about refunds.