Refund Policy

Last updated: September 18, 2026

This Refund Policy describes when the Company (“Company”, “we”, “us”, or “our”) may provide refunds for purchases of ChaChat / RoleChat and related services (the “Service”).

This Policy applies to purchases made directly through our website. Purchases made through third-party platforms, including the Apple App Store or Google Play, may be subject to the refund rules of those platforms.

Please also review our Terms and Conditions. Direct website payments may be processed through Stripe, PayPal, or another payment service provider. The Company is not responsible for payment issues between you and a payment system except as described in this Policy or required by law.

1. General refund rules

Except where a refund is available under this Policy or required by applicable law, payments made directly through our website are generally non-refundable, non-exchangeable, and final.

Nothing in this Policy limits any refund, cancellation, withdrawal, or other consumer rights that cannot be waived under applicable law.

The Company may, at its discretion, issue a refund within 14 days of purchase. Accidental purchases, dissatisfaction with the product experience, and auto-renewed subscriptions are not covered except as this Policy or applicable law provides.

2. Subscription renewals

Except where required by applicable law or otherwise provided in this Policy, subscription renewal charges are generally non-refundable once processed.

We may provide a refund where:

• a billing error occurred;
• the same transaction was charged more than once;
• the subscription was validly cancelled before renewal but the charge was still processed;
• applicable law requires a refund; or
• we determine that a refund is appropriate.

You may cancel renewal through your account settings or by contacting us. Cancellation stops future renewals; it does not by itself refund the current period.

3. Add-ons and additional purchases

Unless otherwise disclosed before purchase or required by applicable law, add-ons, upgrades, premium features, and other separately purchased digital products or services are generally non-refundable once provided or made available.

4. Billing errors

If you believe that you were charged incorrectly, contact contact@chachat.app. This may include duplicate charges, incorrect amounts, charges made after a valid cancellation, or other technical payment errors, including overcharges or being billed for a higher-tier subscription than you selected.

Please provide enough information for us to identify and investigate the transaction. If we confirm a billing error, we will provide an appropriate remedy, which may include a refund, reversal, account credit, or correction of the transaction.

5. Defective or non-conforming services

If the Service consistently fails to function properly because of technical problems such as software bugs or server outages that substantially impact usability, and those issues remain unresolved for more than 10 days after you report them, you may be eligible for a refund.

Nothing in this Policy excludes statutory remedies that may apply where the Service is defective, materially fails to conform to the contract, is not provided as agreed, or otherwise gives rise to mandatory consumer rights. Depending on applicable law, available remedies may include correction, repeat performance, price reduction, cancellation, or refund.

6. App Store purchases

If your purchase was made through the Apple App Store, the transaction is processed by Apple and refund requests are generally handled according to Apple’s refund procedures.

Apple refund information: https://support.apple.com/en-us/118223

7. Google Play purchases

If your purchase was made through Google Play, refund eligibility and processing may be subject to Google Play policies.

Google Play refund information: https://support.google.com/googleplay/answer/7659581

Where applicable, you may also contact us at contact@chachat.app.

8. EEA consumers

If you are a consumer resident in the European Economic Area, you may have a statutory right to withdraw from certain distance contracts within 14 days, subject to the conditions and exceptions provided by applicable law.

To exercise your right of withdrawal, contact contact@chachat.app before the applicable withdrawal period expires. Where a valid withdrawal right applies, we will provide the reimbursement required by applicable law without undue delay and, where applicable, no later than 14 days after receiving your withdrawal notice. Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed or required by law.

If you expressly requested that a digital service begin during the withdrawal period, you may be required to pay an amount proportionate to the Service provided before you exercised your right of withdrawal.

For digital content that is not supplied on a tangible medium, the right of withdrawal may cease once supply begins where you gave prior express consent, acknowledged the loss of your withdrawal right, and all other applicable legal requirements were met. Using the Service (including creating characters) during the withdrawal period may mean you lose or reduce that right as provided by law.

9. UK consumers

If you are a consumer resident in the United Kingdom, you may have statutory cancellation, refund, repair, repeat-performance, price-reduction, or other rights under applicable UK consumer law.

Nothing in this Policy limits rights that cannot legally be waived. Where applicable law gives you a refund or another remedy, that right takes priority over any conflicting provision of this Policy.

10. How to request a refund

Where a refund request is handled directly by us, contact contact@chachat.app or use the in-app “Send us email” feature.

Please provide:

• your name;
• email address associated with your account;
• transaction or order ID, if available;
• date and amount of the charge; and
• reason for the refund request.

Do not send us full payment card numbers, security codes, banking passwords, or other sensitive payment information.

11. Refund processing

If a refund is approved, it will normally be returned to the original payment method. The time required for funds to appear in your account depends on your bank, card issuer, payment processor, or app marketplace.

You cannot receive more than one reimbursement for the same transaction. If a transaction has already been refunded or reversed through another process, we may take reasonable steps to prevent or reverse a duplicate reimbursement.

12. Chargebacks and payment disputes

If you believe a charge was made incorrectly, we encourage you to contact us first at contact@chachat.app so that we can investigate and attempt to resolve the issue.

This does not restrict your right to contact your bank, card issuer, payment provider, regulator, or other competent authority.

If a payment is reversed through a chargeback or payment dispute, we may suspend access associated with the disputed transaction where reasonably necessary. We will not restrict a user solely for exercising a legitimate consumer or legal right.

13. Changes to this Policy

We may update this Refund Policy from time to time to reflect changes in applicable law, our products, payment methods, or refund procedures.

The latest version will be published with the updated “Last updated” date. Changes will not remove refund or withdrawal rights that have already arisen under applicable law.

14. Contact

Support email: contact@chachat.app

Website: https://app.chachat.app

Effective as of: September 18, 2026