This Refund Policy (the "Policy") serves as a supplementary term to our Terms of Use and forms part of the agreement between you and us. Please read this Policy carefully, as refunds are processed in accordance with its provisions. Failure to adhere to the rules outlined herein may result in the loss of your right to a refund. In most cases, purchases made on MeetRomance (i.e., used credits and credits in your account balance) are non-refundable. This Policy outlines all exceptions to this rule.

You have the right to request a refund of used credits to your account under any of the following circumstances:

1.1 MeetRomance fails to ensure the provision of services in accordance with the Terms of Use, including but not limited to:
- Interruptions in chat or video connections due to site malfunctions;
- Absence of video stream during video chats.

1.2 If you believe that another user of MeetRomance has deceived you or engaged in fraudulent activities that harm you, you must provide corresponding evidence in accordance with our User Protection Policy. We will partially refund the used credits to users who have provided conclusive evidence upon completion of our investigation. Please note that we retain the discretion to determine whether the evidence you provided is conclusive or not.

Please note that timeliness is a critical factor in resolving the aforementioned issues. Therefore, you are required to report the matter to us and submit supporting evidence within 90 days from the date of the alleged activities.

1.3 In other cases, used credits may also be refunded once the validity of your claim is accepted by us.

You have the right to request a monetary refund under the following circumstances:

2.1 If it is confirmed that your credit card was fraudulently used on MeetRomance, your payment will be refunded.

If you suspect credit card fraud, please contact us immediately, and we will initiate an investigation.

2.2 You have made an erroneous purchase (not caused by a system malfunction) and contacted us within 3 calendar days of such erroneous purchase to request a refund:
- If the purchased credits have not been used, you are entitled to a full refund;
- If the purchased credits have been partially used, you are entitled to a refund for the remaining credits.

2.3 In case we have terminated your membership at your request, you may receive a refund for any paid but unused credits in your account. However, if your membership is terminated due to a violation of our Terms of Use, you are not entitled to a refund for any unused credits.

3.1 If you have a legitimate refund request, please contact our customer service team directly by email at . Please provide a detailed description of the issue and explain why you believe a refund is appropriate in your situation.

3.2 Our customer service team will review and assess each refund request on a case by case basis. It will take at least 3 business days to make a preliminary determination regarding your refund request, after which we will contact you to provide assistance.

4.1 Regarding refund amounts, please note:
- If the purchased credits have not been used, you are entitled to a full refund. The refund amount shall not exceed the amount paid for the specific service or product;
- If the purchased credits have been partially used, you may receive a monetary refund equivalent to the remaining credits in your balance (provided the refund amount exceeds US$20).

In no event shall the refunded amount exceed the amount paid for the specific service or product.

4.2 Before submitting a refund request, please be aware of the time limitations:
- Unused credits will expire 180 days after the date of purchase, and expired credits are not eligible for refund;
- Refund requests must be submitted within the specified time limits. For credit/debit card payments, refund requests must be submitted within 180 calendar days from the payment date. Certain refund reasons (e.g., credit card fraud) may require you to submit the request within a stricter timeframe.

4.3 All refund requests must be supported by evidence.
Depending on the nature and circumstances of the case, you may be required to provide evidence or additional information in multiple rounds. This enables us to initiate a comprehensive investigation into the issue you raised and process your refund request as promptly as possible. You may refer to our Dispute Resolution Service for more information on evidence requirements.

4.4 If your refund request is deemed valid by us upon review, we will process a full or partial refund for you. It is expressly understood that neither our decision to grant or deny a refund shall be construed as an admission of any fault or omission by either MeetRomance or yourself.

4.5 Your refund request may be denied under any of the following circumstances:
- Your refund request falls outside the scope of acceptable cases;
- The refund request is submitted after the specified deadline;
- You fail to provide evidence deemed acceptable by us as required;
- The grounds for your refund application are not fully substantiated;
- We are unable to fully verify the facts you claimed;
- You voluntarily withdraw the refund request;
- We determine that your actions or omissions have exacerbated the severity of the case.

5.1 If you have a legitimate refund request or any questions regarding account transactions, please contact our customer service team directly to process the refund application. In the vast majority of cases, submitting a refund request to us can resolve your issue more efficiently while allowing you to provide more comprehensive evidence to support your claim.

5.2 If you initiate a chargeback (CB) through a third-party institution without first contacting us, the third-party institution may require us to disclose all and/or any private communications sent or received through our services to demonstrate the legitimacy of the relevant transactions. In such cases, our Privacy Policy will not restrict the disclosure of such information.

5.3 We understand that some chargeback (CB) requests may have valid grounds, but there are also entirely unsubstantiated requests, which may sometimes even constitute malicious or fraudulent acts. Fraudulent refund applications are criminal offenses, and we reserve the right to file complaints and initiate legal proceedings with law enforcement agencies. During this process, we are allowed to provide the complainant’s personal information, bank card verification details, and communication records related to our services or other users.