Refund Policy
Refund rules and the appeal process for digital goods and subscriptions.
This Policy explains when refunds are available for the digital goods and subscriptions Silly Love offers. Please read it carefully before purchasing โ purchase is deemed acceptance of this Policy.
1. General Principle
Digital goods (including but not limited to point packs, unlock items and instant downloads) are non-refundable once delivered to your account. Subscriptions can be canceled at any time before expiration on the billing platform (e.g. Sell.app); after cancellation you retain access until the end of the current cycle.
If your jurisdiction (e.g. certain EU countries) provides stronger statutory "cooling-off" or "right of withdrawal" rules than this Policy, those statutory rules will prevail.
2. Cancellation
You can cancel a subscription via:
- Sign in โ Profile โ Subscription management โ Cancel renewal;
- Cancel directly through the original payment platform (Sell.app / Stripe);
- Contact support for assistance.
3. Exceptions
You may request a full or partial refund in the following situations:
- A system failure caused you to be charged but not receive the corresponding service (subscription not activated, points not credited);
- Duplicate or incorrect charges;
- Unauthorized payments (please also dispute through the payment platform);
- Other situations where refunds are required by law.
4. Crypto Payments
Because on-chain transactions are irreversible, payments completed via crypto (e.g. USDT-TRC20) cannot be reversed on-chain. For exceptional cases above, we will provide an equivalent remedy you specify, such as re-issuing points, extending subscription time, or sending equivalent crypto to a wallet address you provide.
5. Appeal Process
- Email support@sillylove.chat with the subject line "Refund Request";
- Provide: registered email, order ID / transaction hash, payment time, problem description and supporting screenshots;
- We will respond within 3 business days to verify;
- Once eligibility is confirmed, refunds are issued via the original payment method or an equivalent alternative.
Full refunds are typically completed within 7 business days of confirmation; actual arrival depends on the payment channel.
6. Chargeback Notice
Filing a chargeback before contacting us is treated as a violation of these Terms. We reserve the right to suspend the account and pursue collection or legal remedies. Please contact support first โ most issues can be resolved amicably.
7. Contact Us
Refund appeals and general inquiries: support@sillylove.chat. We respond within 48 hours.