Refund policy

This policy covers licence keys and “upgrade or extend” purchases made in the Frozen Chat shop on this website. Payments are made in cryptocurrency through NOWPayments. Nothing is ever charged automatically: there are no subscriptions to cancel.

Licences are sold only on frozenchat.com, never inside the apps or through Apple's App Store or Google Play. Apple and Google don't process these payments and can't refund them: refund requests come to us.

When you can get a refund

• Unused keys, within 14 days. If none of the keys in an order has been redeemed, you can get a full refund within 14 days of payment, for any reason.
• Right of withdrawal (EU and UK consumers). You may withdraw from a purchase within 14 days of payment. If you already redeemed the key or the purchase was applied to your account, we refund the unused part of the period in proportion to the days left.
• Our fault. If you were charged but never received your keys or your upgrade, if you were charged twice, or if the service was unavailable to you for a long period because of a problem on our side, we refund or extend your licence, as you prefer.
• Overpayment. If you paid more than the invoice, we refund the difference or turn it into extra licence time, as you prefer.
• Underpayment. A partial payment doesn't release keys. Pay the rest on the same invoice, or ask us to refund what you paid.
• Service ending. If we ever end the service, we refund or honour unused paid time where we can.

When we can't refund

• Keys or purchases already used, after the 14-day period, except where we are at fault or the law requires it.
• Accounts terminated for serious breaches of our terms, such as child sexual exploitation, terrorism or fraud.
• Keys you shared publicly or that someone else redeemed: we can't tell who owns a key, so whoever redeems it first gets it.
• Network (blockchain) fees and exchange-rate changes, which are set by the blockchain and the payment provider, not by us.

How refunds are paid

Refunds are paid in cryptocurrency, normally the same coin you paid with, to a wallet address you give us. The amount is the US-dollar value of your purchase (or the part being refunded) converted at the rate on the day of the refund, minus the network fee for sending it. Refunded keys are disabled.

How to ask

1. Write to [email protected] with your order id (shown on your order page; never send the secret part of the order link or the keys themselves).
2. Tell us why, and give a wallet address for the refund.
3. We may ask you to prove the order is yours, for example by opening the order page and telling us something shown there.

We reply within 3 working days and send approved refunds within 14 days. This policy doesn't limit any rights you have under the consumer law of your country.