How refunds work on EmeraldChatCam: coins and gifts are digital goods that are generally not refundable, VIP memberships can be cancelled anytime, and genuine billing problems are reviewed case by case by a human.
Coins, gifts and VIP time on EmeraldChatCam are digital goods. Once coins are spent on a match or a gift, the time and the gesture have been delivered, so spent coins are not refundable. That is the default, and we would rather say it plainly than bury it.
Coins sitting unused in your balance are also generally non-refundable, because they are sold as a virtual good rather than a deposit. Where the law in your region gives you a right to withdraw from a digital purchase, we follow it — write to [email protected] via the contact page and mention where you are writing from.
A VIP membership renews until you cancel it, and cancelling stops the next renewal — it does not claw back the current period, which stays active until it expires. Cancel before the renewal date and nothing further is charged.
Genuine billing problems are reviewed case by case by a human: a duplicate charge, a payment that went through without coins arriving, a technical failure on our side that ate your balance. Attach the receipt from your payment provider and the rough time of the charge, and the team will trace it. Approved refunds go back through the original payment method.
Coins you chose to spend — including gifts sent during a call — and membership time already used. A match that did not click is part of the random format, not a billing fault; the next face is one tap away, and the community guidelines explain what to do when a match crosses a line instead.
Email [email protected] from the contact page with the receipt, the approximate date, and what went wrong. Payment questions can take a few days because they route through the payment processor, not because they are ignored. Related reading: the terms of service, the privacy policy and the cookie policy.