Refund Policy

Operated by: PXL NexQuantum Ltd, Republic of Cyprus (EU)
Applies to: Every Member who buys Matchsticks or sends a Gift

1. The whole position, in one place

When money comes back to you, when it does not, and how to ask; your statutory right to cancel or withdraw, in full, with the model form; and your other rights as a consumer. This page sits underneath the User Agreement.

All purchases of Matchsticks and Gifts are final, except in the cases below, and where a case applies it applies whatever else this page says. A refund is all-or-nothing, by purchase.

A purchase you have not touched is refundable in full for fourteen days: section 2. Once any Matchstick from a purchase is consumed, on Session minutes, a Direct Call, a Gift, a Like (taking a Like back included) or a Message, and whether it was a base Matchstick or a bonus Matchstick, that purchase is closed to refund: no partial refund, and nothing calculated per Matchstick. The Matchsticks themselves remain yours. Where something went wrong there is no time limit at all: section 3. Your statutory right to cancel or withdraw is separate from all of this and is set out in full at sections 6 to 9.

If we end your Account, and not because you broke the rules, you get the price of any untouched purchase back, whatever the date. That includes an Account we close for inactivity, which we do only after giving you notice.

Matchsticks you have paid for never expire while your Account is open: there is no dormancy rule and no inactivity fee. After 14 days what ends is the option to take cash instead, not the Matchstick. The one exception anywhere on Yunoh is a promotional Matchstick, which expires 30 days after we grant it, and we say so when we grant it. Free and promotional Matchsticks are not separately refundable in money, because nothing was paid for them. That includes Matchsticks granted under the referral scheme, which are promotional: they are never refunded and never exchanged for money, and any expiry that applies to them is shown when they are granted. Nor are bonus Matchsticks: they came with a purchase, and refunding an untouched purchase returns the whole price you paid. A Member pays 1 Matchstick for every two Messages sent, and the price is shown before the first one is charged; that Matchstick is consumed when it is charged, like any other. A Free User or an Earner never pays for a Message, and chat during a live Session is free.

Refunds go to the payment method you paid with, never to a third party. Where that payment method no longer exists (a closed, expired or reissued card), we agree an alternative with you, so that you still receive the reimbursement within the same period. That governs how the money travels back; it never takes away your right to be reimbursed. If you paid with cryptocurrency, we refund you in the same coin, on the same network, to a wallet you have confirmed is yours. A refund of an untouched purchase within 14 days, and any reimbursement on a statutory cancellation or withdrawal, comes back in full: we pay the network fee. Any other cryptocurrency refund comes back less the network fee for sending it, which we show you before we send; if that fee is as much as the refund or more, nothing is sent, the purchase stays refundable by another route we agree with you, and we tell you.

2. Changing your mind: 14 days, whole price

If you have consumed nothing at all from a purchase, ask within 14 days of it. No reason is needed and you need not close your Account: we refund the whole price you paid, including any tax charged on it and the part attributable to any bonus Matchsticks, and remove the corresponding Matchsticks from your balance. A request made inside the window stays inside it, however long we take to decide it. Four conditions apply, and nothing else does: 14 days; a purchase untouched by any Matchstick, base or bonus; the whole price, tax included, nothing retained; and repayment to your original payment method or an agreed alternative.

This section is about changing your mind. It is not the route for something that has gone wrong: a duplicate charge, a failed Session, an unauthorised payment. Those grounds are at section 3, they carry no time limit, and nothing here restricts them.

3. When we put something right: no time limit

Where one of these went wrong on our side, you get money.

• A duplicate or wrong charge: charged twice, the wrong amount, or for a bundle you did not receive.
• A payment made using your payment method without your authorisation. Tell us, and tell your bank.
• A change we made that disadvantages you: the price of your untouched purchases back, whatever the date.
• Wherever the law that applies to you requires it.

We do not ask you to justify wanting that money.

A Session that failed on our side is put right in Matchsticks. If it did not connect, video or audio failed, it was unusable, or the Platform was down, the Matchsticks that Session took are credited back to your balance. No money is refunded for it, and the rest of the purchase stays as it was. Not your own device or connection, though we look where the cause is genuinely unclear. Money is refunded only for a purchase from which nothing has been consumed (section 2); once a purchase has been partly used, it is not refunded in money.

Where a Session ends because the other person breached the rules, the Member is not charged for time after it ended and, where the breach is confirmed, the whole Session is credited back in Matchsticks. We never apportion a Session, and there is no disputed part to calculate. The credit is given in Matchsticks, because what was lost was Session time and the failure was not ours.

Matchsticks spent on a promise of explicit content are not given back. Where you spent Matchsticks because the other person represented, promised, implied or bargained that nudity or sexually explicit conduct would follow, nothing is refunded or credited for that spending, in money or in Matchsticks. Report it: the person who made the promise is dealt with under the Chat Rules. Every other confirmed breach is credited back as above.

Where nothing went wrong and we are simply making a gesture, we settle in Matchsticks. Goodwill is not owed, and doing it once creates no right to have it done again. Where mandatory law gives you a right to a money remedy, Matchsticks are never a substitute.

4. When we will not refund

• A purchase you have started spending. Not in part, not pro rata, not at all.
• An untouched purchase you ask about after 14 days.
• A Session that connected, worked and ran normally. Those minutes were supplied. The first five seconds of every new match are free. A Direct Call has no free window. Leaving a new match that is not right for you inside the window costs nothing, and touches nothing.
• Not enjoying the conversation or the match. We match you with a real adult for a live, unscripted conversation; we do not promise chemistry.
• A Gift you regret sending. A Gift is consumed the moment you send it, whether or not the person who receives it is an Earner.
• A Message you regret sending. The Matchstick for it is consumed when charged.
• A Like you regret giving, or regret taking back. A Like, and taking one back, are both consumed when given, and taking a Like back does not return what the Like cost.
• Matchsticks consumed in a Session ended because you broke the rules.
• Matchsticks you spent because someone promised that nudity or sexually explicit conduct would follow: see section 3.
• Free signup Matchsticks and promotional Matchsticks, because nothing was paid for them. Bonus Matchsticks are different: see section 2.
• A claim the evidence shows is not genuine: that a Session did not work, say, when our records show it ran for forty minutes with two-way video.

5. How to ask, how long it takes, and how to appeal

Email refund@yunoh.com: the route for everything on this page; there is no self-serve refund in the product. A plain email is enough: no form, no reason. Tell us the email address on your Account, roughly when the purchase was, and what you want. Your Wallet shows your Payment activity: each purchase, its date and what has been spent. If you paid with cryptocurrency, we ask you to add the wallet you want the refund sent to and confirm that it is yours, in your own name.

How long it takes. We aim to acknowledge within 3 business days, decide within 14 days of having what we need, and process an approved refund within 10 to 14 days. Where your request is a statutory cancellation or withdrawal we reimburse you within 14 days of being told, because the law requires it, and that deadline prevails. Your bank then takes a further 5 to 10 business days.

A balance error. Where Matchsticks were wrongly deducted, or Matchsticks you paid for did not arrive, tell us within 13 months. That window governs the reporting of a balance error and nothing else. It does not time-limit any of the grounds in section 3, which carry no deadline at all.

If we decline, we tell you why, in terms you can act on. You may ask for a review for at least six months from the date we notified you of the decision, and someone not responsible for it will look again; we aim to answer within 14 days: the same appeal window and outcome target as every other decision we take, in the Complaints and Content Removal Policy.

Come to us before your bank. A chargeback is slower, gives us no chance to fix the problem, and triggers protective measures on your Account that an email does not. A card genuinely used without your authorisation is different: tell your bank and tell us.

6. Your statutory right to cancel or withdraw

Separately from everything above, you have a statutory right as a consumer. Matchsticks are digital content and reach your balance the moment your payment succeeds. In the United Kingdom your right is the right to cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the 2013 Regulations"). In the EU and EEA it is the right to withdraw, under the Consumer Rights Directive (2011/83/EU), as implemented in Cyprus and in your own country. Different laws, not blended; the table gives each. Elsewhere your own country's mandatory consumer law applies and wins over anything in our documents.

6.1 The right.

One further UK protection. If we did not send you the confirmation, you pay nothing for what we supplied. That is regulation 37(4): it applies where you did not consent, consented without the acknowledgement, or we failed to give you the confirmation the 2013 Regulations require on a durable medium. That confirmation is your receipt email, sent on every purchase.

6.2 What happens at checkout, and what follows from it. Before you pay we ask you, in two separate checkboxes, each its own control, both required and nothing pre-ticked, to do two things: to ask us to supply the Matchsticks immediately by adding them to your balance, and to acknowledge that you lose the statutory right as soon as they are added. Two conditions, not one, and both are captured before the Matchsticks are credited; we confirm both in your receipt, so you have a durable record.

Crediting the Matchsticks to your balance is the commencement of supply. Once they are credited we have supplied what you bought, and the statutory right no longer applies to that purchase: regulation 37(1)-(2) in the United Kingdom, Article 16(m) in the EU and EEA. Without that consent we cannot supply the Matchsticks immediately, and your statutory 14 days runs in the ordinary way. If the two conditions were not both captured before the Matchsticks were credited, the right was never lost: you have your 14 days, or the extended period in the table above where we did not tell you about the right.

Two things this does not affect: the promise in section 2, which we give you instead and which is wider; and, in the United Kingdom, regulation 37(4) above.

7. How to tell us

Any clear statement of your decision is enough. Email is the route we ask you to use and is enough on its own: refund@yunoh.com, or post to PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus. "I want to cancel my purchase of 10 September" does it, as does "I want to withdraw from my purchase of 10 September". No reason, no set form of words, no need to close your Account. The model form in section 9 is there because the law requires us to make it available; you are not obliged to use it and nothing turns on whether you do.

To meet the deadline it is enough that you send your statement before the 14-day period expires: write on day fourteen and you are in time, even if we reply on day twenty.

8. What happens when you cancel

We reimburse all payments received from you for the Matchsticks covered, without undue delay and in any event no later than 14 days from the day we are told (regulation 34(4) in the UK, Article 13 in the EU and EEA), by the same means of payment you used, and you will not incur any fee. It goes back to the original payment method, never a different card, a bank account or a third party; that constrains how we pay you back, never whether. Where that instrument no longer exists we agree an alternative with you and record it, so you are still reimbursed within the same period. If you paid with cryptocurrency, we refund you in the same coin, on the same network, to a wallet you have confirmed is yours. A refund of an untouched purchase within 14 days, and any reimbursement on a statutory cancellation or withdrawal, comes back in full: we pay the network fee. Any other cryptocurrency refund comes back less the network fee for sending it, which we show you before we send; if that fee is as much as the refund or more, nothing is sent, the purchase stays refundable by another route we agree with you, and we tell you. On a statutory cancellation or withdrawal the 14-day statutory deadline prevails over the 10-to-14-day processing target in section 5.

9. The model form

You do not need this form: a plain email to refund@yunoh.com is enough, and is the route we ask you to use. The law requires us to make the form available; use it only if you would rather.

In the United Kingdom this is the model cancellation form in Schedule 3 to the 2013 Regulations; in the EU and EEA, the model withdrawal form in Annex I(B) to Directive 2011/83/EU, as implemented in Cyprus and in your own country. One form serves both: use the wording for where you are.

To: PXL NexQuantum Ltd Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus refund@yunoh.com

I/We (*) hereby give notice that I/We (*) cancel (*) / withdraw from (*) my/our (*) contract for the supply (*) / provision (*) of the following digital content:

Matchsticks purchased from Yunoh

Order or receipt number: ___________________

Ordered on (*) / received on (*): ___________________

Name of consumer(s): ___________________

Address of consumer(s): ___________________

Email address on the Yunoh account: ___________________

Signature of consumer(s) (only if this form is notified on paper): ___________________

Date: ___________________

(*) Delete as appropriate.

10. Prices, tax and currency

Prices are in US dollars, on both sides of the Platform, and we sell and charge in USD only. There is no currency selector at checkout and we do not convert the price for display. If your card is issued in another currency, your card issuer performs the conversion at its own rate, and any charge it makes for doing so is between you and your issuer.

Tax. The bundle prices do not include tax. Where the law requires the price shown to you to include tax, as it does in the European Union and in the United Kingdom, the price shown before you buy includes any tax that applies, as one total. Elsewhere the price is shown plus applicable tax, and checkout adds the tax and shows the total before you pay. The receipt states the tax charged, and a refund returns what you paid, including tax.

How you can pay. The payment methods available, and the cryptocurrencies and networks we accept, are shown at checkout. Prices are in US dollars. When you choose to pay with cryptocurrency we show you the exact amount to send and hold that amount for 30 minutes; stablecoins are taken at their dollar value and other coins at a published market price. Your purchase is complete when the network confirms your transfer: your Matchsticks are credited then and you receive the same receipt as for a card purchase. Send exactly the amount shown, from a wallet that is yours. If less arrives, we ask you to send the missing amount to the same purchase within 3 days. If it has not arrived by then, we return what you sent, in the same coin and on the same network, to a wallet you have confirmed is yours, less the network fee for sending it; if what arrived does not cover that fee, nothing is returned, we keep the amount and we tell you. Sending a second full payment makes a second purchase, so send only the missing amount; if a payment cannot be matched to your purchase, we hold it until we can resolve it with you. A stablecoin that arrives after the 30 minutes still counts; another coin that arrives late is valued at its price when it arrives. Tax is the same whichever way you pay, and is shown before you pay. If you pay with cryptocurrency, a network fee is added and shown, with the total, before you pay.

Nothing is charged automatically. The total you see on the purchase screen before you confirm is the whole price. There is no subscription, no membership plan, no free trial that turns into a paid one, and no auto-renewal. You are charged only when you actively start and confirm a purchase.

11. Your other rights as a consumer

Nothing on this page, or in any document of ours, removes, restricts or replaces a right you have under the mandatory law of the country where you live. Where anything of ours conflicts with such a right, the right wins, and the rest of the document continues to apply.

In the United Kingdom that includes the Consumer Rights Act 2015: digital content must be of satisfactory quality, fit for a particular purpose and as described (sections 34 to 36), with a right to repair or replacement and to a price reduction (sections 43 to 45), made unexcludable by section 47; the pre-contract information we owe you under regulation 13 of, and Schedule 2 to, the 2013 Regulations, given clearly before you are bound; and protection against unfair commercial practices under the Digital Markets, Competition and Consumers Act 2024, which since 6 April 2025 has replaced the Consumer Protection from Unfair Trading Regulations 2008.

In the EU and EEA it includes the Consumer Rights Directive (2011/83/EU), the Digital Content Directive (2019/770) and the Unfair Contract Terms Directive (93/13/EEC), as implemented in Cyprus and in your own country. This page sits alongside all of these, never in place of them.

Jurisdiction. The User Agreement says that the law of the Republic of Cyprus governs and that the Cypriot courts have jurisdiction. That is subject to a saving we mean seriously: if you are a consumer, you keep the right to rely on the mandatory law of your own country and to bring proceedings in your own country's courts. A UK consumer may sue in the United Kingdom; an EU consumer may sue where they live.

Who you can complain to. You may complain to the consumer-protection authority where you live at any time, and in Cyprus to the competent national authority. We do not commit to any named arbitration or ADR body: we are not obliged to use one and have not agreed to; our final response will tell you whether we are willing to use one and, if so, which. Nothing here requires you to use our process first, and nothing stops you going to court. Where to escalate a complaint, country by country, is in the Complaints and Content Removal Policy.

Three things live elsewhere. Your rights over your personal data, and the supervisory authorities you may complain to, are in the Privacy Policy. How to complain to us, and how we handle reports and appeals, is in the Complaints and Content Removal Policy. Our position under the UK Online Safety Act, and the single senior individual accountable for it, is on the Age Assurance and Online Safety page.

Contact

• Anything involving a child: childsafety@yunoh.com (treated as immediate at any hour)
• Removal of a non-consensual intimate image: ncii@yunoh.com (the depiction is removed within 48 hours of a valid request)
• Refunds, cancellation and the right of withdrawal from a purchase: refund@yunoh.com
• Data protection, data subject requests and privacy rights: privacy@yunoh.com
• Law enforcement, government and regulator requests, and intellectual property notices: legal@yunoh.com
• Account, billing other than refunds, payouts, safety reports, complaints and appeals: support@yunoh.com
• General enquiries: info@yunoh.com
• Telephone: there is no telephone support. Support is by email and by support chat in the app.
• Post: PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Republic of Cyprus
• Company registration number: HE 497211

Nothing on this page removes or limits any right you have under mandatory local law.