Refund Policy
This page explains when money comes back to you and when it does not. It sits underneath the User Agreement.
1. The whole position, in one place
All purchases of Coins and Gifts are final, except in the cases below. Where a case applies, it applies whatever else this page says.
- Fourteen days to change your mind about a purchase you have not touched. If you have consumed nothing at
- all from a purchase, ask us within 14 days of it and you get the whole price back, with nothing retained. You do not need a reason and you do not need to close your Account.
- Once you start spending a purchase, there is no refund on it. The moment any Coin from that purchase is consumed — on Session minutes, a Direct Call or a Gift, and whether it was a base Coin or a bonus Coin — that purchase is closed to refund. There is no partial refund. Your Coins remain yours and never expire.
- If something went wrong, there is no time limit at all. Section 3.
- If we end your Account and it is not because you broke the rules, you get your money back whatever the date. Including if we close it for inactivity.
Three further things, so nothing is a surprise:
- Your Coins never expire. There is no dormancy rule, no inactivity forfeiture and no deadline for using them. A Coin bought today is still one minute of Session time in five years. What ends after 14 days is the option to take cash instead — not the Coin.
- Free and bonus Coins carry no cash value, because nothing was paid for them. Promotional Coins may carry an expiry, which we tell you when we grant them.
- Refunds go only to the payment method you paid with. Never a different card, never a bank account, never a third party. There are no exceptions and nobody here can vary it.
Messages are free to both sides, so no Coin is ever consumed by one and there is nothing on a Message to refund.
2. Changing your mind: 14 days, whole price
2.1 If you have consumed nothing at all from a purchase, you may ask us within 14 days of that purchase for the whole price back. We refund the full amount and remove the corresponding Coins from your balance.
2.2 Four rules apply, and nothing else does.
- Within 14 days of that purchase. A request made inside the window stays inside it however long we take to decide it.
- Only a purchase you have not touched. If any Coin from it has been consumed — base or bonus — the purchase is not refundable.
- Only to the original payment method.
- The amount is the whole price you paid, including the part attributable to any bonus Coins. Nothing is retained.
2.3 After 14 days. Your Coins remain yours and never expire. What ends is the option to convert an untouched purchase back into money.
2.4 Digital content supplied immediately. Coins reach your balance the moment your payment succeeds. Before you pay we ask you, as a separate step, to consent to that immediate supply and to acknowledge what it means for your right to withdraw. We confirm that back to you in your receipt. Your rights under the law where you live are set out in section 6 and always survive this page. If you are in the UK or the EU, Your Rights in the UK and the EU explains the 14-day right to cancel in full and carries the model cancellation form.
3. When we refund because something went wrong — no time limit
None of the rules in section 2 applies to any of these. Tell us whenever you find it.
- A duplicate or wrong charge. Charged twice, charged the wrong amount, or charged for a bundle you did not receive.
- A Session that failed on our side. It did not connect, video or audio failed, it was unusable, or the Platform was down. This does not cover your own device or internet connection, though we will look at any case where the cause is genuinely unclear.
- A Session ended because the other person broke the rules. You are not charged for time after it ends, and we credit back the Coins consumed in the disputed part. Where the breach is confirmed, we normally credit the whole Session.
- Someone used your payment method without your authorisation. Tell us and tell your bank.
- A change we made that disadvantages you. You may have the price of your untouched purchases back whatever the date.
- Coins you spent after being told nudity or explicit conduct would follow. Nobody on Yunoh can deliver that — it is prohibited for everyone. If you spent on the strength of such a promise, that is a legitimate ground to ask for your money back, whenever it happened, and we treat it as a safety report as well.
- Wherever the law that applies to you requires it.
We may also refund or credit as a goodwill gesture. Doing it once does not create a right to have it done again.
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 ten seconds of
- every match are free, so if a match is not right for you, leaving 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 and we cannot.
- A Gift you regret sending. A Gift is consumed the moment you send it.
- Coins consumed in a Session ended because you broke the rules.
- Free, promotional and bonus Coins, because nothing was paid for them.
- A claim the evidence shows is not genuine — for example, that a Session did not work 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
5.1 Email refund@yunoh.com. A plain email is enough — you do not need a form and you do not need to give a reason. Tell us the email address on your Account, roughly when the purchase was, and what you want.
5.2 We aim to acknowledge within 3 business days and to decide within 14 days of having what we need. We process an approved refund within 10 to 14 days; where your request is a withdrawal under the statutory right, we reimburse you within 14 days of being told, because the law requires it. Your bank then takes its own time, usually a further 5 to 10 business days.
5.3 If we decline, we tell you why in terms you can act on. Ask for a review within 30 days and someone who was not responsible for the original decision will look at it again. We aim to answer within 14 days.
5.4 Please come to us before you go to your bank. A chargeback is slower, it gives us no chance to fix the problem, and it triggers protective measures on your Account that an email does not. Almost every legitimate refund is resolved faster by writing to us. If your card was genuinely used without your authorisation, that is different — tell your bank and tell us.
6. Your rights as a consumer
Nothing on this page removes, restricts or replaces any right you have as a consumer under the mandatory law of the country where you live. Where anything here conflicts with such a right, the right wins and the rest of this page continues to apply.
For consumers in the EU and EEA that includes rights under the Consumer Rights Directive, the Digital Content Directive and the Unfair Contract Terms Directive, as implemented in Cyprus and in your own country. For consumers in the UK it includes rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Elsewhere, the same principle applies: your mandatory local rights survive this page.
You may complain to the consumer-protection authority where you live at any time. Nothing here requires you to use our process first, and nothing here stops you going to court.
If you are in the UK or the EU, there is a page written for you. Your Rights in the UK and the EU sets out the 14-day right to cancel, exactly how to exercise it, what happens when you do, the model cancellation form, your data-protection rights, and where to escalate a complaint in your own country.
Contact
- Refunds and withdrawals: refund@yunoh.com
- Everything else: support@yunoh.com
- PXL NexQuantum Ltd, Voukourestiou 25, Neptune House, 1st floor, Flat/Office 11, Zakaki, 3045 Limassol, Cyprus · registration number HE 497211