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Refund Policy

Last updated: October 5, 2026

This Refund Policy applies to all purchases made on SugarMingle Extra, including Premium subscriptions and credit packages.

1. Subscription Cancellation

  • You may cancel your Premium subscription at any time from your account settings
  • Cancellation takes effect at the end of the current billing period
  • You will continue to have access to Premium features until the end of the paid period
  • No partial refunds are issued for unused time within a billing cycle

2. Eligibility for Refund

Refunds may be granted in the following circumstances:

  • Technical issues: Payment errors, duplicate charges, or service outages preventing access
  • Unauthorized charges: If your payment method was used without your authorization
  • Within 14 days: EU/EEA users may request a refund within 14 days of purchase under the EU Consumer Rights Directive, provided Premium features have not been substantially used
  • Within 3 days: Users in other jurisdictions may request a refund within 72 hours of purchase if no Premium features have been used

3. Non-Refundable Items

  • Credits or virtual gifts that have already been sent or used
  • Subscriptions after the cooling-off period has expired
  • Accounts that have been suspended or banned for Terms violations
  • Promotional or discounted purchases (unless required by law)

4. How to Request a Refund

To request a refund:

  • Contact us through our Contact Page
  • Include your account email, transaction ID, and reason for the refund
  • We will review and respond within 5–7 business days
  • Approved refunds are processed to the original payment method within 10 business days

5. Regional Consumer Rights

European Union

Under EU Directive 2011/83/EU, you have a 14-day right of withdrawal from the date of purchase. This right may be waived if you have given prior express consent to begin using digital content and acknowledged the loss of withdrawal right.

Australia

Australian consumers have rights under the Australian Consumer Law (ACL) that cannot be excluded by contract.

United Kingdom

UK consumers have a 14-day cooling-off period under the Consumer Contracts Regulations 2013.

South Africa

South African consumers have rights under the Consumer Protection Act (CPA), including a 5-day cooling-off period for direct marketing transactions.

6. Chargebacks

If you initiate a chargeback through your bank or payment provider without first contacting us, we reserve the right to suspend your account. We encourage users to contact our support team first to resolve any billing issues.

7. Contact

For refund inquiries: Neem contact met ons op