Refund Policy
This Refund Policy ("Policy") outlines the terms and conditions under which refunds are processed on TrueBrides.com ("We", "the Website"). This Policy should be read in conjunction with our Terms of Use and Anti-Scam Policy.
1. General Refund Principles
Generally, fees paid for credits are non-refundable except as required by law or as explicitly stated in this Policy. We are committed to fairness and will consider every refund request on a case-by-case basis.
For EU/EEA Residents: In accordance with EU consumer law, you have the right to withdraw from a credit purchase within 14 days. If you exercise this right, you are entitled to a monetary refund for any unused credits from that purchase.
Please note that if you have violated our Terms of Use, we reserve the right to decline your request for any kind of refund.
For EU/EEA Residents: In accordance with EU consumer law, you have the right to withdraw from a credit purchase within 14 days. If you exercise this right, you are entitled to a monetary refund for any unused credits from that purchase.
Please note that if you have violated our Terms of Use, we reserve the right to decline your request for any kind of refund.
2. Credit Refunds
In certain situations, we may refund credits back to your TrueBrides.com account balance. These credits can then be used for other services on the site. A credit refund may be issued in the following cases:
- Confirmed Scam Activity: If you have been a victim of a scam, as defined in our Anti-Scam Policy, we will refund all credits you spent communicating with the confirmed scammer.
- Member Account Deletion: If a member you are corresponding with requests their profile to be deleted, our support team may, at its sole discretion, review the correspondence and issue a partial refund of up to 10 credits for your last message to that member.
- Gift Delivery Issues: If a gift you ordered was not delivered or the item delivered did not resemble the product ordered, we will refund the full credit amount for that purchase.
- Contact Exchange Denial: If your request to exchange contact details with a member is repeatedly denied without a reasonable explanation from the member, a refund for the credits spent on that specific request may be considered at our discretion.
- Poor Quality of Service: If you experience a clear technical malfunction on our website that prevents a service from being rendered correctly (e.g., a video chat fails due to a site error), a credit refund for that service may be issued.
- Confirmed Scam Activity: If you have been a victim of a scam, as defined in our Anti-Scam Policy, we will refund all credits you spent communicating with the confirmed scammer.
- Member Account Deletion: If a member you are corresponding with requests their profile to be deleted, our support team may, at its sole discretion, review the correspondence and issue a partial refund of up to 10 credits for your last message to that member.
- Gift Delivery Issues: If a gift you ordered was not delivered or the item delivered did not resemble the product ordered, we will refund the full credit amount for that purchase.
- Contact Exchange Denial: If your request to exchange contact details with a member is repeatedly denied without a reasonable explanation from the member, a refund for the credits spent on that specific request may be considered at our discretion.
- Poor Quality of Service: If you experience a clear technical malfunction on our website that prevents a service from being rendered correctly (e.g., a video chat fails due to a site error), a credit refund for that service may be issued.
3. Monetary Refunds
A monetary refund (a return of funds to your original payment method) is available only under specific circumstances:
- Fraudulent Use of Your Card: If it is proven that your credit card was used fraudulently on our website without your authorization, a full monetary refund will be issued.
- Erroneous Purchase: For a one-time, accidental purchase of a credit package, you may be entitled to a full monetary refund, provided that **none** of the purchased credits have been used. If some of the credits have been spent, a partial refund for the unspent portion may be considered.
- Termination by Us Without Cause: If we terminate your account for reasons not related to a violation of our Terms of Use, you will receive a prorated monetary refund for any unused credits you have paid for.
- Fraudulent Use of Your Card: If it is proven that your credit card was used fraudulently on our website without your authorization, a full monetary refund will be issued.
- Erroneous Purchase: For a one-time, accidental purchase of a credit package, you may be entitled to a full monetary refund, provided that **none** of the purchased credits have been used. If some of the credits have been spent, a partial refund for the unspent portion may be considered.
- Termination by Us Without Cause: If we terminate your account for reasons not related to a violation of our Terms of Use, you will receive a prorated monetary refund for any unused credits you have paid for.
4. How to Request a Refund
To request a refund, please contact our support team at support@truebrides.com. Please provide your account details, the reason for your request, and any supporting evidence (such as message logs or order details).
We will review your request and provide an initial response within 72 hours. Please note that investigations into scam claims or other complex issues may take longer.
We will review your request and provide an initial response within 72 hours. Please note that investigations into scam claims or other complex issues may take longer.
5. Chargebacks
A chargeback is not the same as a refund. We strongly encourage you to contact our support team to resolve any issues before initiating a chargeback with your bank. Please be aware that if you file a chargeback, we may be required to provide your bank with evidence to validate the transaction, which may include your communications on our platform.