Refunds

We'll refund you in full if

• you were charged twice for the same thing;
• you were charged the wrong amount, or after you'd cancelled;
• a fault on our side stopped you using what you paid for, and we couldn't fix it;
• you live in the UK or the EU, cancel within 14 days, and haven't used what you bought (see below);
• the law otherwise says we must.

Otherwise, payments aren't refundable, including the rest of a period after you cancel, or Sins you've spent. But if something went wrong, tell us anyway: we look at every request individually.

Failed photos and videos don't need a refund request. If something you paid Sins for fails or is refused, the Sins go back to your balance automatically.

How to ask

Email [email protected] within 30 days of the charge, with:

• the email address on your account;
• the date and amount of the charge;
• the last 4 digits of the card, or the transaction ID from your receipt;
• what went wrong.

We'll reply within 2 business days and decide within 7. Refunds go back to the card or wallet you paid with, and usually show up within 5 to 10 business days, depending on your bank.

When a plan payment is refunded, the plan ends and the Sins it added are taken back. Sins you've already spent stay spent.

The 14-day right to cancel (UK and EU)

If you live in the UK or the EU, you can cancel a purchase within 14 days without giving a reason. Because Sinfully starts working straight away, we ask you at checkout to agree to that, and to confirm you understand that the right ends once you start using what you bought, for example by spending Sins or sending messages beyond the free limit. If you haven't used anything, email us within 14 days for a full refund.

Please talk to us before your bank

If a charge looks wrong, email us before you dispute it with your bank. It's faster, and a disputed charge pauses your account while the bank looks into it. The full policy is at Refunds and cancellation.