# Refunds

> When we give refunds, how to ask for one, and how long it takes.

## 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 [billing@sinfully.ai](mailto:billing@sinfully.ai?subject=Refund%20request) 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](https://sinfully.ai/refunds).