Refunds and cancellation

1.How to cancel

You can cancel your plan yourself at any time, and you don't need to contact us:

1. Sign in and open your account settings.
2. Go to Plan and choose Cancel plan.
3. Confirm. We'll email you to confirm it's cancelled.

Cancelling stops your plan renewing. You keep everything your plan includes until the end of the period you've already paid for, and you won't be charged again. If you change your mind before then, you can resume the plan from the same place.

You can also cancel through our payment processor: its name is on your bank statement, and its customer support site can cancel any subscription it bills. Deleting your account cancels your plan too.

Plans paid with cryptocurrency are paid in advance for a fixed period and never renew, so there's nothing to cancel.

2.What happens to your Sins

• A plan's monthly Sins last until the end of the month they're for, whether or not the plan renews. Sins you bought in a pack stay in your balance and never expire. Free Sins expire 30 days after they're given.
• Your plan's monthly Sins stop when the plan ends. A yearly plan adds its Sins month by month, so cancelling it stops the months still to come.
• If a photo or video you spent Sins on fails, or is refused by our checks or our reviewers, the Sins are returned to your balance automatically.
• Sins have no cash value and can't be exchanged for money. They end when your account is deleted or closed.

3.When we give refunds

We'll refund you in full if:

• you were charged twice for the same thing;
• you were charged the wrong amount, or charged after you'd cancelled;
• a fault on our side stopped you using what you paid for, and we couldn't fix it within a reasonable time;
• you cancel within the 14-day cancellation period described below, without having used what you bought;
• the law otherwise says we must.

Apart from these cases, payments aren't refundable, including for the unused part of a plan's period, Sins you've spent, or a renewal you forgot to cancel. If something else went wrong, tell us anyway: we look at every request individually and will always be fair.

4.How to ask for a refund

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 reply within 2 business days and decide within 7 business days. Approved refunds go back to the payment method you used; your bank usually takes 5 to 10 business days to show them. When a plan payment is refunded, the plan ends and the Sins it added are taken back (Sins already spent stay spent).

5.Your 14-day right to cancel (UK and EU)

If you live in the UK or the European Union, the law gives you 14 days from the day you buy a plan or Sins to change your mind, without giving a reason.

Because Sinfully is digital and starts straight away, when you buy we ask you to agree that we start immediately, and to confirm you understand that you lose the right to cancel once you start using what you bought, for example by sending a message beyond the free limit, or by spending Sins.

• If you haven't used anything, email [email protected] within 14 days and we'll refund you in full.
• If you've started using a plan, you can still cancel it so it doesn't renew, as above.

6.Renewal reminders and price changes

• Your receipt and your account settings show when your plan renews and how much it will cost.
• For yearly plans, we email you before each renewal, so you have time to cancel.
• If the price of your plan changes, we tell you before it applies to you, and the new price only starts from your next renewal.

7.Chargebacks

If you don't recognise a charge or think it's wrong, please email [email protected] before you contact your bank. We can usually sort it out faster, and a refund from us reaches you sooner than a chargeback.

If you do dispute a charge with your bank, we'll pause the account while the dispute is open, and the plan or Sins that payment bought are taken back. Disputing genuine charges you made yourself may lead to the account being closed.