Withdrawal, refunds, and connection-credit returns

1. What a connection credit is

A connection credit is a single-use digital right for one eligible I’ve Got Criteria or The Vow connection. It does not buy access to a person, visibility, ranking, a response, a guaranteed introduction, or a relationship outcome.

Each person independently needs their own valid credit. A credit is reserved during final confirmation and consumed exactly once only if both people explicitly confirm and a Focused Match activates. If the introduction does not activate, the reservation is released and no credit is consumed.

2. Information shown before payment

Before a web purchase is completed, the purchase flow shows the section and quantity, total price and currency, applicable tax treatment, credit lifecycle, provider, withdrawal information, and links to the Terms, Privacy Policy, Contact page, and this notice.

Stripe processes web payments. Apple or Google processes native-app purchases, with RevenueCat supporting receipt validation and product state. The provider’s final purchase screen remains part of the order process.

3. Withdrawal from an eligible web purchase

If you are a consumer, an eligible distance contract generally carries a 14-day withdrawal period beginning when the contract is concluded. You do not need to give a reason. Send an unambiguous withdrawal statement through the staffed contact route before the period expires. You may use the model wording below, but it is not mandatory.

Mandatory consumer rights and remedies for non-conforming digital content or services, unauthorised payments, provider error, or our breach are not limited by this notice.

One exception applies. If you ask for a connection credit to be made available immediately and acknowledge that receiving it ends the withdrawal period once supply has begun, the withdrawal right ends at that point for that credit. Section 4 explains how that request and acknowledgement are taken and recorded. Until both are given, the 14-day right applies in full.

4. Immediate availability and use

The web purchase flow asks separately whether you request immediate availability and acknowledge the approved withdrawal information. That choice is unticked, versioned, and recorded against the particular payment attempt.

A credit being available or reserved is not automatically the same as full performance. Any loss of a withdrawal right applies only where the law permits it and every required request, consent, acknowledgement, confirmation, and durable record has been provided.

5. Credit return and monetary refund are different

• If an introduction does not activate, a reserved credit returns to the member’s in-app balance. No monetary charge is reversed merely because a reservation returned.
• A consumed credit is not automatically returned merely because an active Focused Match later ends.
• A monetary refund follows applicable law, the approved refund policy, and the payment provider’s process.
• For an Apple or Google purchase, request a monetary refund through the relevant store when that store controls the transaction. Contact support if the in-app ledger does not reflect a verified store decision.

6. Model withdrawal statement for web purchases

To the legal operator and address in the operator block: I give notice that I withdraw from my contract for the following connection credit: [Criteria or The Vow]. Ordered on: [date]. Account email or phone: [identifier]. Name: [name]. Date: [date].

Do not send a password, one-time verification code, or full card details. We may request proportionate proof needed to locate the transaction and verify account ownership.

7. Refund and purchase help

Use in-app Support or the public Contact page for a withdrawal statement, duplicate charge, unauthorised payment, missing credit, store refund, or purchase complaint. Include the account identifier, provider, date, section, and provider receipt or payment reference if available.