Memberships
Identify your purchase before requesting a refund
A membership payment and a token-pack purchase have different refund requirements. Tell us which transaction you want reviewed and explicitly request repayment. Cancelling renewal is a separate action: it prevents a future subscription payment but does not begin a review of money already paid.
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Check direct-card subscription eligibility
Our general subscription refund policy considers requests made within twenty-four hours of payment where the subscription was bought directly by credit or debit card and no more than twenty tokens have been used. Meeting those conditions permits assessment; it does not mean approval is automatic.
Device or connection problems on your side do not, by themselves, qualify a purchase under this policy. Explain the reason for your request and identify the payment. A cancellation record alone neither asks for a refund nor identifies the transaction you want us to review.
Keep a purchased token pack unused for this refund route
For a token-pack request, the purchase must be unused, paid for by card and reported within twenty-four hours of payment. The subscription rule allowing no more than twenty used tokens does not apply to packs. Check the requirement for the transaction you actually bought.
Include the specific pack payment when asking us to assess it. An accidental purchase is not automatically refundable. Likewise, stopping membership renewal does not undo a separate token-pack transaction or submit a request for that purchase.
Use the separate initial-purchase policy for EU and UK residents
EU and UK residents have a fourteen-day withdrawal period for an initial purchase, counted from the confirmation email, not for renewals. Consumed services may be deducted. Reimbursement is due within fourteen days of withdrawal notice and normally returns through the original payment method.
Make your withdrawal notice clear and unambiguous, with enough information to identify the purchase. For an eligible initial purchase, this is a separate route. EU or UK residents should not read the general twenty-four-hour policy as the sole possible basis for a request.
Email a clear request and manage future renewal separately
Write to support@candymail.ai to request a refund explicitly. Provide the Premium account email, date and amount of the transaction, plus a receipt or payment reference if available. Leave out your password and full card information; those details are not needed in the message.
Cancel in your account as well if you want to stop future renewal. Under our terms, a refund or chargeback ends paid access immediately and removes remaining tokens. This differs from ordinary cancellation, which leaves the existing paid term available until its end.
Your questions
Have I requested a refund if I cancelled within twenty-four hours?
No. Send a separate, explicit refund request naming the account and transaction. Cancellation controls future renewal; a refund request lets us review whether the particular payment meets the relevant conditions.
May I use twenty tokens from a pack and still meet its refund rule?
No. A token-pack purchase must remain unused for that policy. The no-more-than-twenty-used-tokens condition applies to a general subscription refund request, not to a separately purchased pack.
Will cancellation set the date a refund reaches my bank?
No. Cancellation does not instruct a repayment. A refund request must be reviewed and decided separately. Where a refund is approved, your payment provider's posting process also affects when it appears in your account.