Ripple currently uses the applicable Apple App Store or Google Play purchase system for mobile Coins and subscriptions. Requests for billing reversals, duplicate charges or unauthorized store purchases must normally be submitted to the store that processed the transaction. Ripple may provide transaction information needed to investigate but cannot override a store's final refund decision.
Coins are consumable. A Coin amount used for a gift, message feature, call, game item or other confirmed digital interaction is normally treated as consumed and is not refundable after delivery or use, except where mandatory law or the payment provider requires otherwise. Cancelling a subscription prevents a future renewal but normally does not refund the current access period. Fraud, chargebacks or refunded gifts may reverse related recipient earnings.
1. Purpose
This Refund Policy explains the circumstances and procedures under which refunds may be available for purchases made through the Service, including Virtual Coins, Virtual Gifts, VIP or SVIP subscriptions, and other paid features.
This Policy applies together with our Terms of Service, Virtual Currency Terms, Subscription Terms, Creator Agreement, Creator Payout Policy, and other applicable policies.
Nothing in this Policy limits or excludes any consumer rights that cannot lawfully be excluded under applicable law.
2. Scope
This Refund Policy applies to purchases made through:
Apple App Store;
Google Play;
our official website or other direct payment channels;
authorized third-party payment providers; and
other payment methods expressly supported by the Service.
The refund procedure may differ depending on the payment method and the entity that processed the transaction.
3. Definitions
For purposes of this Policy:
“Coins” means virtual currency purchased or otherwise obtained for use within the Service.
“Gift” means a virtual item, digital gift, or other digital expression that a User may send to another User or Creator using Coins.
“Subscription” means a recurring or fixed-term paid membership, including VIP or SVIP.
“Consumed Coins” means Coins that have already been used for Gifts, paid interactions, calls, features, or other Services.
“Unconsumed Coins” means purchased Coins that remain unused in the User's account.
“Creator” means a User participating in the Creator Program.
“Refund” means a return of some or all of the amount paid for a transaction.
“Chargeback” means a payment reversal initiated through a bank, card issuer, payment provider, or other financial institution rather than through our normal refund process.
4. General Refund Principles
We aim to process legitimate refund requests fairly and consistently.
Eligibility for a refund depends on factors including:
the type of purchase;
whether the purchased service or digital item has been used;
the payment method;
the applicable law;
the applicable App Store or payment-provider rules;
whether the transaction was authorized;
whether the transaction was duplicated or incorrectly processed;
whether fraud or abuse is suspected; and
whether the purchase has already resulted in value being transferred to another User or Creator.
A refund is not automatically available merely because a User changes their mind after using a paid feature.
However, nothing in this Policy removes or restricts mandatory statutory consumer rights.
5. Statutory Consumer Rights
Users may have mandatory rights under the laws of their country or region.
Depending on the applicable law, consumers may have rights relating to:
defective digital content or services;
digital services that do not conform to the applicable contract;
unauthorized transactions;
misleading or incorrect charges;
cancellation or withdrawal rights;
recurring subscription payments; or
other legally protected consumer remedies.
Where applicable law provides a mandatory right to a refund, that right will apply regardless of any contrary provision in this Policy.
6. Payment Channel Determines the Refund Procedure
The entity that processed the original payment may determine the applicable refund procedure.
If a transaction was processed through an app store, payment provider, or other third party, the User may be required to submit the refund request through that provider's applicable refund process.
For transactions processed directly by the Platform, Users may submit a refund request through the Service's customer support or designated refund channel.
Users should provide sufficient transaction information to allow the Platform to identify the purchase.
7. Apple App Store and Google Play Purchases
Where a purchase was processed through an app store, the applicable app-store payment and refund procedures may apply.
The Platform may be unable to directly issue or control a refund where the payment was processed and settled by the applicable app store.
Users should follow the refund process provided by the platform through which the purchase was completed.
Where the Platform receives information regarding an approved refund, we may update the corresponding Coins, Gifts, Subscription status, or other benefits associated with the transaction.
8. Direct Website and Other Platform Payments
For purchases processed directly by the Platform or an authorized payment provider, Users may contact customer support and provide:
account identifier;
transaction ID;
purchase date;
purchased product or service;
amount charged;
payment method, where relevant; and
a description of the refund request.
We may request additional information reasonably necessary to verify the transaction.
For security reasons, Users should not provide complete card numbers, passwords, authentication codes, or other unnecessary sensitive credentials through customer support.
9. Virtual Coin Purchases
Coins are digital units intended for use within the Service.
Coins do not constitute:
legal tender;
a bank deposit;
an investment;
cryptocurrency;
stored monetary value;
a financial instrument; or
a promise of future monetary return.
Coins generally cannot be redeemed for cash except where required by applicable law.
10. Unconsumed Coins
Where permitted by applicable law, a User may request a refund for unconsumed Coins.
Eligibility may depend on:
the payment channel;
applicable consumer law;
whether the Coins remain completely unused;
whether the purchase was part of a promotional offer;
whether the transaction is subject to a statutory withdrawal right; and
whether there are indicators of payment fraud or refund abuse.
A request involving unused Coins may be reviewed differently from a request involving Coins that have already been consumed.
11. Consumed Coins
Once Coins have been used for a paid feature or digital service, the transaction may be considered partially or fully fulfilled.
Examples include:
sending a Virtual Gift;
purchasing or unlocking a digital feature;
using Coins for a paid communication feature;
using Coins for an eligible voice or video interaction;
using Coins for Creator-related features; or
otherwise consuming Coins within the Service.
Where the applicable service has already been provided, refunds may not be available except where required by applicable law or where the transaction was unauthorized, incorrectly charged, duplicated, or otherwise eligible for correction.
12. Virtual Gifts
Virtual Gifts are digital items intended to be delivered within the Service.
Once a Gift has been successfully sent and recorded, it may not ordinarily be reversible merely because the sender later changes their mind.
This does not affect any mandatory legal right that may apply to the transaction.
If a Gift was sent as a result of:
an unauthorized transaction;
a technical error;
duplicate billing;
a verified system malfunction; or
another circumstance qualifying for correction,
the Platform may investigate and determine an appropriate remedy.
13. Gifts and Creator Earnings
When a User sends an eligible Gift to a Creator, the associated transaction may contribute to the Creator's recorded earnings.
If the underlying User transaction is subsequently refunded, reversed, charged back, or determined to be fraudulent, the corresponding Creator earnings may be adjusted.
Such adjustment may include:
reducing Pending Earnings;
reducing Available Balance;
reversing previously credited earnings;
placing a temporary hold on related earnings; or
creating a negative balance where permitted by the Creator Agreement and applicable law.
The Platform will maintain appropriate records of such adjustments.
14. Subscription Refunds
Subscriptions, including VIP and SVIP memberships, may be subject to different refund rules depending on:
the payment platform;
the subscription period;
whether the subscription has started;
whether benefits have already been used;
applicable consumer law; and
the terms presented at the time of purchase.
Deleting the application does not necessarily cancel an active subscription.
Users should cancel recurring subscriptions through the applicable subscription-management mechanism before the next renewal where required.
15. Subscription Benefits Already Used
Where permitted by applicable law, a refund may be limited where a User has already substantially used the benefits of a subscription period.
Examples of subscription benefits may include:
VIP or SVIP status;
enhanced discovery or matching features;
additional visibility;
premium communication features;
badges or profile privileges;
additional digital benefits; and
other benefits disclosed at the time of purchase.
Any mandatory statutory refund or cancellation right remains unaffected.
16. Free Trials and Promotional Offers
Free trials, discounted subscriptions, promotional Coins, bonus Coins, promotional Gifts, and other promotional benefits may be subject to additional conditions disclosed at the time of the offer.
Promotional benefits may have no cash value.
Where a promotional purchase is refunded, the Platform may also reverse associated promotional benefits to the extent permitted by applicable law.
17. Immediate Digital Services
Certain digital services may become available immediately after purchase.
Examples include:
Coins;
digital Gifts;
VIP/SVIP access;
premium features;
digital content;
paid communication functions; and
other immediately delivered digital services.
Where applicable law permits a consumer to waive or lose a withdrawal right after requesting immediate performance of a digital service, the applicable legal requirements and disclosures may apply.
Nothing in this section removes a mandatory statutory right.
18. Duplicate Charges
If a User believes that the same transaction was charged more than once because of a technical or payment-processing error, the User should contact support as soon as reasonably possible.
Where a duplicate charge is verified, the Platform may refund the duplicated transaction or take another appropriate corrective action.
19. Unauthorized Transactions
If a User believes that a transaction was made without authorization, the User should promptly:
secure their account;
change relevant credentials where appropriate;
contact the payment provider or financial institution where necessary; and
contact Platform support with the relevant transaction information.
The Platform may investigate account activity, transaction records, device information, authentication records, and other relevant security information.
If a transaction is determined to be unauthorized, the Platform may take appropriate corrective action subject to applicable law and the relevant payment provider's procedures.
20. Payment Errors
If a technical error causes an incorrect amount to be charged, the Platform may correct the transaction.
Examples include:
duplicate charges;
incorrect pricing;
incorrect quantity;
failed transactions that were nevertheless charged;
payment-processing errors; or
other verified technical billing errors.
21. Refund Abuse and Fraudulent Refund Claims
The Platform may investigate repeated, inconsistent, fraudulent, or abusive refund requests.
Examples of potentially abusive activity include:
repeatedly purchasing and requesting refunds after consuming Coins;
intentionally using paid features before seeking a refund;
falsely claiming unauthorized transactions;
manipulating payment systems;
using multiple accounts to obtain repeated refunds;
coordinating refunds with other Users;
abusing promotional offers; or
deliberately exploiting technical billing errors.
Where permitted by law, the Platform may take appropriate measures, including:
rejecting an unsupported refund request;
restricting purchases;
suspending certain account functions;
placing a temporary payment review;
reversing improperly obtained benefits; or
suspending or terminating an account for serious abuse.
22. Chargebacks
Users should contact Platform support before initiating a chargeback when the issue can reasonably be resolved through the normal refund process.
However, nothing in this Policy prevents a User from exercising rights available through their payment provider or applicable law.
Where a chargeback is initiated, the Platform may:
investigate the transaction;
provide transaction records to the relevant payment provider;
suspend related benefits;
reverse Coins or Gifts associated with the transaction;
adjust Creator earnings;
place related earnings on hold; or
restrict further purchases where necessary to manage fraud or payment risk.
A chargeback does not automatically establish that a transaction was unauthorized or defective.
23. Account Suspension or Termination
If an account is suspended or terminated because of a violation of the Terms of Service or other policies, the User does not automatically become entitled to a refund.
Any refund eligibility will continue to be determined according to:
applicable law;
the nature of the purchase;
whether the service was already provided;
the reason for the account action; and
the applicable payment-provider rules.
Where a refund is legally required, account suspension or termination does not remove that right.
24. Account Deletion
Deleting an account does not automatically create a right to a refund.
Before deleting an account, Users should review:
active subscriptions;
unused Coins;
pending purchases;
Creator-related balances; and
other paid services.
Where applicable law provides a refund or cancellation right, such right remains unaffected by account deletion.
25. Partial Refunds
Depending on the circumstances, a refund may be:
full;
partial;
limited to an incorrectly charged amount;
limited to an unused portion of an eligible service; or
otherwise adjusted as required by applicable law.
The Platform may consider the amount of service already provided when determining the appropriate remedy, where permitted by law.
26. Refund Method
Where the Platform processes a refund directly, the refund will generally be returned through the original payment method where reasonably possible.
The timing of the refund may depend on:
the Platform;
the payment provider;
the card issuer;
the bank;
currency conversion;
payment-network processing; and
other external factors.
The Platform does not control the exact time required for a bank or payment provider to display a completed refund.
27. Currency Conversion and Fees
If a transaction was processed in a currency different from the User's local currency, exchange-rate differences may affect the amount ultimately received.
Where applicable, payment-provider fees, foreign-exchange charges, or other third-party charges may be outside the Platform's control.
Where the Platform is legally responsible for returning an amount, it will process the refund in accordance with the applicable transaction and legal requirements.
28. Taxes
Where taxes were included in the original transaction, the tax component of a refund will be handled according to applicable tax rules.
The final amount returned may therefore depend on the original transaction, applicable taxes, and the payment provider's processing.
29. Refund Request Procedure
For transactions eligible for direct Platform review, Users should contact customer support through the designated support channel.
A refund request should normally include:
account identifier;
transaction ID or receipt;
purchase date;
purchase type;
amount charged;
payment channel; and
reason for requesting a refund.
Users should submit accurate information.
The Platform may request additional evidence where reasonably necessary.
30. Refund Review
Refund requests may be reviewed using relevant information, including:
transaction records;
purchase history;
Coin balance and usage;
Gift records;
Subscription status;
account activity;
authentication records;
payment-provider information;
security signals;
previous refund activity; and
other information reasonably necessary to determine the transaction status.
Information will be handled in accordance with the Privacy Policy and applicable law.
31. Refund Decisions
Where the Platform is responsible for reviewing a refund request, the Platform may:
approve the refund;
approve a partial refund;
request additional information;
reject the request where no applicable refund right is established; or
refer the matter to the applicable payment provider where that provider controls the transaction.
Where appropriate, the Platform may provide a reason for its decision.
32. Refund Appeals
If a User believes that a refund request was incorrectly rejected, the User may contact customer support and request a review, subject to any applicable time limits or payment-provider procedures.
The User should provide any additional information relevant to the dispute.
Nothing in this section limits mandatory legal remedies.
33. Effect of Refunds on Creator Earnings
Where a refunded or reversed User transaction previously generated Creator Earnings, the Platform may recalculate the relevant earnings.
Adjustments may be applied to:
Pending Earnings;
Available Balance;
future payouts; or
other Creator balances.
The applicable treatment is further described in the Creator Agreement and Creator Payout Policy.
34. Negative Creator Balances
Where permitted by applicable law and the Creator Agreement, reversal of fraudulent, refunded, or charged-back transactions may cause a Creator's earnings balance to become negative.
The Platform may offset such balance against future eligible earnings.
The Platform will not use this provision to remove or restrict mandatory legal rights.
35. No Cash Redemption of Coins
Unless required by applicable law, Coins purchased for use within the Service cannot be redeemed for cash.
A refund of an eligible Coin purchase does not establish that Coins have independent monetary value.
36. No Refund for Social Outcomes
The Service provides communication and social features.
The Platform does not guarantee that a User will:
receive a response;
obtain a match;
establish a relationship;
receive Gifts;
receive attention from another User;
achieve a particular social outcome; or
obtain any particular result from a paid feature.
Payment for a subscription, Coins, Gifts, or other digital services does not constitute payment for a guaranteed personal, romantic, financial, or social outcome.
37. Refunds and Promotional Bonuses
Where a purchase includes bonus Coins, promotional Gifts, discounts, or other promotional benefits, the Platform may adjust or remove unused promotional benefits when a related purchase is refunded, to the extent permitted by applicable law.
Promotional benefits do not normally have independent cash value.
38. Payment Security
Users are responsible for maintaining the security of their accounts and payment credentials.
The Platform will not request a User's:
full payment-card password;
payment authentication code;
cryptocurrency private key;
wallet seed phrase; or
similar highly sensitive credentials
through ordinary customer-support communications.
Users should report suspected payment fraud promptly.
39. Relationship with Other Policies
This Refund Policy should be read together with:
Terms of Service;
Privacy Policy;
Virtual Currency Terms;
Subscription Terms;
Creator Agreement;
Creator Payout Policy;
Community Guidelines; and
Safety / Anti-Scam Policy.
If another policy contains a specific rule concerning a particular transaction, that rule may apply together with this Policy.
Where there is a conflict, mandatory applicable law will prevail.
40. Changes to This Refund Policy
We may update this Refund Policy from time to time.
Changes may be made to reflect:
changes to the Service;
changes to payment methods;
changes to applicable law;
changes to payment-provider requirements;
changes to refund procedures; or
improvements to fraud and payment controls.
Where required by law, we will provide appropriate notice of material changes.
The version applicable to a transaction will generally be determined according to applicable law and the terms presented at the time of purchase.
41. Contact
Refund-related questions should be submitted through:
Support Center: https://rippleim.com/legal/
Refund Support: kisschou@gmail.com
Operator: Individual developer and operator of Ripple
Formal notices: kisschou@gmail.com
Jurisdiction: Subject to applicable mandatory law and the user's place of residence
42. Mandatory Rights
Nothing in this Refund Policy is intended to:
exclude mandatory consumer rights;
restrict legally available remedies;
misrepresent a User's statutory rights; or
prevent a User from exercising rights available under applicable law.
Where local law provides stronger consumer protection than this Policy, the applicable local law will prevail to the extent required.
End of Refund Policy