Legal
Refund & Cancellation Policy
How to stop paying for Evenity, and when a payment you have already made can be refunded. Written for customers, not for engineers.
1. Cancelling
Evenity packages are sold as a fixed period and do not renew on their own. If you do nothing, the package ends when its period ends and no further payment is taken.
If you have turned Auto Renew on, switch it off in Billing. That is the whole cancellation: there is no notice period, no phone call and no retention offer. You keep everything the current period covers until the period ends.
2. When a payment can be refunded
Payments are processed by our payment provider, and a refund is made through that provider. Whether a particular payment can be refunded depends on the payment method used and on the state of the transaction at the provider — some methods and some states cannot be reversed, and the provider’s own rules apply. Because of that we confirm eligibility with you before we promise anything.
In general terms, we look at a refund request in these situations:
- You were charged and did not receive the package. If a payment succeeded on your side but the package did not appear on your account, tell us: we will either put the package in place or refund the payment.
- You were charged twice for the same purchase. A duplicate payment for one purchase is refunded — see section 3.
- A payment was taken in error, or for an amount you did not agree to. Tell us, and do not make a second payment while we look at it.
- You have not used the period and you ask promptly. If you bought a package and contact us before the period has meaningfully been used, we will look at a refund of that period. A period that has been used is not normally refunded, because the service has already been delivered.
We do not work to a fixed “ask within a certain number of days” rule, and we will not invent one here: what decides a request is whether the payment can be reversed at the provider and whether the period has already been used. Write to us and we will look at what actually happened.
3. Duplicate charges
A duplicate payment for the same purchase is refunded in full. If you think you have been charged twice, write to us with the dates and the amounts and we will check our records and the provider’s. You do not need to prove it yourself — finding out is our job.
4. A payment that failed or was interrupted
A payment that did not complete is not a charge, and there is nothing to refund. Some payment methods show a temporary hold while they are being processed; that hold is released by your bank or payment provider on their own schedule, and we cannot speed it up from our side. If an amount you did not expect has actually left your account, write to us and we will trace it.
5. Evenity balance and EveCoin
Top-ups to your Evenity balance are a service credit for use inside Evenity. It is not a currency and not a stored-value product you can cash out: the balance itself cannot be refunded or transferred to another person, and it cannot be withdrawn. If a top-up was made in error, or a payment never should have happened, contact us before spending the balance — we will look at the original payment rather than at the balance it created.
6. How a refund is made
An approved refund is returned using the payment provider’s supported refund mechanism, to the same payment method that was used, unless the provider supports another route and you ask for it. We cannot refund to a different person’s account, to a different payment instrument, or in cash.
7. How long a refund takes
We submit a refund as soon as the request is confirmed as eligible. From there it is the provider and your own bank that set the pace: a refund is not instant, and the time it takes varies by payment method and by bank. We will tell you when the refund has been submitted and what the provider said to expect; we will not promise a date we cannot control.
8. How to ask
Write to the Contact page address for accounts and payments, or to [email protected]. Please include:
- the email address on your Evenity account;
- the date and the amount of the payment you want looked at;
- the payment reference your payment provider or bank showed you, if there was one;
- a sentence on what went wrong.
We may ask you for one more detail to identify the payment — the payment method, or the name on the account that paid. We will never ask you for your full card number, your password, or a one-time code.
9. What is not covered here
This policy is about Evenity packages and top-ups. It does not cover money paid to a streaming platform, to a gift sender, or to anybody else; those are between you and them. Nothing in this policy limits a right you have under the law that cannot be limited, and nothing here replaces the Terms of Service.