Refund Policy

1. Tickets to calls, and house passes

You can get a full refund, including the service charge, if:

• the host does not show up to a call, or cancels it after you paid;
• the host ends it so early, or runs it so differently from what was advertised, that you did not get what you paid for;
• a fault on our side, including us taking the Platform down for maintenance, stops it from happening or stops you from joining (we may refund in part if you got part of it).

You will not get a refund if:

• the call or house took place and you could join it;
• you bought a house pass and the host went live fewer times than you hoped, or not at all, before it ended. A pass lasts 1 day (24 hours) from when you bought it, not for a number of lives;
• you missed it, left early, or could not join because of your own device, connection or app;
• you were removed from it, or your account was restricted, for breaking our Terms.

2. Gifts

Gifts are final. When you send a gift, it goes straight to the person you chose, and they can withdraw it. We refund a gift only if:

• you were charged but the gift never arrived;
• you were charged twice for the same gift;
• it was paid without permission by a user under 18 (see section 6), or from a stolen account or payment method, and the money has not yet been paid out;
• the law requires it.

We do not refund a gift because you changed your mind, sent it to the wrong person, or expected something in return. This is the same whether you paid for the gift directly or from gift credit.

Gift credit. Gift credit can only be spent on gifts and house passes. A pass paid from gift credit is refunded, where this policy refunds passes, back to your gift credit. We do not refund unspent gift credit, except: when you were charged but the credit never arrived; when you were charged twice for the same top-up; when a user under 18 topped up without permission (see section 6) and the credit has not been spent; when we close your account for a reason other than breaking our Terms, or stop offering gift credit; or when the law requires it. A refund goes back to the bank account the top-up came from.

3. Status and seats

Status purchases are final. Status lasts while your 30-day spend keeps it, and someone who spends more can take your seat at any time. Losing status or a seat that way does not give you a refund. We refund a status purchase only for the same reasons as a gift (section 2).

4. Fee to go live

The one-off fee to go live before you have the followers is final once paid, because it takes effect straight away and does not expire. Losing hosting or your place on Live for breaking our Terms does not give you a refund. We refund it only if:

• you were charged but it did not let you go live;
• you were charged twice for it;
• it was paid by or for someone under 18, who may not host (we refund the person who paid);
• the law requires it.

5. Free tickets

Nothing is charged, so there is nothing to refund.

6. Payments by users under 18

Users aged 13 to 17 may pay only with a parent's or guardian's permission, and only for tickets, house passes, naira gifts and gift credit, paid in naira by bank transfer, USSD or card. If a parent or guardian finds a payment they did not allow, they should email [email protected] with the payment reference as soon as possible. We will look at each case and refund what we can recover, but we cannot always refund money that has already been paid out to a host.

7. How to ask for a refund

• Email [email protected] within 48 hours of the call, house or payment, from the email on your account. We may still look at later requests, but the sooner you ask, the more likely we can help.
• Include the payment reference, what you paid for and what went wrong.
• We aim to reply within 5 business days. Approved refunds usually arrive within 5 to 10 business days, depending on your bank or network.

8. How refunds are paid

• Refunds are paid in the currency you paid in. We never convert naira to dollars or the other way round.
• Naira bank transfers are refunded to the bank account they came from, or to another account in the payer's name.
• Crypto payments are refunded in the same coin, on a network we support, to an address you give us, less network fees. Check the address: a crypto refund cannot be recalled.
• Card payments are refunded to the card they came from. Mobile money payments are refunded to the wallet they came from: we refund the dollar price and Bachs converts it at its rate on the day, so the amount in your local currency can differ.
• Payments through Paystack or Flutterwave are refunded through the same provider, to the card or bank account they came from.
• Bank payments through Stripe are refunded through Stripe.
• A refund for a host's no-show or a session that was not delivered comes out of that host's earnings. If the host has already withdrawn the money, they owe it to us.

9. Mistaken and reversed payments

If you paid the wrong amount, paid after a checkout closed, or paid twice, email [email protected] and we will credit or return the money as our payment partner allows, less any fees it charges. If a payment is reversed or recalled by a bank, we may cancel what it paid for, as our Terms explain.

10. Our decision

We decide each request fairly on its facts and will tell you why if we say no. If you disagree, reply to us and we will look at it again. You can also complain to the Federal Competition and Consumer Protection Commission.

11. Contact

United Castles Limited
Email: [email protected]