Refund Policy

In order to provide you with a transparent and satisfactory service experience, we have formulated this Refund Policy to explain the rules and procedures regarding charges, refunds, chargebacks, and related handling applicable to virtual coins, memberships, value-added privileges, digital content, and digital services purchased through the official website, web platform, Apple App Store, Google Play, and other payment channels approved by us.

1. Scope of Application and Distinction Between Payment Channels

This Refund Policy applies only to ordinary end users of the Product and does not apply to Hosts, room owners, guilds, agencies, business partners, or any other parties entitled to withdrawals, revenue sharing, settlement proceeds, or other commercial income. You acknowledge that the Product may provide one-time purchases, fixed-term memberships, recurring subscriptions, or auto-renewal services through the official website, web platform, Apple App Store, Google Play, or other payment channels approved by us.

For purchases completed through the Apple App Store or Google Play, refund applications, billing disputes, reversals, cancellations, or other payment-related matters shall, in principle, be governed first by the rules and official procedures of the relevant app store, payment service provider, or billing entity. You shall submit applications through the channels designated by such third parties. We may provide reasonable assistance where necessary, but we do not undertake or guarantee that such third parties will approve your refund request.

For purchases completed through our official website, web platform, or other channels through which we directly collect payments, refunds shall be handled by us in accordance with this Refund Policy, the relevant transaction pages, and applicable laws. For auto-renewal services directly billed by us through the official website or web platform, you may cancel future automatic renewals through your personal homepage on the web platform. Cancellation of a subscription generally only stops automatic charges for the next billing cycle and does not automatically entitle you to a refund for the current billing cycle already paid. Unless otherwise required by applicable law, expressly stated on the transaction page, separately agreed by us, or otherwise provided in this Refund Policy, you will generally continue to enjoy the relevant subscription benefits during the paid subscription period after cancellation.

2. Recharge Refunds

Unless otherwise required by applicable law, or unless we verify the existence of statutory or agreed refund exceptions, all purchases of coins, diamonds, gifts, memberships, value-added features, voice/chat privileges, room privileges, digital content, or other digital services purchased with legal tender shall, once successfully completed, generally constitute final transactions and shall be non-revocable, non-refundable, non-exchangeable for cash, and may not be converted back into legal tender.

In particular, due to the nature of voice-chat social products, which involve instant interaction, instant display, and immediate performance of services, if you have used the relevant virtual coins, gifts, or other digital rights for tipping, gifting, unlocking voice or chat functions, purchasing membership benefits, obtaining room or interaction privileges, participating in other value-added functions, or if such digital rights have already been issued, credited to your account, activated, displayed, consumed, partially consumed, gifted, exchanged, converted, or otherwise used, we shall have the right to determine that the relevant digital content or digital services have been fully or partially performed. Except where otherwise mandatorily required by applicable law, we will no longer accept refund applications.

For auto-renewal services subscribed through the official website or web platform, once the subscription fee for each billing cycle has been successfully charged and the corresponding subscription benefits have been activated, renewed, or made available to you, such billing cycle shall generally be deemed a final transaction. After you cancel a subscription, such cancellation usually only stops automatic charges for the next billing cycle. Unless otherwise mandatorily required by applicable law, expressly stated on the transaction page, separately agreed by us, or otherwise provided in this Refund Policy, we generally do not refund subscription fees already incurred due to your failure to cancel in time, insufficient use of subscription benefits, dissatisfaction with subjective experience, dissatisfaction with social interaction outcomes, changes in content preferences, consumer remorse, or similar reasons.

The foregoing "statutory or agreed refund exceptions" generally apply only to the following circumstances: duplicate charges or incorrect billing caused by us or our payment systems; successful payments where the relevant digital rights were not actually delivered due to our technical failures; unauthorized payments, stolen card transactions, or other fraudulent transactions reasonably verified by us; or other circumstances in which refunds or remedies must be provided under applicable law.

Any promotional gifts, event rewards, complimentary distributions, compensatory distributions, or other virtual coins, gifts, or rights obtained without payment shall not possess independent refundable value. If a transaction is refunded, reversed, or charged back, we reserve the right to first revoke any associated complimentary portions, promotional portions, or unused rights connected with such transaction. Where a refund involves subscription benefits, we reserve the right, to the extent permitted by applicable law, to simultaneously terminate, revoke, deduct, or adjust the corresponding subscription benefits, membership benefits, promotional benefits, or other account rights associated with the refunded transaction.

3. Refund Applications, Review, and Processing

If you believe that a transaction qualifies for a refund, you shall contact us as soon as possible after discovering the relevant issue through the contact methods specified in this Refund Policy and provide sufficient information for identifying and verifying the transaction, including but not limited to account information, order number, payment time, payment amount, payment proof, description of the issue, and other supporting materials reasonably required by us.

You understand and agree that we reserve the right to review refund applications based on risk control, anti-fraud measures, financial verification, technical investigations, and compliance requirements under applicable laws, and may require you to supplement materials or cooperate with identity verification or payment verification. If you refuse to cooperate, or if we cannot reasonably confirm the existence of refundable circumstances based on available evidence, we reserve the right to reject your refund request.

Where we approve a refund, the refund will generally be returned to the original payment route or original payment instrument. If returning the refund through the original route is impossible due to payment channel restrictions, technical reasons, expiration of the original payment instrument, or other reasons not attributable to us, we may, to the extent permitted by applicable law, determine another reasonable refund method or refuse refund arrangements beyond our actual control capabilities.

For digital content or digital services that have already been partially performed, partially used, or have already provided measurable value to you, we reserve the right, to the extent permitted by applicable law, to deduct the value, costs, handling fees, channel fees, or other reasonable amounts corresponding to the performed or consumed portions when processing refunds.

4. Chargebacks, Payment Disputes, and Account Handling

If you initiate a chargeback, payment reversal, disputed charge, refund claim, or similar procedure with a card issuer, payment institution, app store, payment service provider, or other third party regarding a transaction for which the corresponding virtual coins, gifts, memberships, value-added rights, digital content, or digital services have already been issued, activated, used, partially used, or have generated any account rights, we reserve the right, to the extent permitted by applicable law, to take one or more measures, including but not limited to:

temporarily suspending or restricting your account or certain functions;

reclaiming unused virtual coins, gifts, memberships, or other rights;

offsetting relevant account balances or revenues;

freezing the account status related to the transaction;

refusing to continue providing services to the extent necessary; and

seeking recovery from you for any resulting losses, handling fees, chargeback fees, channel penalties, investigation costs, or other reasonable expenses to the extent permitted by law.

For the avoidance of doubt, if your account is restricted, frozen, suspended, or terminated due to violations of the User Agreement, Platform Rules, applicable laws, or risk control requirements, digital content and digital services already purchased, issued, or used are generally non-refundable unless otherwise mandatorily required by applicable law. However, where applicable laws contain mandatory provisions regarding auto-renewal services, consumer cancellation rights, refund rights, or other mandatory remedies, such mandatory provisions shall prevail.

5. Age Representation, Account Security, and User Responsibilities

The Product is intended only for users who are at least 18 years old. You shall ensure that the account, payment instrument, device, and payment verification methods used for purchases are lawfully controlled and properly safeguarded by yourself.

To the extent permitted by applicable law, where disputes arise due to your voluntary sharing of accounts, devices, verification codes, or payment information with others, failure to properly enable authentication measures, or improper safeguarding on your part, resulting in mistaken purchases, unauthorized use, unauthorized payments, mistaken tipping, mistaken gifting, or other disputes, we reserve the right to determine, based on the circumstances, whether to accept or reject refund requests.

You further understand that refund requests based on subjective experiences, social interaction outcomes, host response results, communication effectiveness, unmet expectations after tipping, changes in content preferences, consumer remorse, or similar reasons generally do not constitute valid grounds for refunds.

6. Contact Us

If you have any questions regarding this Refund Policy or require further clarification, please contact us at contact@sallochat.com. We will process your inquiries, verification requests, or refund applications within a reasonable period. When contacting us, please provide complete information relating to the relevant transaction whenever possible so that we may assist you more efficiently.

7. Relationship with the User Agreement

This Refund Policy forms an integral part of the User Agreement and related product rules and shall be read together with the User Agreement. In the event of any inconsistency between this Refund Policy and the User Agreement regarding the same matter, the more specific provision applicable to such matter shall prevail to the extent permitted by applicable law.

Where applicable laws contain mandatory provisions regarding consumer rights, withdrawal rights, refund rights, subscription cancellation rights, auto-renewal disclosure obligations, renewal reminder rights, or other remedies, such mandatory provisions shall prevail.

Please note that this Refund Policy does not affect any rights or remedies you may have under applicable consumer protection laws.