Memberships
Send the right request for a Candy AI refund
Tell us what the payment bought before asking us to return it. Subscription access and token packs are subject to different usage conditions. An explicit refund request identifies the purchase for assessment; simply stopping future renewal does not begin that assessment.
Topics in this article
Meet the general subscription policy's conditions
For consideration under the general subscription policy, request the refund within twenty-four hours of payment. The subscription must have been bought directly using a debit or credit card, with no more than twenty tokens used. Requests are assessed, not approved as an automatic result.
A connection or device issue on your side does not itself qualify under this policy. Include the reason and the transaction concerned. A record that renewal was cancelled does not supply the request or explain which purchase needs assessment.
Apply the unused-token rule to a pack purchase
The token-pack conditions require an unused purchase, card payment and a request made within twenty-four hours of payment. A pack does not share the subscription policy's threshold of up to twenty used tokens. Keep those two usage conditions distinct when identifying your purchase.
Specify the pack transaction in your request. Buying accidentally does not automatically entitle you to repayment, and the cancellation of a subscription does not reverse a token pack bought in a separate transaction.
Count the EU or UK withdrawal period from confirmation
Our initial-purchase withdrawal policy for EU and UK residents starts its fourteen-day period with the confirmation email. Renewals are outside that policy. We may deduct consumed services, with reimbursement due within fourteen days of notice, normally through the original payment method.
State clearly and unambiguously that you are withdrawing, and identify the purchase in your notice. Eligible initial purchases have this separate policy; do not treat the general twenty-four-hour refund rules as the only route available to an EU or UK resident.
Identify the payment in your email to support
Send your explicit refund request to support@candymail.ai. Include the Premium account email, transaction date and amount, with a receipt or reference if you have it. We do not need your password or complete card details in that email.
If you also want to prevent renewal, cancel it in the account. A refund or chargeback has a different effect under our terms: paid access ends immediately and remaining tokens are removed. Ordinary cancellation instead leaves the purchased term available until it expires.
Your questions
Is cancellation inside twenty-four hours enough to request my money back?
No. You still need to make an explicit refund request and identify the account and payment. Cancellation prevents later renewal; the refund request allows us to assess the conditions for that transaction.
Can a token-pack request use the subscription's twenty-token threshold?
The pack's purchased tokens must be unused. The allowance of no more than twenty tokens used belongs to the general subscription refund policy and cannot be applied to a pack.
Does cancelling determine when my bank receives a repayment?
Cancellation is not a repayment instruction. A refund needs a separate request, assessment and decision. If approved, the payment provider then has its own posting process before the return appears in your account.