Refund & Cancellation Policy

This policy explains when a purchase on heartplay.live can be cancelled or refunded. It forms part of our Terms of Service. Nothing here limits rights you have under the mandatory consumer-protection law of the state where you live.

All products on the Service are digital and delivered immediately. There is no physical shipment.

1. Coin purchases

1. Unused Paid Coins are refundable. If you have not spent the Coins from a purchase, you may request a refund of that purchase. We refund the amount you actually paid, using the original payment method.
2. Bonus Coins affect eligibility. A top-up may include Bonus Coins. If you have not spent any of those Bonus Coins, the purchase can be refunded in full; the Bonus Coins are removed at the same time and are not paid out. If you have spent even one Bonus Coin from that top-up, the purchase is no longer refundable.
3. Promotional Coins granted for free (events, rewards, marketing) have no monetary value and are never refundable.
4. Expired Coins cannot be used or refunded. Paid Coins are valid for 5 years from purchase; Top-up Bonus Coins are valid for 30 days from the date granted.
5. Coins purchased through a payment instrument used without authorization, or credited through fraud or exploitation of a defect, are not refundable and may be reversed.

2. Individual content purchases

1. When you buy an episode or a series, it is added to your library immediately and delivery is treated as complete at that moment, whether or not you have played it. Completed content purchases are therefore not refundable.
2. You may still request a refund if the content is defective — for example, it does not play, is materially different from its description, or was charged more than once. Contact us and we will correct the charge or restore the content.
3. Rental-type access ends when its period expires and is not extended or refunded for non-use.

3. Subscriptions

1. Automatic renewal. Subscriptions renew automatically at the end of each billing period at the then-current price until you cancel. The price, billing period and renewal date are shown before you subscribe and in My Account.
2. How to cancel. Go to My Account > Coin History and select Pause subscription. Cancellation is immediate and free; you do not need to contact support or speak to anyone.
3. What happens after you cancel. You keep access for the remainder of the period you already paid for, and you are not charged again. Coins already granted for the current period stay in your account subject to their expiration dates.
4. Amounts already charged for the current period are not refunded on cancellation, except as described in Sections 4 and 5 or where required by law.
5. Plan changes. If you switch plans mid-period, the new plan is charged immediately and replaces the previous one for the rest of the period; the previous charge is not prorated.
6. Failed payments. If a renewal charge fails, we may retry for up to one month. If it does not succeed, the subscription is cancelled automatically.

4. Billing errors and duplicate charges

If you are charged in error — a duplicate charge, an amount different from the price shown, or a charge after you cancelled — we refund the full incorrect amount using the original payment method. Where the error is ours, we bear any related fees. Report billing errors to help@hearheart.com within 60 days of the statement on which the charge appears.

5. Unauthorized transactions

If a purchase was made on your account without your permission, contact us immediately at help@hearheart.com. We will investigate, secure the account, and reverse unauthorized charges where our records support the claim. A purchase made by a minor without the consent of a parent or legal guardian may be cancelled by that parent or guardian — see our Minors Policy.

6. Donations to broadcasters

Coins sent as a donation during a live broadcast are consumed at the moment they are sent and are not refundable, except where the transaction was unauthorized or charged in error.

7. How to request a refund

1. Email help@hearheart.com from the address on your account, or use Help Center > Contact us.
2. Include the order number or the date and amount of the charge, the payment method used, and the reason for the request.
3. We acknowledge requests within 2 business days and complete approved refunds within 3 business days of approval, to the original payment method. Your bank or card issuer may take additional time to post the credit.
4. If we cannot refund to the original payment method, we will tell you in advance and agree an alternative with you.
5. If we decline a request, we will explain why. You may appeal by replying to our response.

8. Payment-method specific limits

• Card payments are refunded to the same card. If the card is closed, contact your issuer; funds are normally still routed to you.
• Carrier (mobile phone) billing can only be cancelled within the calendar month of the charge, because of mobile carrier rules. After the month ends, a refund through the carrier is not possible.
• Third-party wallets follow the provider's own reversal windows.

9. Chargebacks

If you believe a charge is wrong, please contact us first — we can usually resolve it faster than a chargeback. Filing a chargeback without contacting us may result in suspension of the account while the dispute is investigated.

10. Contact

Heart AI Inc. · 409, 123 Digitallo 26-gil, Guro-gu, Seoul, Republic of Korea
help@hearheart.com