Memberships
Prepare your Candy AI refund request
Identify the payment first: subscription refunds and token-pack refunds have different use conditions. Tell us which purchase you want considered and explicitly request a refund. Cancelling the subscription's next renewal does not submit that request on your behalf.
On this page
Review the subscription refund criteria
Our general subscription policy requires a request within twenty-four hours of the payment, a subscription bought directly by debit or credit card and no more than twenty tokens used. Meeting the conditions leads to a review, not an automatic promise of approval.
Device or connection problems on your side do not by themselves meet this general policy. Explain why you are requesting a refund and identify the payment. Proof of cancellation is not a substitute for the purchase details and request.
Keep a token pack unused while seeking its refund
A pack request requires card payment, submission within twenty-four hours of payment and unused purchased tokens. Do not apply the subscription's allowance for up to twenty used tokens to this purchase: the pack has a separate unused-token condition.
Point us to the particular token-pack transaction you want reviewed. An accidental purchase does not ensure approval, and stopping a membership's renewal does not undo any token packs bought separately.
Check the distinct initial-purchase withdrawal route for the EU and UK
Our withdrawal policy gives EU and UK residents fourteen days from the confirmation email for an initial purchase. It excludes renewals and permits deductions for services already consumed. Reimbursement under this policy is due within fourteen days after notice, normally using the original payment method.
Make your withdrawal notice unambiguous and include enough detail to identify the purchase. For an eligible initial payment, consider this policy in its own right; the general twenty-four-hour refund criteria are not the only route described here.
Send the request and address any future renewal
Email support@candymail.ai with an explicit refund request. Give the email on your Premium account, the payment amount and date, and a receipt or transaction reference where available. Leave out passwords and full payment-card details.
Turn off renewal separately if you also want to stop another subscription charge. Under our terms, a refund or chargeback immediately ends paid access and removes the remaining tokens. Cancellation alone instead lets the current paid period finish.
Your questions
If I cancel within twenty-four hours, must I still contact you for a refund?
Yes. Cancellation addresses renewal, not repayment. Send an explicit refund request with the relevant account and transaction details so we can review the conditions that apply to that purchase.
Does the twenty-token usage threshold also apply to token packs?
It does not. Purchased pack tokens must remain unused for that refund condition. The general subscription policy is the one that allows no more than twenty tokens to have been used.
When will cancellation send the charge back to my bank?
Cancelling prevents a future renewal; it does not repay the existing charge. A separate refund must be requested and reviewed, and an approved repayment then has the payment provider's own posting process.