Charges and Refund policy

1Scope

This policy applies to money you add to your balance in the app and to sessions you pay for using it.

This policy should be read with our Terms of Use, which govern your account generally and our Content Moderation Policy, which covers what happens to a balance when an account is removed for a violation.

2How charging works

• Each profile sets a per-minute rate. The rate is shown on the profile and again on the confirmation screen, before the call connects.
• Charging begins when the call connects and stops the moment it ends, for any reason.
• You are charged for connected time only. Time spent ringing, waiting or connecting is not charged.
• The amount is deducted from your balance as the session runs. You can see the running total on the call screen.
• You are warned before your balance runs low and the session ends automatically when it reaches zero.
• Every session appears in your transaction history with its duration and the amount charged.

Rates may change. A change never applies to a session already in progress and the rate you see before connecting is the rate you pay.

3Adding money to your balance

You add money through the payment methods available in the checkout screen.

The amount and any applicable taxes are shown before you confirm. Once payment succeeds, your balance is credited immediately. If it is not credited within 15 minutes, see section 9.

Your balance can be used only within the app, to pay for sessions. It cannot be transferred to another user or account, withdrawn as cash or used anywhere else.

4When you are not charged

These cases are handled automatically. You do not need to contact us and the amount is returned to your balance immediately.

Where a session is ended because of something you did, the connected minutes are charged and are not refundable.

5What is not refundable

• A session that connected and worked as intended, where you did not find the conversation useful. Please tell us anyway - it affects who we recommend and it matters - but it is not grounds for a refund.
• Minutes you were connected for, where you chose to stay on the call.
• A session ended because of a violation by you.
• A balance forfeited under section 8.
• Problems caused by your own device, network or connection, where our service was operating normally.
• Requests made more than 30 days after the transaction, except where the law requires otherwise.

6How to request a refund

1. Open the session in your history and tap Report a problem or write to info@mikuapp.live.
2. Tell us the registered mobile number on your account, the date and time of the session or top-up and what went wrong.
3. You receive a reference number straight away.
4. We review it, checking our own call and payment logs and tell you the outcome.

Requests should be made within 30 days of the transaction. We may still consider a later request where the delay was reasonable.

You do not need to justify a request beyond describing what happened. We check our logs either way.

7How long it takes

We acknowledge your request within 24 hours and tell you the outcome as soon as we have checked our call and payment logs. Where a refund is approved, a credit to your balance in the app is immediate and a refund to your original payment method takes up to 5 to 7 business days.

Refunds are returned to the payment method you used. Timelines after we initiate a refund depend on your bank or card issuer and are outside our control - we will give you the reference number so you can follow it up with them.

Where returning money to the original method is not possible, we will agree an alternative with you.

8Forfeiture for violations

Where an account is permanently removed for a violation of our Community Guidelines or Terms of Use, any remaining balance is forfeited and is not refunded. This applies in particular to:

• Paying or receiving payment directly between users, outside the app
• Arranging or attending an offline meeting
• Any violation graded Tier 3 or Tier 4 under our Content Moderation Policy

Where an account is temporarily suspended rather than removed, the balance is retained and is available again when the suspension ends.

If you successfully appeal a removal, any forfeited balance is restored in full. The appeal route is in our Content Moderation Policy.

9Failed and stuck payments

If money leaves your account but your balance is not credited:

1. Wait 15 minutes - most delayed transactions settle on their own.
2. Check your transaction history in the app.
3. If it still has not appeared, write to info@mikuapp.live with the payment reference, amount and time.

Where a payment has failed at the gateway, the amount is normally returned by your bank within 5 to 7 business days without any action from us. Where the payment succeeded but the credit did not apply, we credit your balance as soon as we confirm it and no later than 3 business days.

If you see a payment you did not authorise, contact us immediately and also inform your bank. We will freeze the account while we investigate.

10Chargebacks

If you believe you have been charged in error, please contact us first. We can usually resolve it faster than a chargeback, which typically takes several weeks.

Where a chargeback is raised we provide the payment provider with our session and transaction records. Where a chargeback is raised on a session that was delivered as described, we may recover the amount.

11Taxes

Prices shown in the app include applicable taxes unless stated otherwise. Where a refund is made, any tax collected on that amount is refunded with it.

We issue a transaction record for every top-up, available in the app under Profile → Transaction history.

12If you disagree

If you are not satisfied with our decision on a refund, write to our Grievance Officer with your reference number. A person who was not involved in the original decision will look at it again. We acknowledge your request within 24 hours.

Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or any other applicable law.

13Contact

The fastest route is Report a problem on the session in your history. Otherwise: