Refund Policy
Last Updated: April 19, 2026
1. General Policy
Vio-Gems are virtual currency. Once purchased, they are generally non-refundable because they are immediately delivered to your account and may have already been used for gifts, room access, or VIP subscriptions.
2. When Refunds ARE Available
- Unauthorized purchase — A purchase made without your authorization (e.g., a child using your account). You must report within 14 days.
- Duplicate charge — You were charged twice for the same purchase.
- Failed delivery — Vio-Gems were not credited to your account within 30 minutes of payment confirmation.
- Technical error — A bug caused you to spend Vio-Gems unintentionally.
- Statutory rights — Where local law (e.g., EU 14-day cooling-off, certain US states) requires refunds, those rights apply.
- App Store / Play Store policies — Refunds via iOS App Store or Google Play follow their respective platform policies. Apple/Google handle the refund directly.
3. When Refunds Are NOT Available
- You changed your mind after purchasing
- You sent gifts and now regret it
- The host you tipped was banned afterward (gifts are sent voluntarily, not purchases)
- Your account was suspended for violating Terms of Service
- You purchased Vio-Gems more than 14 days ago and have already used them
- Promotional or bonus Vio-Gems (those given as rewards, not purchased)
4. How to Request a Refund
For purchases via Apple App Store: Use Apple's official refund process at reportaproblem.apple.com. We cannot process Apple refunds directly.
For purchases via Google Play: Use Google Play's refund flow within 48 hours, or contact Google Play support. We cannot process Google Play refunds directly.
For direct purchases (Bkash, Nagad, Stripe, etc.): Email [email protected] with:
- Your Fuvio user ID
- Date and amount of the transaction
- Payment method and last 4 digits
- Reason for refund request
- Any supporting evidence (screenshots, transaction IDs)
5. Processing Time
- Refund requests are reviewed within 5-10 business days
- If approved, the refund will be processed via the original payment method
- Bank/card refunds typically appear within 5-15 business days
- Mobile wallet refunds (Bkash, Nagad) typically appear within 3-7 business days
6. Chargebacks
If you initiate a chargeback or payment dispute without contacting us first, your account may be suspended pending investigation. Please contact us at [email protected] before disputing a charge.
7. Withdrawal Refunds (for Hosts)
Withdrawals processed to your bank account or mobile wallet are final once they leave our system. If a withdrawal fails (wrong account number, etc.), the funds return to your wallet within 7 business days.
8. Contact
Refund inquiries: [email protected]
Payment issues: [email protected]