Refund policy

Purchases on spicy.fm give you access to digital content and services straight away, so they are generally final. This policy explains when we do give money back, and how to ask. It is part of our Terms of service.

When you can get a refund

• Charges you didn't make or allow, for example if someone else used your card or account. Tell us straight away and secure your account.
• Double charges, or a charge for something that failed to unlock or wasn't delivered because of a problem on our side.
• Custom requests and other paid orders a creator didn't deliver, or a creator cancelled.
• Live shows that were cancelled, or ended within the first 10 minutes: tickets go back to your balance automatically.
• Calls that never connected: you're only charged once both sides are connected.
• Content that we removed for breaking our rules soon after you paid for it.
• Anything else where the law where you live gives you a right to a refund.

When refunds aren't given

• Subscription time you've already paid for, including when you cancel part way through a period. Cancelling stops the next renewal; you keep access until the end of the period.
• Content you've unlocked or viewed, tips, and tokens you've spent.
• Unused tokens on your balance, except where the law requires.
• Changing your mind about content that was as described.
• Accounts we close for breaking our rules, where the law allows.

How to ask

Write to us from the Help center under Payments and tell us which charge and why. Include the date and amount, or the receipt from your account. We answer within 7 business days. Approved refunds go back to the card or method you paid with; your bank may take 5 to 10 business days to show it.

Chargebacks

Please talk to us before disputing a charge with your bank: we can usually fix things faster. If you dispute a charge you made or allowed, we may suspend your account while the dispute is open and close it if the dispute was not genuine.

Creators

When a fan is refunded or a charge is reversed, the creator's share of it comes off the creator's earnings, as explained in the Creator agreement.