Refund Policy
This Refund Policy explains how refunds work for purchases made on the Solona website (solona.tv), operated by Solona.
Purchases on the website are processed by Creem, our Merchant of Record. Creem handles payment processing, applicable taxes, invoices and certain payment-related customer services, and refunds approved under this Policy are issued through Creem to your original payment method.
1. What you are buying, and when you get it
- Coins are digital credits used to unlock episodes. They are credited to your account immediately after your payment is confirmed. They have no monetary value and cannot be withdrawn or exchanged for cash.
- VIP is a subscription giving access to digital content for the billing period you choose. It is activated immediately after your payment is confirmed.
- Because both are digital items delivered instantly, delivery is complete as soon as the coins appear in your balance or VIP is active on your account.
2. When we will refund you
We refund in these situations, and you do not need to give a reason:
- You were charged more than once for the same purchase.
- Your payment succeeded but the coins or VIP access were not delivered to your account, and we cannot fix it.
- A technical fault on our side stopped you from using what you paid for.
- The charge was not authorised by you.
- Any other case where a refund is required by the law that applies to you.
3. What is normally not refundable
Coins that have already been spent to unlock content are normally not refundable, because the content has been delivered. A subscription period that has already been used is normally not refundable either, although you can cancel to stop future renewals.
This does not override any refund or withdrawal right you have by law, and we will still look at each request on its facts. If you think your case is unfair, write to us and say why.
4. How to ask for a refund
Email [email protected] from the address on your Solona account and include:
- the email address on your account,
- the date and amount of the charge,
- the order or receipt number from your payment confirmation,
- what went wrong.
5. How long it takes
We aim to reply within 5 business days. If a refund is approved, it is issued to your original payment method; how long it then takes to appear depends on your bank or card issuer, and is usually a few business days.
If a refund is issued for coins that are still in your balance, those coins are removed from your account. If it is issued for VIP, the VIP access ends.
6. Cancelling a VIP subscription
VIP renews automatically until you cancel. Cancelling stops future renewals — it is not the same as a refund, and your access continues until the end of the period you already paid for. You can cancel at any time from Solona › VIP, or by emailing [email protected]. Subscriptions bought inside the mobile apps must be cancelled in your Apple or Google account.
7. Purchases made in the mobile apps
Purchases made through Apple In-App Purchase or Google Play Billing are handled by those stores under their own refund rules, and we cannot refund them directly. Request those refunds through Apple or Google. We are happy to help you with the details of the purchase.
8. Contact
Questions about a payment or refund? Email [email protected].