1. Digital products and delivery

Solona may offer Coins, subscriptions, and other digital products or services.

### Coins

Coins are virtual credits used within Solona to unlock eligible episodes or other digital content.

Purchased Coins are normally credited to your Solona account after successful payment confirmation.

Coins have no cash value outside Solona and cannot be withdrawn or exchanged for cash.

### Subscriptions

Solona may offer recurring subscriptions that provide access to benefits or digital content described at the time of purchase.

Subscription access normally begins after successful payment confirmation.

Because Coins and subscription benefits are digital products that may be made available shortly after purchase, refund eligibility may depend on whether the purchased benefits have already been used.

2. When you may be eligible for a refund

A refund may be available in circumstances including:

We may ask for information reasonably necessary to verify the transaction and investigate the refund request.

• you were charged more than once for the same purchase;
• your payment was successfully completed but the purchased Coins or subscription benefits were not delivered, and we are unable to correct the issue;
• a technical problem attributable to Solona prevented you from receiving or using the purchased digital product;
• a transaction is confirmed to have been made without your authorization;
• the payment provider approves a refund under its applicable policies;
• a refund is otherwise required by applicable law.

3. Purchases that are normally not refundable

Except where required by applicable law or otherwise approved by the applicable payment provider:

We understand that unusual circumstances can occur. You may contact us if you believe there has been an error with your purchase.

Nothing in this Refund Policy limits any mandatory consumer rights or refund rights available to you under applicable law.

• Coins that have already been used to unlock content are normally not refundable;
• unlocked episodes or other digital content that has already been accessed are normally not refundable;
• promotional, bonus, or free Coins are not redeemable for cash and are not refundable;
• partially used subscription periods are normally not eligible for a prorated refund;
• cancelling a subscription does not automatically refund a billing period that has already been paid.

4. How to request a refund

To request assistance with a purchase or refund, contact us at [email protected].

Please provide, where available:

Please do not send us your full payment card number, card security code, banking password, or other sensitive payment credentials.

We may request additional information where reasonably necessary to locate the transaction or investigate the request.

• the email address associated with your Solona account;
• the date of the transaction;
• the amount and currency charged;
• the order, transaction, or receipt number;
• a brief description of the issue.

5. Refund processing

We aim to review refund requests within 5 business days.

Some refund requests may need to be reviewed or processed by the payment provider that handled the original transaction.

If a refund is approved, it will normally be returned through the original payment method or otherwise processed according to the payment provider's procedures.

The time required for a completed refund to appear in your account depends on the payment provider, card network, bank, or financial institution involved.

If a refund relates to unused Coins, the corresponding Coins may be removed from your Solona account.

If a subscription payment is refunded, the associated subscription access or benefits may be terminated.

6. Subscription cancellation

Recurring subscriptions continue until cancelled according to the conditions displayed at purchase.

You may cancel an eligible Solona subscription before its next renewal to prevent future recurring charges.

Cancellation and refund are separate actions.

Cancelling a subscription normally stops future renewals but does not automatically refund the current billing period. Unless otherwise stated or required by applicable law, access continues until the end of the period already paid for.

Instructions for managing or cancelling your subscription are available through your Solona account or by contacting [email protected].

If your subscription was purchased through a third-party platform, cancellation may need to be completed through that platform.

7. Unauthorized or disputed transactions

If you believe a transaction was made without your authorization, contact us at [email protected] as soon as possible.

We may work with the applicable payment provider to investigate the transaction.

You may also have rights to dispute an unauthorized transaction directly with your payment provider, bank, or card issuer.

We may restrict affected Coins, subscription benefits, or account activity while a payment dispute, chargeback, or fraud investigation is pending.

If a payment is reversed, refunded, or successfully disputed, digital benefits associated with that transaction may be removed from the account.

8. Payment provider policies

Certain transactions may be subject to additional refund, dispute, or consumer-protection procedures established by the payment provider that processed the transaction.

Where the payment provider acts as the merchant of record, some refund decisions or processing steps may be handled directly by that provider.

If necessary, Solona will provide reasonable assistance in identifying your transaction and directing your request to the appropriate payment provider.

9. Contact

If you have questions about a payment, billing issue, cancellation, or refund, contact us at:

[email protected]

Publisher and contact

This document is published by Solona, the operator of solona.tv.

For questions about this document, account requests, privacy requests, copyright or rights complaints, billing issues, or refund requests, contact:

[email protected]

We aim to respond to support requests within 5 business days.

Effective date: September 10, 2026.

We may update this document from time to time to reflect changes to the Service, our practices, or applicable requirements. The effective date shown above indicates the most recent version.