This policy explains when we refund money, when we do not, and how to ask. It forms part of our Terms of Service.
1. The short version
- Arrows are delivered to your balance immediately after payment. At checkout you ask us to do that and confirm you understand it ends your right to withdraw.
- For that reason, we do not refund Arrows because you changed your mind, and we do not refund Arrows you have already spent.
- We do refund when something went wrong on our side: you paid and the Arrows never arrived, you were charged twice, or Arrows were taken for an action that never happened.
- Approved refunds go back to the card or account you paid from, at no cost to you.
2. Why a change of mind is not a refund ground
Arrows are digital content. Before you pay, the checkout asks you to tick two boxes: one to accept these terms, and one asking us to make your Arrows usable straight away and confirming that you lose the right of withdrawal once that happens. We record both with your order.
That is what Article 16(m) of Directive 2011/83/EU and § 53(4) of the Estonian Law of Obligations Act require of us before the fourteen-day withdrawal right stops applying to a purchase. Without your explicit request and acknowledgement we would have to hold your Arrows for fourteen days before you could use them; with it, they work the moment you pay.
If you would rather keep the fourteen-day right, do not tick the second box — but then we cannot credit the Arrows until the period has passed. Write to support@cupidera.com and we will arrange it.
3. When we do refund
| Situation | What we do |
|---|---|
| Payment taken, Arrows never credited | Full refund, or we credit the Arrows — your choice |
| Charged twice for the same purchase | Full refund of the duplicate |
| Arrows deducted for a message, wink or gift that was never delivered | We return the Arrows to your balance |
| A fault on our side made a paid feature unusable | We return the Arrows, or refund the money if we cannot fix it |
| A payment you did not authorise | Full refund once verified, and we secure the account |
| You changed your mind | No refund — see section 2 |
| Arrows already spent on a message, wink or gift | No refund — the action was delivered |
| Your account was closed for breaking the rules | No refund of unspent Arrows |
4. How to ask
Write to support@cupidera.com from the email address on your account and tell us:
- the date and amount of the payment;
- the transaction reference, which is on the invoice in My Activity;
- what went wrong.
We reply within 3 working days and settle approved refunds within 14 days of approving them. The money goes back by the same method you paid with; we do not charge a fee for it.
If we turn a request down we tell you why, in writing.
5. If you disagree with our decision
Write to support@cupidera.com and ask us to look again; a different person will review it.
If we still cannot agree, you may take the matter to the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijavaidluste komisjon, Endla 10a, 10122 Tallinn, ttja.ee). The procedure is free for both sides. You may also use the EU online dispute resolution platform. None of this affects your right to go to court.
6. Chargebacks
Please talk to us before asking your bank to reverse a payment — most problems are quicker to fix directly, and a chargeback raised without contacting us first may suspend your account while the bank investigates. If the bank finds in your favour, that is the end of it and we will not pursue you for the amount.
7. Your rights under the law
Nothing in this policy takes away rights you have under Estonian or EU consumer law that cannot be contracted away — including your rights when a service is not what was agreed. Where anything here conflicts with those rights, those rights apply.
8. Who we are
- Cupidera OÜ
- Registry code: 17553967, entered in the Estonian Commercial Register (Äriregister)
- Address: Vesivärava tn 50, Kesklinna linnaosa, Tallinn, Harju maakond 10152, Estonia
- Refunds and billing: support@cupidera.com