Refund Policy
This Refund Policy explains when Nichapie will refund a payment, when we will not, and how to request a refund. It applies to all paid features on the platform: coin packages, virtual gifts, professional bookings, and any subscriptions we offer.
Overview
Most paid items on Nichapie are digital goods that are consumed instantly (coins are credited to your wallet, gifts are sent and displayed in real time, bookings reserve a professional's time). Once you use a coin or send a gift, it is non-refundable. We make exceptions for technical failure, billing errors, and the statutory rights described below.
Coin Purchases
Coins are Nichapie's virtual currency, sold in fixed packages and credited to your wallet immediately on successful payment.
Eligible for refund
- Duplicate charges: if you were charged more than once for the same package, the duplicate is refunded in full.
- Failed credit: if you were charged but the coins were not credited to your wallet within 24 hours, the purchase is refunded.
- Unauthorized charges: charges made without the cardholder's consent (e.g. a stolen card) are refunded after verification.
Not eligible for refund
- Coins that have been spent (sent as gifts, used for paid features, etc.).
- Buyer's remorse — changing your mind after coins were credited.
- Coins forfeited because the account was banned for a Guidelines violation.
- Promotional or bonus coins granted at no cost.
Gift Sends
When you send a virtual gift to a streamer, professional, or another user, the coin cost is deducted from your wallet and a share is credited to the recipient. Because the recipient sees the gift in real time and may begin to earn against it, sent gifts are final and non-refundable, except where:
- The gift was sent due to a technical malfunction (e.g. a UI bug double-charged you).
- The gift was sent through unauthorized access to your account (subject to investigation).
- The recipient violated our Guidelines in a way that voids the transaction (e.g. demanded the gift under prohibited conditions). We will review case-by-case.
Professional Bookings
Professional sessions are paid sessions with verified experts. We hold your payment until the session occurs.
Full refund
- The professional fails to show up within 5 minutes of the scheduled time and does not respond.
- Technical issues on our side prevent the session from connecting.
- The professional cancels for any reason.
- You cancel before the session is locked in (status: PENDING).
Partial refund
- The session was interrupted by our technical fault and could not be resumed — refund is pro-rated to the unused minutes.
No refund
- You no-show or cancel after the session lock-in window.
- The session completed and you simply did not enjoy it (we do encourage you to leave a rating).
- You violated our Guidelines during the session and the professional ended it early.
Subscriptions
If we offer paid subscription tiers, the following applies:
- You may cancel at any time. Cancellation takes effect at the end of the current billing period; you keep access until then.
- We do not refund partially used billing periods, except where required by your local consumer law.
- If we change the price or material terms of your subscription, we will give you advance notice and a chance to cancel before the new price takes effect.
EU / UK Consumer Rights
If you are a consumer in the European Union or United Kingdom, you have a statutory right to withdraw from a digital purchase within 14 days of buying it. By starting to use a digital good (e.g. spending coins, sending a gift, starting a session) you expressly consent to immediate performance and acknowledge that your right of withdrawal is lost once the digital service has been fully performed. Unused coins are still eligible to be refunded within the 14-day window.
To exercise this right, contact [email protected] within 14 days of the purchase with your transaction ID.
How to Request a Refund
Refund requests should include the following information:
- The email address on your Nichapie account.
- The transaction ID or order reference (visible in your wallet history).
- The date and amount of the charge.
- A short description of the issue.
Send the request to [email protected]. We aim to respond within 5 business days. Approved refunds are returned to the original payment method and may take 5–10 business days to appear depending on your bank and our payments provider (Flutterwave).
Disputes & Chargebacks
If you disagree with a charge, please contact us before filing a chargeback with your bank — we can usually resolve it faster directly. Filing a chargeback for a valid charge that you intentionally made constitutes a Guidelines violation and may result in:
- Suspension of your account pending the dispute outcome.
- Forfeiture of all coin balance, gifts received, and pending payouts.
- Permanent ban if the chargeback is found to be fraudulent.
- Recovery of the chargeback amount, plus bank fees, as a debt.
Fraud & Abuse
We monitor purchase activity to protect users. If a payment is flagged as high-risk we may:
- Hold the coins or payout pending verification (typically less than 72 hours).
- Request additional KYC information.
- Reverse the transaction if fraud is confirmed.
Refunds tied to confirmed fraud, stolen cards, or account takeover are processed at no cost to the legitimate cardholder.
Contact
Billing & Refunds: [email protected]
Fraud Reports: [email protected]
General Support: [email protected]
Our payments are processed by Flutterwave. Card information is handled by Flutterwave and never stored on Nichapie servers. For payment-processor-specific questions, you may also contact Flutterwave support.