> ## Documentation Index
> Fetch the complete documentation index at: https://help.biolovers.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds & disputes

> Fees are final and non-refundable by default — narrow exceptions exist for billing errors, non-delivery, and unused purchases.

The full legal version of this policy is at <a href="https://biolovers.site/refund" target="_blank" rel="noopener">biolovers.site/refund</a>. The summary below pulls the same wording — when the two disagree, the policy page wins.

## General rule

Fees are **final and non-refundable** except where:

* law in your jurisdiction requires a remedy;
* we made a clear billing error (duplicate charge for the same product, charge for a product we never delivered, charge at the wrong amount caused by us);
* we cancel or fail to provide the product within a reasonable time **and** you have not yet used the benefit; or
* we agree to a refund in writing as a courtesy.

There is **no 14-day cooling-off** window written into the policy. Each request is reviewed on its merits against the rule above.

## What we sell

| Product                                               | Refundable?                                                                                                                                                                  |
| ----------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Premium** (\$6.99 lifetime)                         | Not refundable simply because you stop using the account or change your mind. Considered case-by-case for a clear billing error or an unused purchase made in obvious error. |
| **Verified** (\$19.99 lifetime)                       | Same handling as Premium — case-by-case for billing errors / unused.                                                                                                         |
| **Donations** ($1.99–$1,000)                          | **Not refundable** once payment has completed (any tier, any amount, any purpose). Narrow exception for clear duplicates / obvious typos if you reach out to us promptly.    |
| **Custom badge slots** (\$4.99/slot, volume discount) | Refundable while **unused**. Once a slot has been spent on a custom badge (or is in the process of being created), that slot is considered delivered.                        |

## How to ask for a refund

Open a request through our <a href="https://biolovers.site/contact" target="_blank" rel="noopener">contact form</a> (replies go to your verified email) with:

1. Your username.
2. The order ID or Stripe receipt # / NOWPayments order ID.
3. The reason.

If you'd rather chat live, open a ticket in our <a href="https://biolovers.site/discord" target="_blank" rel="noopener">Discord</a>.

## Card refunds (Stripe)

Approved card refunds go back to the **same card** through Stripe. They typically appear within a few business days, depending on your bank.

## Crypto refunds (NOWPayments)

Cryptocurrency transactions are **typically irreversible** once confirmed on the network — we cannot reverse an on-chain transfer.

If we agree to refund a crypto purchase, we refund the **equivalent USD value** of the original payment in a coin we support, **at the conversion rate at the time we issue the refund**. **Network fees are not reimbursed.**

If your sending wallet was an exchange deposit address, that exchange may not credit the refund — provide a personal-wallet address instead.

## Disputes (chargebacks)

If you open a chargeback or dispute on a charge we believe is valid (for example you used Premium features, then disputed the charge), we may **suspend the related account, downgrade premium benefits, or restrict purchases** until the dispute is resolved. We may submit evidence to your card network. If the dispute is decided in our favour, the original charge stands.

We strongly prefer you **message us first** — most issues are quicker to resolve directly than via Stripe disputes.

## Account suspension or termination

Fees paid for a product on an account that we later suspend or terminate for a Terms violation are **not refundable**. This includes fraud, abuse, hate or harassment content, attempts to defraud payment networks, ban evasion, and serious or repeated breaches of community rules.

## Common questions

<AccordionGroup>
  <Accordion title="Is there a 14-day cooling-off period?">
    No. Our policy doesn't include a fixed time-window guarantee. The general rule above governs eligibility.
  </Accordion>

  <Accordion title="What if my account got banned — do I get a refund?">
    Bans for Terms violations don't auto-refund. Bans for our mistake (a false positive) are a different story — reach out.
  </Accordion>

  <Accordion title="I bought twice by mistake">
    Send us both order IDs. The duplicate is refunded — usually within a day for card payments.
  </Accordion>

  <Accordion title="I sent crypto but my account didn't upgrade">
    Send the **transaction hash** + the **order ID** through the [contact form](https://biolovers.site/contact). We can manually credit if NOWPayments confirms the payment.
  </Accordion>

  <Accordion title="Can I cancel Premium?">
    Premium is **lifetime** — there's no recurring subscription to cancel. A refund (when granted) downgrades the account back to free; everything you set up still exists, but Premium-only options are locked again.
  </Accordion>
</AccordionGroup>