General refund rule
Purchases of DistantFrenz memberships and credits are generally final and non-refundable once completed, except where required by applicable law or where DistantFrenz determines that a refund, reversal, or account adjustment is appropriate.
When we may provide an adjustment
DistantFrenz may issue a refund, reversal, or other adjustment in circumstances including, but not limited to, duplicate charges, billing errors, unauthorized or fraudulent transactions, technical failures, charges for services that were not properly delivered, or other exceptional circumstances determined through our review.
Membership cancellation
You can cancel your Membership at any time from your account settings. Cancellation stops future renewals. The current billing period is generally not prorated or refunded, subject to the exceptions described in this policy and any rights available under applicable law.
Billing errors
If you believe a charge was made in error or without your authorization, please contact DistantFrenz customer support promptly at billing@distantfrenz.com. We will review legitimate billing complaints and, where appropriate, work to resolve the matter directly, including through a refund or account adjustment when warranted.
How billing disputes are handled
- Contact: email billing@distantfrenz.com about unauthorized charges, duplicate charges, billing errors or other billing complaints.
- Include: your account email, the date and amount of the charge, and any receipt or transaction reference.
- What we review: purchase, membership and credit records for your account and the related payment-processor transaction.
- Outcome: we reply by email. Where this policy allows, we may issue a refund, reversal or account adjustment; otherwise we explain why the charge stands.
- Timing: there is no fixed deadline for raising a billing problem, but please contact us promptly so we can investigate. We aim to reply to emails within 2 business days.
See also our Safety, Moderation & Complaints Policy.
Chargebacks
If you have a billing concern, please contact us promptly so we can review and, where appropriate, resolve it directly. Refunds, reversals, disputes, and chargebacks may result in corresponding credit, earnings, or account adjustments.
No unrestricted right to a refund
This policy does not provide an unrestricted right to a refund, and requests may be denied where the applicable purchase or service was properly authorized and delivered. Nothing in this policy limits any rights or remedies available under applicable law.
Account termination for violations
Accounts terminated for violating our Terms or Acceptable Use Policy generally forfeit any remaining credit balance and are not eligible for a refund, except where required by applicable law or where DistantFrenz determines that an adjustment is appropriate under this policy.