Refund and cancellation policy

Before delivery — full refund

While the order status is “Awaiting payment” or “Paid — in progress”, the customer can cancel it from the order page or by contacting us, and the full amount is refunded with no fees.

After delivery

Coins cannot be recovered once they are actually credited to an ID, because they are consumed inside the app and cannot be withdrawn.

The exception: if the customer shows the balance never arrived despite the status reading “Delivered”, we review the record with our supplier and either deliver again or refund in full.

An ID entered incorrectly by the customer is not grounds for a refund once the coins have reached that ID, because the transaction technically completed successfully.

Time limit

Refund requests should be made within 14 days of the order date, quoting the order reference (VIO-…) and the payment details.

How the money comes back

Refunds go back to the original payment method in the original currency. We start the process within two working days of accepting the request; it can take 5 to 10 working days to arrive depending on the bank or payment provider.

We do not charge any administrative fee on refunds.

Before opening a bank dispute

Please contact us first — most cases are resolved within hours, and support is available around the clock. Opening a chargeback before contacting us may suspend the account until the bank’s process ends, and we reserve the right to submit the order record and proof of delivery to the payment provider.