Refund Policy
This policy explains when a coin purchase can be refunded and how to ask for one. It applies to coins bought through this website.
1. When we will refund you
We refund in full, to the original payment method, in these cases:
- Coins were not delivered. Your payment succeeded but the coins never appeared in your account, and we cannot credit them.
- You were charged more than once for the same purchase.
- You were charged but the purchase failed at checkout.
- The payment was not made by you — for example your card was used without permission. We may ask for evidence, and we will work with Safepay and your bank.
- Coins were credited to the wrong account because of our error. We will correct it, or refund the payment.
2. When we cannot refund you
Coins are a digital item delivered immediately. Once they are in your account and you have started spending them, the purchase cannot be reversed. In particular we do not refund:
- Coins you have already spent on gifts.
- Coins bought by mistake, in the wrong quantity, or that you changed your mind about, once they have been spent.
- Coins credited to the wrong VidLive account because the wrong user ID was entered at checkout. Please check your user ID before paying.
- Coins on an account that was suspended or banned for breaking the Terms & Conditions.
Unspent coins. If you bought coins by mistake and have not spent any of them, contact us within 7 days of the payment. We will look at it case by case and, where the coins are untouched, we will normally refund you.
3. How to request a refund
Email vidlivehelp@gmail.com with:
- Your VidLive user ID
- The payment reference or transaction ID
- The date, amount, and what went wrong
4. How long it takes
- We reply within 2 working days.
- If a refund is approved, we submit it to Safepay within 3 working days.
- Your bank then takes its own time to show the money — usually 5 to 10 working days for cards. That part is outside our control.
Refunds go back to the original payment method. We cannot refund to a different card, account, or wallet.
5. Chargebacks
If you believe a charge is wrong, please contact us first — it is almost always faster than a bank dispute. If you do raise a chargeback, we will provide Safepay and your bank with the purchase and delivery records for that transaction. Accounts with an unresolved chargeback may be suspended until the dispute is closed.
6. Creator earnings are separate
Coins that a creator has received as gifts are not covered by this policy. Creator payouts and withdrawals are handled in the VidLive app under its own rules.
7. Contact
Amir Sohail Zaman
Bharat Ghar, Tehsil Depalpur, District Okara, Basirpur 56010
Email: vidlivehelp@gmail.com
Phone / WhatsApp: +92 307 9803532