Memberships
Request a payment review or refund
A refund must be requested separately from cancellation. Identify the payment and the type of purchase first, because a subscription and a token pack have different usage conditions.
General subscription refund conditions
Our published general subscription policy requires a request within twenty-four hours of payment, no more than twenty tokens used and a direct debit- or credit-card purchase. A request is reviewed; it is not automatically approved.
Device or connection problems on the user's side do not alone qualify under that general policy. Include the actual purchase details rather than only stating that you cancelled.
Token packs have a separate unused-token condition
The published token-pack conditions require a request within twenty-four hours, unused purchased tokens and card payment. Do not apply the subscription's twenty-token threshold to a pack.
Check which payment is being discussed. A mistaken purchase and a cancellation are not automatic reversals of every token transaction.
EU and UK initial-purchase withdrawal
The initial-purchase withdrawal policy for EU and UK residents has a fourteen-day period from the confirmation email. It excludes renewals; consumed services may be deducted. Reimbursement under that policy is due within fourteen days of notice, normally to the original method.
Give an unambiguous notice identifying the purchase. Do not assume the general twenty-four-hour conditions are the only applicable policy for an eligible initial purchase.
Send a separate request
Email support@candymail.ai with the Premium account email, the payment date, amount and an explicit refund request. Add a receipt or transaction reference if available, without full card details or passwords.
If you also want to stop a future charge, cancel renewal in the account. A refund or chargeback can end paid access and remove remaining tokens; that outcome is different from ordinary cancellation at the end of the paid term.
Questions and answers
I cancelled within twenty-four hours. Where is my refund?
Cancellation does not file the separate refund request. Contact support with the payment and account details so the applicable refund conditions can be reviewed.
Does the twenty-token condition apply to token packs?
No. The published general subscription threshold and the unused-token requirement for packs are different conditions.
Will cancelling return my money immediately?
No. Cancellation stops later renewal. A payment review, refund decision and the payment provider's posting process are separate steps.