This policy explains how coins work and when we refund a purchase. It forms part of our Terms of Service.
Free matches and coins
New users get free matches to try Call1v1, with no payment details needed. After those are used, calls use coins. The price of each coin package is shown before you pay, and you’re never signed up for anything recurring just by buying coins.
What coins are
- Coins are a licence to use paid features inside Call1v1. They are not money and have no cash value.
- They can’t be transferred to another account, sold, or exchanged back into money.
- They are tied to the account you bought them on — which is one more reason to add an email to a guest account.
When coins are used
Coins are taken from your balance when you use a paid feature, such as a call after your free matches. Once coins have been spent on a call, they can’t be returned — even if the other person hangs up early or the call didn’t go the way you hoped.
When we refund
Coin purchases are final, except in these cases:
- You were charged but the coins never arrived. We’ll either add the coins or refund the payment.
- You were charged twice for the same purchase. We refund the duplicate.
- A technical fault on our side took coins without giving you the feature. We return the coins.
- The law where you live gives you a right to a refund. Nothing in this policy takes away rights you have as a consumer.
To ask for one, contact us within 30 days of the purchase with the date, amount, payment method and the email shown on your receipt. Approved refunds go back to the original payment method; how long that takes depends on your bank or payment provider.
A charge you don’t recognise
Check with anyone else who uses your device or card first. If it still looks wrong, contact us before opening a dispute with your bank — we can usually sort it out faster. Accounts with a chargeback in progress may be paused while it’s resolved.
Closed accounts
If you delete your account, unused coins are lost. If we close an account for breaking our Community Guidelines or Terms, unused coins are not refunded.
Changes
If we change this policy, we’ll update the date at the top. Changes don’t affect purchases made before the update.