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2chatLegal

Refund Policy

Effective date: 2026-05-06 · Version: 2026-05-06

1. Statutory right of withdrawal (EU consumers)

If you are a consumer resident in the European Union, you normally have 14 calendar days from the date of purchase to withdraw from a contract concluded at distance, without giving any reason. This right is granted by Article 9 of the EU Consumer Rights Directive (Directive 2011/83/EU) and applies in every EU Member State.

2. Exception for digital content delivered immediately

Avatar frames are digital content not supplied on a tangible medium. Under Article 16(m) of the Consumer Rights Directive, the right of withdrawal does not apply if performance has begun with your prior express consent and your acknowledgement that you thereby lose the right of withdrawal.

At checkout you must tick a box confirming both. If you do not tick the box, your 14-day right of withdrawal is preserved and you can request a refund for any reason within that period.

3. How to request a refund

Send an email to platzhalter@platzhalter.com from the email address linked to your account, with:

  • your username or account email;
  • the Stripe receipt or purchase ID;
  • the reason (optional).

We will confirm receipt within 48 hours and, if the refund is granted, refund through Stripe within 14 days. Stripe’s own processing time may add a few business days before the amount appears on your card statement.

4. Faulty content or service interruption

Independent of the 14-day right of withdrawal, you have a statutory 2-year guarantee of conformity on digital content under EU Directive 2019/770. If something you bought (a coin pack, a frame purchased with coins, the Premium subscription) does not work as described, we will fix it or refund the purchase.

4a. Coin packs & in-app currency

When you buy a coin pack, the Coins are credited to your wallet immediately. By ticking the waiver checkbox at checkout you confirm performance has begun and you lose the 14-day right of withdrawal under Article 16(m) of Directive 2011/83/EU. After credit, Coins are non-refundable unless the pack itself was faulty or never credited (then we refund or top-up upon request).

4b. Premium subscription

Premium auto-renews monthly until cancelled. To cancel for the next period, email us — cancellation is free and takes effect at the end of the current paid period (you keep access to Premium perks until then). Already-charged recurring periods are non-refundable except where mandatory consumer-protection law of your habitual residence says otherwise.

5. Chargebacks

Initiating a chargeback through your card issuer instead of contacting us first may delay any resolution and may result in a temporary suspension of your account while the dispute is ongoing.

6. Contact

Refund inquiries: platzhalter@platzhalter.com.