1. General Provisions
1.1. This Payment and Refund Policy (the “Policy”) governs your payment relations with OkGirl (the “OkGirl”, “We”, “Us”, “Our”). It is additional terms to our Terms of Service and forms part of your agreement with us.
1.2. Please read this Policy carefully (especially Section 5 on refunds). You may wish to save a copy of the Policy for future reference. If you have any questions concerning this Policy, please address them to refund@okgirl.com.
1.3. We may amend the Policy from time to time, and the amendments will become effective when posted on OkGirl without prior notice.
1.4. Capitalized terms used in the Policy and not otherwise defined in the Terms of Service have the following meanings:
“Credits” means the virtual currency of OkGirl used to access paid features without any monetary value; accordingly, references to “selling”, “purchasing”, or “exchanging” Credits are for convenience only;
“Legal Refund” means the refund to which a OkGirl user residing in certain jurisdictions may be entitled due to the provisions of the applicable law of their jurisdiction of residency;
“Optional Refund” means the refund that may be issued by OkGirl at its sole discretion;
“Terms of Service” means the Terms of Service and Service of OkGirl, as amended from time to time and available at Terms of Use.
2. Paid Services
2.1. OkGirl offers free and paid services. You may use the free services after registering your account. To use paid features, you will need Credits.
2.2. Whenever you use paid features on OkGirl, your account balance decreases by the price of the used paid features. You may find the price of paid features on the Credits page in the “Pricing” section and other OkGirl pages.
2.3. The OkGirl provides two types of paid services: action and time-dependent. The first means that you are charged each time you take an action (e.g., send an email). Time-dependent actions mean that you are charged each time in a certain period (e.g., chatting is charged on a per-minute basis).
2.4. OkGirl may change the price of paid services at its sole discretion. This includes the right to make some previously free features payable or provide them free of charge.
3. Credits
3.1. You buy Credits for real money. Depending on your location and other factors, you may use credit/debit cards, and other payment solution systems to buy Credits. Please note that we do not accept gift, prepaid, and scratch cards to pay for Credits.
3.2. We engage third-party payment providers to process payments. We may change the third-party payment providers. Accordingly, some payment methods may be added or become unavailable on OkGirl from time to time. Please note, we are not a payment institution, and we do not process your payments on our behalf.
3.3. In most cases, you buy Credits in exchange for US dollars. However, you may be charged with different currencies depending on your location and other factors. You authorize OkGirl to supply your payment details to a third-party payment provider for processing your payments. Your credit/debit card provider may charge you currency conversion fees and other charges for processing your payments. We do not collect these fees and charges, and we shall not be required to cover them. Please contact your payment service provider or bank to get more information on the fees and charges applicable to you.
3.4. OkGirl may be unavailable in specific regions or territories. You may be unable to top-up your account from such regions or territories.
3.5. OkGirl may, on a non-regular basis, provide some users certain with special offers (including, but not limited to welcome offers, birthday offers, retention, and come-back offers). These offers may contain any amounts of Credits credited to the accounts of these users based on the sole discretion of OkGirl. This provision may also apply to users who are offered special discounts. The terms and conditions, as well as the availability of these offers to certain categories of users, are defined at the sole discretion of OkGirl unless this is a public offer published on the OkGirl webpage(s).
3.6. By using OkGirl, you acknowledge, accept, and confirm that:
3.6.1 Credits are not legal tender; they have no monetary value and may not be used outside OkGirl (for example, you may not use Credits to pay for goods or services that are not offered on OkGirl as part of our services). For the avoidance of doubt, we do not consider it real currency and do not provide you with real currency.
3.6.2 The value assigned to Credits is derived from the possibility of using them on OkGirl.
3.6.3 You do not have any possessory, ownership, interest, or similar rights in Credits. Credits on your balance are for your personal use only; you may not sell, transfer or otherwise dispose of them for the benefit of any third party (for example, it is prohibited to share your account credentials with another person). We may reduce the number of Credits or refuse to provide you with any Credits. However, we shall not be obliged to maintain or update your account balance.
3.6.4 OkGirl has unrestricted rights to issue, manage, cancel, or eliminate Credits as well as to modify terms of availability, exchangeability, or pricing of Credits, and OkGirl will not: (1) be obliged to seek prior approval of such modifications or (2) be liable towards any third party for such modifications.
3.7 If your account is hacked and/or Credits on your account balance are lost and/or you may not use the previously paid services, OkGirl will only be liable if such events have taken place as a result of operational, technical, or similar material problems of OkGirl; in such case, we will check and confirm the amount of Credits lost and add the respective amount of Credits to your account balance. For the avoidance of doubt, OkGirl will not be liable for any damages (including consequential damages) or losses arising out of the use of Credits.
4. Refunds
4.1. Please read this section carefully as refunds are issued under this Policy. Neglecting the rules of this Policy may result in losing your right to a refund.
4.2. In most cases, purchases on OkGirl (i.e., Credits spent and Credits on your account balance) are nonrefundable. All exceptions to this rule are set out in this Policy.
4.3. OkGirl allows for two types of refunds:
(1) Legal Refund
(2) Optional Refund
4.4. For users residing in the EU or EEA: applicable law entitles you to a refund within 14 calendar days after you started to use OkGirl (it is called the “right of withdrawal from the Terms of Service” or just “right to withdrawal”). You do not need to provide us with any reasons for withdrawal (although your feedback is always appreciated). The right to withdraw is not applicable if the performance of the agreement commenced after you: (1) gave your express consent; and (2) acknowledged that you will lose your right to withdrawal by giving such consent. By accepting the Terms of Service and this Policy as its inseparable part, you:
(1) request us to perform the Terms of Service immediately upon registering your account; and
(2) consent that your right to withdrawal will expire within 14 calendar days following your registration date.
Accordingly, if you decide to exercise your right to withdraw within 14 calendar days of your registration, OkGirl will refund you the amount of unspent Credits.
4.5. For users residing in certain US states: Depending on your state of residency, applicable law may allow you to cancel your transaction on OkGirl before midnight of the third business day after the date of the transaction. If your transaction qualifies for a Legal Refund under the applicable law, we will process such refunds upon your request.
Optional Refunds
4.6. Any refund that is not considered a Legal Refund is an Optional Refund.
Credits on Your Balance
4.7. We may refund you the monetary equivalent of the Credits on your balance if:
(1) you purchased these Credits by mistake, with no intention to use them, and you have contacted us with a refund request within 3 calendar days upon such mistaken purchase;
(2) your account has been blocked/terminated (upon your request), and the monetary equivalent of such Credits exceeds USD 20.
4.8. We will not refund Credits on your balance if it is your fifth or further request for such refund. We will also not refund you the Credits in case we find out that your refund is based on your breach of the Terms of Service.
4.9. Upon our discretion, we may refund you the monetary equivalent of the Credits on your balance in other cases.
Spent Credits
4.10. We will not consider your refund request related to the spent Credits unless it falls under one of the following reasons:
4.10.1 OkGirl services. If OkGirl failed to ensure the services as provided in the Terms of Service, then you may be eligible for requesting the refund;
4.10.2 scam or fraud suspicions. We have zero tolerance for fraudulent activities on OkGirl. If you believe that some other user on OkGirl has scammed you or is otherwise involved in fraudulent activities that harm you, we may conduct an investigation and decide to issue a refund;
4.10.3 unauthorized transactions. It is presumed that you approved and controlled all transactions made on OkGirl with your payment method. However, you may submit a refund request if you lost control over your payment method and a third party made a transaction instead.
4.11. Please note, timing is an important factor when resolving the issues mentioned in clauses 4.10.2 to 4.10.3. Hence, you shall submit your refund request within 30 calendar days after becoming aware of the relevant facts.
4.12. Before submitting a refund request, please consider the following:
(a) Time limitations. OkGirl will consider your refund requests submitted within 120 calendar days that follow the day of credit/debit card payment or 180 calendar days that follow the day of a PayPal payment. Certain reasons for a refund (for example, unauthorized transactions) require you to submit the refund request within more stringent timeframes.
(b) Community Guidelines. Please review our Community Guidelines and Online Dispute Resolution Center page to understand better what we can and cannot do when assessing your refund request. For example, we may not force another user to communicate with you on OkGirl, so your refund request regarding the Credits spent communicating with such a user is unlikely to be approved.
(c) Chargebacks. Please mind the difference between chargeback and refund requests. Chargebacks are processed by your financial payment provider (in most cases, your bank), while the team of OkGirl deals with refunds. Requesting a refund offers you a quick solution to your issue in the vast majority of cases while allowing you to submit a broader scope of evidence to support your claims. Our team considers your refund request (together with any additional information and evidence), while chargebacks are considered by third parties not related to us. Please note such third parties may require us to comment on the chargeback requests and submit our evidence, which may relate to you and your information in our possession. Should you experience any difficulties with OkGirl, please be sure to address them with our Support team.
possession. Should you experience any difficulties with OkGirl, please be sure to address them with our Support team.
Submitting refund request. Evidence
4.13. To submit a refund request, please contact us at refund@okgirl.com. Please describe your issue in detail and let us know why you believe that refunding would be a suitable option in your case.
4.14. The OkGirl team reviews and assesses each refund request individually. We would need at least 48 hours to initially determine the refund request and reach out to you to assist. In some instances, we need your approval to start a formal investigation of the matter you brought up (for example, if you assert that another user’s conduct on OkGirl breaches our rules). We will proceed with the investigation once we receive your approval. In case you withdraw the approval, we will terminate the investigation and close your refund request.
4.15. We may ask you to provide evidence or additional information regarding your request. Depending on the nature of the case and facts, several rounds of evidence submission may be required. Please treat these additional requests seriously. It is essential that you submit all relevant evidence. It allows us to consider your refund request in full and in the quickest time frame possible.
4.16. We do not limit the scope of potential evidence you may submit; however, we expect you to act reasonably and in good faith when requesting a refund and supporting your claims. For example, if you believe that another user of OkGirl has breached the rules of OkGirl, please attach screenshots of your communication with such user, explain the reasons for your concerns, and describe other essential factors.
4.17. We do not tolerate any forged evidence. If we have reasonable doubt about the credibility of a particular piece of evidence, we may either omit it from consideration or close your refund request.
4.18. If we have found valid grounds for a refund upon consideration of the refund request, we will offer you a full or partial refund. For the avoidance of doubt, offering a refund or declining the refund request shall not be interpreted as an admission of any guilt or failure to act from OkGirl’s or your side, respectively.
4.19. Among other reasons, we may offer you a partial refund if:
(1) the refund request is not fully substantiated;
(2) there is credible conflicting evidence regarding the information that you have submitted;
(3) we were not able to confirm the alleged facts in full;
(4) we believe that your actions or failure to act contributed to the gravity of the case.
4.20. In any case, the amount of money refunded will NOT exceed the amount paid for a particular paid feature.
4.21. Among other reasons, your refund request may be declined if:
(1) the refund request has been submitted after the expiry of the terms mentioned in clauses 4.11 and 4.12(a);
(2) you did not approve the conduct of a formal investigation or revoked your approval afterwards;
(3) we have reasonable grounds to believe that at least part of the submitted evidence is forged or otherwise modified;
(4) you did not answer our additional information request within 7 calendar days.
4.22. Please note, OkGirl’s right to offer a partial refund or decline the refund request entirely is not limited to the cases above. OkGirl decides as to whether to issue a refund upon its sole discretion, upon consideration of the facts available. The decision to give or decline a refund request is final and non-negotiable.
