Candy AI refund conditions and requests
Email support@candymail.ai with the account and transaction reference for the payment you want reviewed. Subscription refunds and token-package refunds have different conditions. Cancellation alone does not refund a charge.
In this article
Conditions depend on the purchase
For an ordinary card-paid subscription or other non-token purchase, request review within 24 hours and use no more than 20 tokens. A token-package refund instead requires a request within 24 hours with the purchased tokens unused.
The ordinary policy excludes technical problems on the user side. Applicable consumer rights can differ by location.
Initial purchases in the EU or UK
Our terms describe a 14-day withdrawal period for an initial purchase, not subscription renewals. An amount reflecting service already used can be deducted. Send your withdrawal request to support@candymail.ai before the deadline.
Include the details that identify the charge
Send the account email, amount, currency, payment date and transaction reference. If the issue concerns an error, add the action and approximate time.
Do not send a complete card number, security code or banking password. A receipt reference is different from a payment credential.
Handle renewal separately
If you do not want another recurring charge, complete Unsubscribe in the account's subscription settings. Keep the cancellation and refund correspondence together without treating one as confirmation of the other.
Follow up in the original support conversation when supplying extra information.
Common questions
What are the ordinary Candy AI subscription refund conditions?
For a card-paid subscription, the ordinary policy requires a request within 24 hours and no more than 20 tokens used. The token-package rule is stricter, and applicable local consumer rights also need to be considered.
Does the 20-token allowance also apply to a token-pack refund?
No. A token-pack refund under the ordinary policy requires unused purchased tokens, a card payment and a request within 24 hours. It is not the subscription refund allowance.
Does a cancellation confirmation mean my refund is approved?
No. Cancellation and a refund review concern different actions. Wait for the specific response about the completed payment.
Which receipt details should I send for a refund?
Use the account email, charge amount, currency, date and transaction reference. Avoid sending passwords or full payment-card credentials.
Should I cancel renewal while a refund request is pending?
Use cancellation if you want to stop future renewal. A pending refund enquiry does not itself change the recurring subscription setting.