Ask us to review a Candy AI refund request

Check the general conditions for a subscription payment

Under our general subscription refund policy, you must request a refund within twenty-four hours of payment, have used no more than twenty tokens and have bought the subscription directly by debit or credit card. We review eligibility rather than approve every request automatically.

A problem with your own device or connection does not, by itself, qualify under this general policy. Give us the payment details and reason for the request; a cancellation confirmation alone does not explain the purchase to be reviewed.

Leave purchased tokens unused for a token-pack request

For a token-pack refund, the conditions are card payment, a request within twenty-four hours of payment and purchased tokens that remain unused. The subscription allowance of up to twenty used tokens does not apply to a pack.

Identify the specific pack payment when contacting us. Buying by mistake does not guarantee a refund, and cancelling a membership does not reverse its separate token purchases.

Use the separate EU or UK initial-purchase withdrawal policy

If you are an EU or UK resident making an initial purchase, our withdrawal policy allows fourteen days measured from the confirmation email. Renewals are excluded, and we may deduct services already consumed. Under this policy, reimbursement is due within fourteen days of notice, normally through the original payment method.

Send a clear, unambiguous withdrawal notice that identifies your purchase. For an eligible initial purchase, read this policy separately instead of treating the general twenty-four-hour refund conditions as the only applicable route.

Email your request and cancel renewal if needed

Write to support@candymail.ai and explicitly ask for a refund. Include your Premium account email, the amount and payment date, plus a receipt or transaction reference if you have one. Do not include full card details or passwords.

Also cancel renewal in your account if you want to prevent another charge. A refund or chargeback ends paid access and removes remaining tokens immediately under our terms; ordinary cancellation instead leaves the current paid term to run out.

Questions and answers

Do I still need to request a refund after cancelling within twenty-four hours?

Yes. Send us a separate refund request with the account and payment details. We can then review the relevant eligibility conditions; cancellation has only stopped renewal.

Can I use twenty tokens from a pack and still meet its refund conditions?

No. A token pack must remain unused to meet that condition. The up-to-twenty-token threshold belongs to the general subscription refund policy, not pack purchases.

How soon does cancellation put a payment back in my account?

Cancellation does not return a payment; it prevents later renewal. A refund requires its own review and decision, followed by the payment provider's separate posting process.