Token Refund Policy

Effective Date: December 17, 2024

Important Notice

All token purchases on Vuna Exchange are final and non-refundable. Please read this policy carefully before making a purchase.

No Refunds on Token Purchases

Once you purchase tokens on Vuna Exchange, the transaction is final and non-refundable. This includes:

  • All Growth plan token bundles (Starter, Builder, Momentum, Scale, Pro)
  • All Partner+ plan token bundles (Partner Core, Partner Plus, Partner Elite, Partner Authority)
  • Any promotional or discounted token purchases
  • Tokens granted through special offers or campaigns

Token Validity Period

90-Day Expiry Period

All purchased tokens are valid for 90 days (3 months) from the date of purchase.

  • Tokens expire automatically after 90 days
  • You'll receive email reminders at 60 days and 30 days before expiry
  • Expired tokens cannot be recovered, extended, or refunded
  • We recommend purchasing token bundles that align with your usage needs

Token Consumption Order (FIFO)

Tokens are consumed on a First-In, First-Out (FIFO) basis:

  • Your oldest tokens are always used first
  • This ensures tokens closest to expiry are used before they expire
  • You can view your token expiry dates on your Token Balance page
  • Multiple token purchases are tracked separately with their own expiry dates

Limited Exception Cases

We may consider refunds or token credits only in the following exceptional circumstances:

1. Technical Errors

If a technical error on our platform prevented you from using purchased tokens within 48 hours of purchase, and you report it to us within 7 days.

2. Duplicate Charges

If you were accidentally charged multiple times for the same token purchase due to a payment processing error.

3. Unauthorized Transactions

If your payment method was used without your authorization, subject to verification and fraud investigation.

Exception requests must be submitted to support@vunaexchange.co.uk within 7 days of the transaction.

No Refunds For

  • ×Change of mind or unused tokens
  • ×Expired tokens (after 90-day validity period)
  • ×Tokens consumed for platform actions
  • ×Dissatisfaction with matches or connections
  • ×Account suspension or termination due to policy violations
  • ×Voluntary account closure

Understanding Your Purchase

By purchasing tokens, you acknowledge that:

  • You have read and understood this refund policy
  • Tokens are digital goods with immediate access upon purchase
  • Token expiry dates are clearly communicated at time of purchase
  • You are responsible for monitoring your token balance and expiry dates
  • All sales are final unless an exception case applies

Questions or Concerns?

If you have questions about this policy or need to report an exception case, please contact our support team:

Email: support@vunaexchange.co.uk

Response Time: Within 48 business hours

View Token Bundles

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