Refund Policy

1. What you are buying

• Stars are a virtual currency credited to your wallet the moment your payment is confirmed. They have no cash value and can only be used inside Tokomi.
• Tokomi+ memberships purchased on our website are prepaid for a fixed term (for example 30 or 365 days) and begin immediately. They do not renew automatically, so there is nothing to cancel; benefits simply end when the term expires unless you buy another term.
• Other digital items (such as themes, emote packs or mini app features) are unlocked immediately on purchase.

2. Purchases through the website

Purchases made on the Tokomi website are final and non-refundable, except that we will refund you in the following situations:

• Item not delivered: your payment was captured but the Stars, membership or item was not credited to your account and we cannot credit it within a reasonable time.
• Duplicate charge: you were charged more than once for the same order.
• Unauthorized transaction: a purchase was made on your account without your authorization. Tell us within 60 days of the charge; we may ask you to help us investigate and to secure your account.
• Our error: a pricing or technical error on our side caused you to be charged the wrong amount.
• Where a refund is required by the law of the state where you live.

In other cases — for example if you changed your mind, did not use the Stars or membership, did not enjoy a character’s replies, or your account was suspended or terminated for violating our Terms — we do not provide refunds. Stars that have already been spent, and membership time that has already elapsed, cannot be refunded in any case.

We may, in our sole discretion, offer a goodwill refund or Stars credit outside these rules. Doing so does not create an obligation to do so again.

3. Purchases through Apple or Google

If you purchased through the Apple App Store or Google Play, your purchase is governed by that store’s terms and refund policy, and only the store can issue a refund. Request a refund from Apple at reportaproblem.apple.com or from Google through Google Play’s order history. If the store grants a refund, we will remove the corresponding Stars or membership from your account, and your balance may go negative until it is repaid.

4. How to request a refund

Email [email protected] with the subject line “Refund Request” and include the email address on your account, the order number or transaction date and amount, and a short description of the problem. We aim to respond within 5 business days. Approved refunds are returned to the original payment method; depending on your bank or card issuer they may take 5–10 business days to appear.

5. Chargebacks

Please contact us before disputing a charge with your bank. If you initiate a chargeback for a purchase that was delivered to your account, we may suspend the account and remove the disputed items while the dispute is resolved, and we may decline future purchases from accounts with a history of unwarranted chargebacks.

6. Account deletion and termination

Deleting your account forfeits any remaining Stars, membership time and other digital items, and no refund is owed for them. If we terminate your account for a serious or repeated violation of our Terms or Community Guidelines, unused items are likewise forfeited without refund.

7. Creator earnings

This Policy does not apply to creator earnings or payouts, which are governed by our Creator Terms. Note that when a purchase is refunded or charged back, any creator earnings attributed to that purchase are reversed.

8. Changes

We may update this Policy from time to time; the version in effect at the time of your purchase applies to that purchase. Questions: [email protected].