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Refund Policy

Last updated: August 2026

Privé Moi sells coins, a prepaid unit of account used to pay for private time with a host. This page sets out exactly when we give money back, when we do not, and how to ask. Refunds are handled by a person at support@privemoi.com, not by an automated form.

Unspent coins are refundable for 14 days

If you bought coins and have not spent them, you can ask for your money back within 14 days of the purchase date. Email support@privemoi.com and we will refund the unspent balance from that purchase to the original payment method. There is no restocking fee and you do not have to give a reason. The refunded coins are removed from your balance when the refund is issued.

If you spent only part of a purchase, the unspent part is still refundable within the same 14 days.

Spent coins are not refundable

Coins that have already been spent on a call, a message, a gift, or any other paid feature are not refundable. The service they paid for was delivered at the moment they were spent, and the host has already been credited for her time. This is the only category of purchase we do not refund.

Technical faults are credited

If a verified technical fault on our side interrupts or degrades a call, we credit your account for the disputed time. This is the same promise made in section 4 of our Terms of Service. Tell us the date and approximate time of the call and we will check the session record.

Recognising a charge

Card payments are not live yet. Coin packs are paid for in cryptocurrency through NOWPayments, so a coin purchase creates no card or bank statement line at all. When card checkout opens, purchases will carry a discreet billing descriptor and we will publish it on this page before the first card is charged.

The merchant of record is Adamas Technology Ltd, registered in England and Wales, company number 17342917, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.

How to request a refund

Email support@privemoi.com and include:

  • the email address on your account;
  • the date of the purchase;
  • the amount charged;
  • whether you are asking about unspent coins, a technical fault, or a charge you do not recognise.

We acknowledge every request within 24 hours and resolve it within five business days. Where a refund is due, we issue it to the original payment method; how long it then takes to appear is set by your bank or wallet provider, not by us.

Please contact us before your bank

If something looks wrong on your statement, write to support@privemoi.com first. We ask this for a practical reason: we can usually settle a billing question in hours, while a dispute opened with your bank takes weeks, freezes the amount for the whole of that time, and gives us no way to talk to you while it runs.

Most charges people do not recognise are explained by the billing descriptor described above, which deliberately does not carry the name Privé Moi. Tell us the date and the amount and we will identify the payment for you the same day. If the charge really was not authorised by you, say so and we will refund it and secure the account, and you keep every right you have to raise the matter with your bank afterwards. Contacting us first does not waive any of your rights.

Fraud and abuse

We do not refund coin balances obtained through fraud, chargeback abuse, or breach of our Terms, and such balances may be revoked as set out in section 3 of the Terms of Service.

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