Refund & Dispute Policy

Overview

Camyvera connects customers (“seekers”) with verified professionals (“mavens”) for pay-per-minute video calls, audio calls, and chat. Because most charges are tied to time-based services or non-refundable third-party fees, refund eligibility depends on the type of charge and the circumstances. This page summarises our policy. The full policy is part of our Terms of Service.

When you are eligible for a refund

• Call did not connect. If the call never connected due to a platform technical failure, the charge is fully refunded automatically (or on request within 24 hours).
• Call dropped within the first minute. The first minute of every call is free; any charge that occurred due to a connection issue inside that window is reversed.
• Significant quality failure. If audio or video was unusable for the majority of the call due to platform-side issues (not your network), contact support within 24 hours and we’ll review.
• Unauthorized charge. If you believe a charge was made without your authorisation, contact us immediately so we can investigate alongside your card issuer.
• Duplicate charge. Accidental duplicate charges are refunded in full.
• Subscription cancelled before renewal. Subscriptions cancelled before the renewal date are not charged for the next period. Refunds for the current period are at our discretion based on usage.
• Wallet top-up, never used. Unused account wallet balances may be refunded on request, less any non-refundable third-party processing fees.

When you are NOT eligible for a refund

• Service has been used. Once a call has been completed or wallet minutes consumed, those minutes cannot be refunded except in cases of platform-side technical failure.
• You changed your mind about the maven’s answer. Disagreement with a maven’s opinion is not a basis for refund. The first minute of every call is free precisely so you can confirm fit before being charged.
• Network problems on your side. Wi-Fi, mobile data, or device issues unrelated to the platform are not refundable.
• Promotional or referral credits. Bonus credits earned via referrals or promotions are non-transferable and non-refundable.
• Call charges below $1. For administrative reasons, we generally don’t process refunds below $1, though credits may be applied to your account in lieu.

How to request a refund

Email [email protected] within 24 hours of the transaction with:

• The email address linked to your account
• The transaction date, amount, and (if available) charge ID
• A short description of the issue

Most refund requests are reviewed within 2 business days. Approved refunds typically appear on your card within 5–10 business days, depending on your bank.

Mobile App purchases (iOS / Android)

In-app purchases made through the Apple App Store or Google Play are subject to those stores’ refund policies. Apple/Google handle the refund directly and we cannot reverse those charges from our side. We can still assist by providing transaction context if you contact support.

Disputes & chargebacks

Before filing a chargeback with your bank, please contact us first — we resolve the vast majority of issues directly. Filing a chargeback for a legitimate, completed transaction violates our Terms of Service and may result in account suspension and reporting to fraud-prevention services. We retain transaction logs, login history, and call usage records to contest fraudulent disputes with payment processors.

Maven payouts

If you are a maven and a customer’s charge is refunded, the corresponding earnings on that call are reversed from your pending balance. If the call was already paid out, the amount is deducted from your next payout. Detailed reporting is available in your payout settings.

Questions

Email [email protected] any time. A real human reads every reply.