OurLove.com: Refund and Cancellation Policy

Last updated September, 2024

Credit Refund

Credits can be refunded to your account in any of the following situations:

  1. For cases when your Correspondent Member had been reported for inappropriate activities according to our Anti-Scam policy, and (or) was found on a trustworthy anti-scam site.

    In such a case, we may, at our sole and unfettered discretion, issue a partial refund to the Member, who had informed us of such Correspondent Member's inappropriate activity by providing incontrovertible evidence of same.

  2. In the event your Correspondent Member is no longer interested in the Services and (or) requested his/her profile to be deleted.

    In such a case, our customer support administrators shall review the correspondence between you and the deactivated Correspondent Member and shall have the right to make a decision, in their sole discretion, with respect to the issuance of refund back to you.

    Notwithstanding the above, we customarily issue no more than 10 credits back to the Member for such the Member’s last letter to the deactivated Correspondent Member.

    Please note that in the event a Correspondent Member had found his/her match, and same is not you, you shall not be entitled to any refund with respect to this correspondence with such Correspondent Member.

  3. For a completely or partially poor quality service:
    1. There was no video stream in the video chat / Camshare or video stream was interrupted as a result of poor connection due to website malfunction.
    2. Receipt by you of a duplicate letter from a Correspondent Member and/or poor-quality of translation of a letter.
    3. Delivery contents did not resemble the goods ordered.

Credits may be refunded in other circumstances, once the validity of your claim is accepted by us.

Please note that we issue refunds ONLY in case the violation was performed by members with a confirmed account status.

Monetary Refund

In the following circumstances you are entitled to request a monetary refund:

  1. If it is proven that your card was used fraudulently on our website your money will be refunded. Should you suspect credit card fraud, please contact us immediately and we will investigate.
  2. For erroneous purchases made by you, provided that these are not systematic requests (one time only):
    1. If the purchased credits are not spent, then you are entitled to a full refund.
    2. If the purchased credits are spent partially, then you are entitled to a partial refund.

  3. In case we terminated your membership for any reason, with or without explanation.

    In such a case, you shall receive a refund, pro rata, of any paid but unused fees that we have received from you.

    If your membership was terminated by reason of violation of our Terms & Conditions and (or) Privacy Policy, or at your request, you will not be entitled for any refund of unused fees.

    Please note that unused credits (excluding subscription credits) expire 90 days after their purchase date. Unused subscription credits expire at the end of one-month subscription period and will not be moved to the next subscription period.

The money refunded will NOT exceed the amount paid for a particular service or product.

How to Request Refund

For enforcement of the credit or monetary refund or membership cancellation please contact Help Center available in the application or on the website, or contact our support team directly via email support@OurLove.com. Once your request is approved, you will receive a refund to your designated account, as set forth above. We will review and get back to you with an initial reply to your request within 72 (seventy two) hours.

Declaration

Please also note should you chargeback any transactions billed to your account, we may be required to disclose any and/or all private communications sent/received by you through our Service in order to prove the validity of the charges billed to your account our Privacy Policy will therefore not restrain any such disclosures.

Membership cancellation

You may terminate Your membership at any time, for any reason, following the below steps:

Step 1: Navigate to Account Settings

1. Once logged in, look for Menu section (button “≡”). Click on it to access the account menu.

2. From the dropdown menu, select “Settings”.

Step 2: Locate the Manage account Section

1. In your account settings, find the section labeled “Manage Account”. Below it is stated: Need a break? Go here to hide your account or cancel membership.

2. Click on “Go here” hyperlink.

Step 3: Cancel Your Subscription

1. Look for an option that says “Cancel Subscription”.

2. Follow the on-screen prompts to cancel your subscription. You will be asked to confirm your decision by specifying the reason for the cancellation.

Step 4: Additional Considerations

1. Customer Support: If you encounter any issues, contact customer support for assistance. Contact Live Support available in the application or on the website, or contact our support team directly via email support@OurLove.com.

Your membership will be cancelled effective from the next subscription month following your request to cancel the said membership, however any fees charged for previous membership, used or used credits within the current subscription month will not be refunded, notwithstanding the provisions of the refund as set out in this Refund and Cancellation Policy.