The short version
Unspent kudos may be refundable within 14 days.
Spent kudos cannot usually be refunded because they have already changed a public ranking. If a fault on our side caused the problem, we refund you regardless.
Unspent purchases within 14 days, duplicate charges, missing kudos, and our billing mistakes.
Spent kudos, purchases older than 14 days, or dissatisfaction with a chart result.
When we will refund
- You were charged and the kudos never arrived.
- You were charged more than once for the same purchase.
- You bought within the last 14 days and have not spent the kudos. We refund the unspent balance from that purchase.
- A fault on our side charged the wrong amount or credited the wrong bundle.
When we will not refund
- The kudos have been spent, regardless of who received them.
- The creator did not win or later moved down the board.
- You changed your mind about a creator after spending.
- The purchase is older than 14 days.
- The account is suspended for fraud or board manipulation.
These limits do not affect rights under Malaysian consumer law that cannot be excluded.
Why spent kudos are different
Kudos are delivered when payment clears. Spending them changes a ranking that other people can see. Reversing that decision would rewrite the public result, so ordinary refunds are based on whether the purchased kudos remain unspent.
Request a refund
Tell us which payment went wrong.
Email us from the address on your account and include roughly when you paid. We reply within five working days. Approved refunds return to the original payment method; your bank usually needs another five to ten days to show them.
Email [email protected]Contact us before raising a chargeback where possible. A chargeback suspends the account while the bank investigates.