Refunds & Disputes

Unused wallet balance

• You can ask for a refund of a top-up you have not used yet within 30 days of buying it. We refund it to the original payment method. The small payment-processing fee added at checkout covers what PayPal charges us and isn't refundable.
• If you used part of a top-up, we refund the unused part. Money you spent on sessions is not refundable, except as described below.
• When you close your account, we refund any balance you paid for in the last 30 days. Older balance can be refunded on request, case by case.
• Promotional credit and bonuses have no cash value and are not refunded.

Problems with a session

Report a problem from your wallet history (Report a problem next to the session) or by email within 7 days of the session. We refund the charge to your wallet when:

• a technical failure on our side made the session unusable;
• the host was not present, had their camera off in a video session, or left you waiting;
• the host broke our Community Guidelines, for example by asking for off-platform payment;
• you were charged for a format or rate different from what was shown before you started.

We do not refund a session because the conversation was not what you hoped for. That is what the free first minute is for: if it does not feel right, end the call before the meter starts.

We review reports using the session record (start and end time, rate, connection events) and any messages. We do not record video or voice. We usually reply within 3 business days.

Chargebacks and PayPal disputes

Please contact us before you open a dispute with PayPal or your bank. A chargeback takes weeks; we can usually fix things in a day. If you open a chargeback for money that was already spent on sessions, we may pause your account while the dispute is open. If a payment turns out to be unauthorized, we refund it in full and help you secure your account.

What hosts should know

When we refund a guest because of a host’s violation or no-show, the host does not earn for that session. If the host was already paid, the amount is deducted from future earnings. Details are in the Host Agreement.

How to ask for a refund

Write to support@snugtalk.com from the email on your account. Include the date and time of the payment or session and the host’s name. Refunds to the original payment method usually appear within 5 to 10 business days, depending on your bank or PayPal.