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Refund Policy

How refunds work for Vio-Gems, VIP subscriptions, and in-app purchases on Fuvio.

Last updated: September 24, 2026 · v2

Refund Policy

Last Updated: September 25, 2026

This Refund Policy applies to purchases in the Fuvio app and website operated by Fuvio LLC, a New Mexico limited liability company, 1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, USA.

1. General Policy

Vio-Gems are virtual currency (base rate: USD 1 = 10,000 Vio-Gems). Once purchased, they are generally non-refundable because they are immediately delivered to your account and may have already been used for gifts, paid calls, room access, games or VIP/SVIP memberships. Vio-Gems can never be withdrawn as cash.

2. When Refunds ARE Available

  • Unauthorized purchase — A purchase made without your authorization (e.g., someone else using your account). You must report within 14 days.
  • Duplicate charge — You were charged twice for the same purchase.
  • Failed delivery — Vio-Gems were not credited to your account within 30 minutes of payment confirmation.
  • Technical error — A bug caused you to spend Vio-Gems unintentionally.
  • Statutory rights — Where local law (e.g., EU 14-day cooling-off, certain US states) requires refunds, those rights apply.
  • App Store / Play Store policies — Refunds via iOS App Store or Google Play follow their respective platform policies. Apple/Google handle the refund directly.

3. When Refunds Are NOT Available

  • You changed your mind after purchasing
  • You sent gifts and now regret it
  • The host you tipped was banned afterward (gifts are sent voluntarily, not purchases)
  • Your account was suspended for violating Terms of Service
  • You purchased Vio-Gems more than 14 days ago and have already used them
  • Promotional or bonus Vio-Gems (those given as rewards, not purchased)
  • Vio-Gems staked or lost in in-app games. Game winnings and play-only credit are for in-app play only and are never refunded, withdrawn or converted to cash
  • Vio-Gems bought from anyone who is not an official Fuvio coin dealer listed in the app or Coin Panel

4. How to Request a Refund

For purchases via Apple App Store: Use Apple's official refund process at reportaproblem.apple.com. We cannot process Apple refunds directly.

For purchases via Google Play: Use Google Play's refund flow within 48 hours, or contact Google Play support. We cannot process Google Play refunds directly.

For direct purchases (on fuvio.live or from an official Fuvio coin dealer): Email [email protected] with the subject "Refund" and include:

  • Your Fuvio user ID
  • Date and amount of the transaction
  • Payment method and last 4 digits
  • Reason for refund request
  • Any supporting evidence (screenshots, transaction IDs, Coin Panel receipt)

5. Processing Time

  • Refund requests are reviewed within 5-10 business days
  • If approved, the refund will be processed via the original payment method
  • Bank/card refunds typically appear within 5-15 business days
  • Mobile wallet refunds (e.g., bKash) typically appear within 3-7 business days

6. Chargebacks

If you initiate a chargeback or payment dispute without contacting us first, your account may be suspended pending investigation. Please contact us at [email protected] before disputing a charge.

7. Withdrawal Refunds (for Hosts)

Withdrawals processed to your bank account, wallet or payout method are final once they leave our system. If a withdrawal fails (wrong account number, etc.), the funds return to your wallet within 7 business days. Payouts are sent only to a payout method in your own name that you have bound in the app.

8. Contact

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