Refund & Dispute Policy

1. Scope

This policy applies to eligible digital purchases associated with Heya, including one-time purchases of virtual coins and other digital features where Heya is responsible for reviewing the request. Certain purchases may also be governed by additional terms displayed at the time of purchase.

2. One-time virtual coin purchases

Virtual coins are digital items credited to the purchaser’s Heya account after a successful purchase. They may be used only for eligible in-app features, have no cash value, cannot be withdrawn, and cannot be transferred between users.

3. Requests we may review

Heya may review requests involving:

• A duplicate charge for the same purchase.
• A charge the account holder reports as unauthorized.
• A confirmed technical failure where the purchased digital item was not delivered.
• An incorrect purchase amount caused by a verified technical error.
• Rights available under applicable consumer-protection law.

4. Requests that are generally not eligible

Unless required by applicable law, refunds are generally not available where digital items were successfully delivered and used, where the request results from a change of mind, or where account access was restricted because of a violation of Heya’s Terms of Service or Community Guidelines.

5. How to submit a request

Submit a request through Heya Contact Us. To help us investigate, include the account identifier, purchase date, amount, receipt or transaction reference, a description of the issue, and any supporting screenshots. Do not send full payment-card details or passwords.

6. Review process and timing

We aim to acknowledge purchase-support requests within 2 business days and complete most reviews within 5–10 business days after receiving sufficient information. Complex cases, security investigations, or requests involving third parties may take longer. Approval is not guaranteed.

7. Unauthorized transactions

If you believe a payment was unauthorized, contact us promptly and secure your Heya account. You should also contact your financial institution when appropriate. Heya may request identity, account, device, or transaction information necessary to investigate and prevent fraud.

8. Approved refunds

Approved refunds are generally returned to the original payment method. Processing time after approval depends on the relevant financial institutions and may take additional business days. Any digital items associated with a refunded purchase may be removed from the account.

9. Chargebacks and disputes

We encourage users to contact Heya Support first so we can investigate. If a formal payment dispute is opened, Heya may provide relevant transaction, delivery, account, and usage records to the organizations handling the dispute, as permitted by law.

10. Consumer rights

Nothing in this policy limits rights that cannot be excluded under applicable law. Where local law provides stronger refund or cancellation rights, those rights apply.

11. Contact

For billing, refund, or transaction questions, use Contact Us. Heya is operated by Pikka International Holding Co., Limited.