Refund Policy

Last updated: August 2026

1. Who this policy applies to

This Refund Policy is issued by Kwacha Kulture B.V., registered with the Netherlands Chamber of Commerce (Kamer van Koophandel) under number 42111800, at 's-Gravenweg 657, Rotterdam, Zuid Holland, Netherlands. It applies to purchases made on our websites and mobile applications (the “Platforms”), including in-app purchases of virtual currency.

It forms part of, and should be read alongside, our Terms of Service.

2. Purchases this covers

• Tova — the virtual currency used to unlock, send, and support content within our Platforms, bought as a one-off purchase or as part of a bundle.
• Subscriptions and paid features — recurring or one-off charges for access to premium features.
• Goods and services sold by third parties — where a vendor, creator, or seller uses our Platforms to sell to you, the seller’s own refund terms apply first; we help mediate where a dispute cannot be resolved directly.

Mavu is a payout balance, not a purchase. It represents amounts you have earned and can withdraw, so it is not refundable — withdrawal terms are covered in our Terms of Service.

3. Purchases made through Apple or Google

Where you buy Tova or a subscription through the Apple App Store or Google Play, the purchase is processed by Apple or Google under their own terms, and their refund process takes precedence. Request those refunds directly through Apple (reportaproblem.apple.com) or Google Play. If a store declines your request and you believe it should be honoured, contact us and we will review it under this policy.

4. When you are entitled to a refund

We will refund a purchase where:

• You were charged more than once for the same purchase, or charged in error.
• The Tova or paid feature you bought was not delivered to your account.
• A technical fault on our side prevented you from using what you paid for, and we cannot resolve it.
• The purchase was made without your authorisation and you report it promptly.
• Applicable consumer law entitles you to a refund — including the EU 14-day right of withdrawal for consumers, subject to the exception below.

5. When a refund is not available

• Tova already spent. Once Tova has been used — sent to a creator, or spent on content or a feature — it cannot be refunded, because the value has already been passed on to another user.
• Digital content you asked to access immediately. Under EU consumer law, the 14-day withdrawal right ends once delivery of digital content begins with your express consent and acknowledgement that you lose that right. Unspent Tova remains refundable within 14 days.
• Accounts closed for breach. Balances on accounts suspended or terminated for breaching our Terms of Service are not refunded.
• Change of mind about content. Not enjoying content you unlocked or supported is not, on its own, grounds for a refund.

6. How to request a refund

Email info@kwachakulture.com with the subject line “Refund request”, and include:

• The account email or username the purchase was made on.
• The platform and the app store used, if any.
• The purchase date, amount, and transaction or receipt reference.
• A short description of what went wrong.

Requests should be made within 30 days of the charge, except where a longer period is required by law.

7. How long it takes

• We acknowledge refund requests within 2 business days.
• We decide on the request within 10 business days of receiving the information we need.
• Approved refunds are issued to the original payment method within 14 days of approval. How quickly the money appears depends on your bank, card issuer, or mobile money provider.

Refunds are made in the currency you were charged in. Where a purchase was converted at the time of payment, exchange rate movement between purchase and refund is not compensated.

8. Chargebacks

Please contact us before raising a chargeback with your bank or card issuer — most issues are resolved faster directly. Accounts with unresolved chargebacks may be suspended until the matter is settled.

9. Complaints and your rights

If you are unhappy with our decision, reply to our response and ask for it to be escalated. As a consumer in the EU you may also use the European Commission’s online dispute resolution platform, or contact the consumer authority in your country. Nothing in this policy limits rights you have under mandatory consumer law.

10. Contact us

Kwacha Kulture B.V., 's-Gravenweg 657, Rotterdam, Zuid Holland, Netherlands. Email info@kwachakulture.com. Business hours Mon–Fri, 09:00–17:00 CET.