Refunds are handled by us, not by the creator. You don't need to negotiate with anyone — send us the request and we'll review it.
Send the request within 7 days
Refund requests should reach us within 7 calendar days of the payment, unless the law where you live gives you longer. After that we usually can't help, so don't sit on it.
Write to [email protected] or [email protected] with the subject Refund Request, and include:
your full name and the email on your Sociala account;
your username;
the transaction ID, the date and the amount — all three are in the payment's details window in Wallet;
how you paid;
a short description of what went wrong.
When a refund is possible
The content was deleted before you ever opened it.
The payment wasn't authorised by you.
You were charged twice, or charged the wrong amount because of an error on our side.
A failure on our side stopped you from getting what you paid for and we can't put it right.
When it isn't
You've already opened the content — even once.
You unsubscribed before your paid period ended. You keep the access instead; see Paid Channel subscription refunds.
The creator stopped posting, paused the channel or closed it.
It's a donation. See Refund Requests for Donations.
You sent a paid message and got a reply.
Something went wrong on your side — connection, device, wrong time zone, a renewal you meant to cancel.
Paid messages refund themselves
If nobody replies to your paid message within 5 days, the amount comes back to your Sociala balance automatically. No request needed.
If we say no
You can appeal once per case — reply with anything that adds to the picture and we'll look again.
Please come to us before asking your bank to reverse a payment. A chargeback opened without talking to us first can freeze your account and your balance while it's investigated, and that takes far longer than a refund request.
Full conditions are in our Refund Policy.