Memberships
Ask us to review the specific payment
A refund request must identify what you bought and state that you want repayment. Membership and token packs have different conditions. Renewal cancellation is another action: it prevents a later charge but does not automatically ask us to return money already paid.
On this page
Direct-card subscription requests have a defined window
Under our general policy, a subscription bought directly by credit or debit card can be assessed when the request is made within 24 hours of payment and no more than 20 tokens have been used. These are review conditions, not an automatic approval triggered by being inside the window.
Explain the reason and identify the transaction. A device or connection difficulty on your side does not by itself qualify the purchase under this policy. A cancellation record also does not substitute for a clear request naming the payment you want reviewed.
A separate token pack must remain unused for its route
The general pack policy requires a card purchase, a request within 24 hours and an unused pack. Do not apply the subscription's allowance of no more than 20 used tokens to a pack. They concern different purchases and different usage conditions.
Give the pack's own transaction reference when asking for assessment. Describing a purchase as accidental does not guarantee repayment, and cancelling a membership does not undo that separately bought balance. Keep the requested outcome and the affected payment explicit.
EU and UK initial-purchase withdrawal is separate
EU and UK residents have a 14-day withdrawal period for an initial purchase, starting from the confirmation email. It does not cover renewals under that initial-purchase route. Consumed services may be deducted, so the period should not be described as unlimited free use followed by a full return.
Send an unambiguous withdrawal notice with enough information to identify the purchase. Reimbursement is due within 14 days of notice and normally uses the original payment method. The general 24-hour policy is not the only possible route for an eligible resident's initial transaction.
Request repayment and stop future charges independently
Email support@candymail.ai with an explicit refund request, the Premium account email, purchase date, amount and a receipt or reference. Do not send your password, full card number or security code. Include what is needed to locate the transaction rather than unrelated private records.
Cancel renewal in the account as well if you want to prevent another subscription charge. Under our terms, a refund or chargeback ends paid access immediately and removes remaining tokens. Ordinary cancellation instead preserves the existing term until its paid-through date.
Your questions
Have I requested repayment by cancelling within 24 hours?
No. You still need an explicit refund request identifying the transaction. Cancellation controls future renewal, while the repayment request is assessed under the conditions for the purchase. Keep both confirmations if you want both outcomes.
Can I use 20 tokens from a pack and then request its refund?
The pack must be unused for the general pack policy. The no-more-than-20-used-tokens rule belongs to the separate direct-card subscription route. Identify the actual transaction before applying one policy's conditions to another.
Does the cancellation date determine when money arrives?
Cancellation does not initiate reimbursement. A request must be reviewed separately, and a payment provider's posting process can affect when an approved repayment appears. Use the request and decision records rather than estimating the bank date from Unsubscribe.