Refund Policy

Last Updated: September 8, 2026

Overview

At TheLoops, we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which we offer refunds for our subscription plans. Payments are accepted by card through Monobank, in cryptocurrency through Cryptomus, or by direct bank transfer to our Ukrainian sole proprietor (FOP) account.

Subscription Plans

TheLoops offers subscription plans, sold for a term of 30, 60, 90, 180 or 365 days chosen at checkout, and a pay-as-you-go Balance. Subscriptions do not renew on their own: when a term ends you buy another to carry on, and nothing is charged until you do. Refunds of an unspent Balance are dealt with separately below.

Refund Eligibility

Full Refund

You are eligible for a full refund if:

  • You request a refund within 7 days of purchase

Partial Refund

A partial refund may be considered if:

  • You request a refund between 7 and 14 days after purchase and there are documented technical issues on our side that prevented you from using the Service

No Refund

Refunds will not be granted in the following cases:

  • Requests made more than 14 days after purchase
  • Violation of our Terms of Service
  • Account terminated due to abuse or prohibited activities
  • Change of mind after the 7-day refund period

How to Request a Refund

To request a refund, please follow these steps:

  1. Send an email to support@theloops.live with the subject line "Refund Request"
  2. Include your account email address, date of purchase, and reason for the refund request
  3. Our team will review your request and respond within 3-5 business days

If your refund is approved, it will be issued through the original payment method — back to the card via Monobank, via Cryptomus, or by reverse bank transfer — within 5-10 business days.

Unspent Balance

A Balance top-up is an advance payment for a service not yet delivered, and we treat it differently from a subscription that has been supplied.

  • You may ask for your unspent Balance back at any time. The 7-day and 14-day periods described above apply to subscription purchases; they do not limit a request to return an unspent Balance.
  • What is returned is the amount standing to your Balance when we process the request, and never more than you have actually paid us less what you have already used. Airtime already streamed and charged has been delivered and is not refundable. Credit we gave you for free — a trial, a promotion, or something we added by way of apology — is not returned as money.
  • How it is returned. To the payment method used for the top-up wherever possible. Where that method can no longer receive it — an expired card, a closed cryptocurrency invoice — we will agree an alternative with you.
  • How long it takes. We answer within 3-5 business days and pay within 5-10 business days of approving the request.
  • Currency. Where a top-up was paid in a currency other than US dollars, we return it in that same currency and at the rate that applied to that top-up — so you get back the money you actually paid, and movements in the exchange rate between your top-up and your refund are ours, not yours. Where the Balance was funded by more than one payment, we return against the most recent ones first, each at its own rate.
  • When we may decline. Where the top-up is the subject of a chargeback or a fraud investigation, or where the account has been terminated for activity prohibited by the Terms of Service. We will tell you which applies.

Cancellation

There is nothing to cancel. A subscription runs for the term you paid for and then stops. It does not renew on its own and no further payment is taken from you, so you do not need to cancel anything to avoid being charged again.

  • You keep full access to premium features until the term you paid for ends.
  • If you stop using the Service before then, the unused part of a subscription is not refunded — see the Refund Eligibility section above.
  • An unspent Balance is different and is returned whenever you ask; see "Unspent Balance" below.

Chargebacks

We encourage you to contact us before initiating a chargeback with your bank or payment provider. Chargebacks create additional costs and may result in your account being suspended.

If you are experiencing an issue, please reach out to our support team first and we will do our best to resolve it quickly.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page. The updated policy will apply to all purchases made after the effective date.

Contact Us

If you have any questions about our Refund Policy, please contact us: