Luvio - Refund & Cancellation Policy

Last updated: 11 February 2026

This Refund and Cancellation Policy explains how refunds and cancellations work for purchases made on the Luvio platform. This policy applies to users located in the United Kingdom and should be read together with the Luvio Terms of Use.

This policy is adapted from the structure of common in-app refund procedures used by major platforms and reflects how refunds are handled depending on the payment channel used.

1. General principle

Most purchases made on Luvio are non-refundable. However, certain refunds may be available depending on:

• how the purchase was made;
• the type of product purchased; and
• your statutory rights under UK consumer law.

Nothing in this policy limits your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

2. Right to cancel - UK consumers

If you are a consumer resident in the United Kingdom and you purchase a subscription, you have the legal right to cancel your subscription within 14 days from the date the subscription starts.

If you request immediate access to digital services during this 14-day period, you acknowledge that you may lose your right to cancel once the service has been fully performed.

If you cancel within the statutory cancellation period, any eligible refund will be issued using the same payment method used for the original transaction.

3. Purchases made directly with Luvio (web, card, PayPal and supported direct payments)

If you purchased a subscription or digital item directly from Luvio using a credit or debit card, PayPal or another supported direct payment method, Luvio may handle your refund request directly.

To submit a refund request, you must:

• contact us using the same email address associated with your Luvio account;
• include your order reference number;
• describe the reason for your request.

We may request additional information in order to verify your purchase.

Refunds are reviewed individually and are not guaranteed unless required by law.

4. Purchases made through Apple App Store

If your purchase was made through Apple's App Store, Apple is solely responsible for billing, cancellations and refunds.

Luvio does not have access to Apple's billing systems and cannot issue refunds for App Store transactions.

You must request your refund directly from Apple through your Apple ID account or Apple Support.

Apple reviews all refund requests in accordance with its own refund policy and at its sole discretion.

5. Purchases made through Google Play

If your purchase was made through Google Play, Google is solely responsible for billing, cancellations and refunds.

Luvio cannot process or approve refunds for Google Play transactions.

You must submit your refund request directly through your Google Play account or Google support services.

All refund decisions are made by Google in accordance with its own policies.

6. Subscriptions

Subscriptions automatically renew unless cancelled before the renewal date.

You are responsible for managing your subscription and cancellation through the same platform that you used to subscribe.

Cancelling a subscription stops future charges but does not automatically trigger a refund for the current billing period, except where required by law.

After cancellation, your subscription benefits will remain available until the end of the current billing cycle.

7. Virtual items and consumable features

Virtual items (such as boosts, credits, gifts or similar digital features):

• have no real-world monetary value;
• are non-transferable;
• are non-refundable once delivered, except where required by law.

Unused virtual items are not refunded when your account is closed, suspended or terminated.

8. When refunds are normally not granted

Unless required by law, refunds are generally not granted for:

• partially used subscription periods;
• accidental purchases;
• dissatisfaction with matches or interactions;
• account bans or enforcement actions resulting from breaches of the Terms of Use;
• unused or expired virtual items.

9. Refund processing time

Where a refund is approved and processed by Luvio, it is normally issued within 5-10 business days.

The time required for the refunded amount to appear in your account depends on your payment provider.

Refunds processed by Apple or Google are subject to their own timelines.

10. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute without first contacting Luvio, we may suspend or restrict your account while the dispute is investigated.

If a chargeback is resolved in Luvio's favour, your account access may remain restricted until outstanding balances are settled.

11. How to contact us about refunds

For purchases made directly with Luvio, you may contact us at:

support@luvio.com

Please include:

• your registered email address;
• your order reference number;
• the date of purchase;
• the product purchased.

12. Changes to this policy

We may update this Refund and Cancellation Policy from time to time. The latest version will always be available within the Luvio platform.

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