Refund policy

1. How purchases work

Credit packs and Plus are bought with Telegram Stars. You pay in our payment bot in Telegram, and Telegram handles the payment. Credits and Plus are added to your account immediately after payment.

2. When we refund

We will refund a purchase in these cases:

• you were charged but did not receive the credits or the plan;
• you were charged more than once for the same order;
• the service was unavailable and you could not use what you bought;
• a refund is required by law.

3. Consumers in the EU, Germany and France

If you are a consumer in the European Union, you normally have a 14-day right of withdrawal for distance contracts. For digital content that is supplied immediately, this right expires once we have started to supply it, if you expressly agreed to immediate supply and acknowledged that you lose your right of withdrawal (Article 16(m) of Directive 2011/83/EU).

In Germany this follows from § 356 (5) BGB, and in France from article L221-28 of the Code de la consommation. By completing a purchase of credits or Plus, you request immediate delivery and acknowledge that your right of withdrawal ends when delivery begins.

This does not affect your statutory rights, including your rights if a digital product is defective.

4. Credits you already used

Credits that you have already spent on gifts, photo unlocks or messages cannot be refunded, except where the law requires it. Unused credits from a purchase can be refunded in the cases listed above.

5. How to ask for a refund

Open our payment bot in Telegram and send /paysupport. Tell us what you bought, when, and what went wrong. We aim to answer within a few business days. If we approve a refund, the Stars are returned to you through Telegram.

6. Stars bought from Apple or Google

If you bought Stars through the Apple App Store or Google Play, refunds for the Stars themselves are governed by those stores and by Telegram. We can only refund what you spent in Nyxhora.