Refund Policy

Last updated 29 July 2026

This Refund Policy explains when VirtuAI may issue refunds for subscriptions, Gem packages, and other paid VirtuGF benefits. It supplements the Terms of Use and does not restrict rights that cannot lawfully be excluded.

1. Initial subscriptions and other non-Gem purchases

You may ask us to review a discretionary refund request within 24 hours of the initial subscription charge or other non-Gem purchase. Submitting a request does not guarantee a refund.

A discretionary refund will not normally be available once more than 20% of the Gems included or credited with the purchase have been used, or once another substantial paid benefit has been consumed. Mandatory legal rights remain unaffected.

2. Gem packages

A refund for a separately purchased Gem package may be requested within 24 hours of purchase only if all Gems from that package remain unused. Once any of the purchased Gems have been used, no discretionary refund is available, without limiting mandatory legal rights.

3. Duplicate, unauthorised, or failed transactions

Duplicate charges, unauthorised transactions, and payments affected by a technical failure are reviewed individually. Contact us promptly with the transaction date, amount, payment reference, and a description of the issue. We may request information reasonably needed to verify the claim and account activity.

4. Statutory withdrawal and consumer rights

Nothing in this policy limits mandatory consumer rights or statutory withdrawal rights that apply in the European Union, United Kingdom, Germany, or another jurisdiction. Where you request that a service begin during a statutory withdrawal period, we may, where legally permitted, deduct a proportionate amount for the service supplied before withdrawal. Rules for digital content and any required consent or acknowledgement remain governed by applicable law.

5. Subscription cancellation and renewals

Cancelling automatic renewal is prospective: access continues through the current paid term and cancellation prevents the next renewal charge. Cancellation does not itself refund the current paid term. The cancellation steps are described in the Terms of Use.

6. Situations without a discretionary refund

Except where mandatory law requires otherwise, we do not provide discretionary refunds when access is restricted or terminated for a breach of the Terms of Use or other policies, or because a non-core feature, model, character, content selection, or presentation changes while the core paid service remains available.

7. Refund method and timing

Approved refunds are returned to the original payment method. The time needed for the credit to appear is controlled by the payment provider or financial institution. We do not issue a refund to a different payment method unless required by law or technically necessary through the original provider.

8. How to request a review

Contact contact@virtugf.com or @VirtuAISupport. Include the Telegram account associated with the purchase, transaction date, amount, payment reference if available, the reason for the request, and relevant supporting information. Do not send full card details or passwords.