Coins & Refund Policy

How coins work

Coins are Aura Live's in-app virtual currency. You buy coins to send animated gifts and tips to hosts during their live streams. Coins have no monetary value outside the Application and, for hosts, no value until an approved cash-out is processed.

Purchases

All coin purchases are processed exclusively through Apple In-App Purchase or Google Play Billing. We never see or store your card or bank details. The price shown at checkout, in your local currency and inclusive of any applicable taxes, is the amount charged by Apple or Google.

Refunds

Because purchases are handled by the app stores, Apple's and Google's payment terms and refund policies govern all refund matters. We cannot issue direct refunds for coin purchases. To request a refund for a coin purchase, please file the request with the store you bought from:

• Apple App Store: visit reportaproblem.apple.com and sign in with your Apple ID.
• Google Play: use the Google Play Store order history or play.google.com/store/account.

Nothing in this policy limits any statutory refund or withdrawal rights you may have under applicable consumer protection law that cannot be lawfully excluded.

Gifts & tips are final

Coins spent on gifts or tips sent to hosts are final and non-refundable once sent, except where required by law. Please make sure you intend to send a gift before confirming it.

Chargebacks

If a coin purchase is charged back through Apple, Google or a card issuer, we may deduct the corresponding coins (including any coins already spent on gifts or tips) from any user's balance and, where necessary, suspend the account involved.

Host earnings & cash-outs

Hosts accumulate coins from the gifts and tips they receive. Cash-outs are subject to:

• A minimum cash-out threshold.
• Identity verification (KYC) and applicable tax reporting.
• A fraud-review period of up to 30 days before funds are released.

Hosts who cash out are responsible for any income, VAT or other tax obligations in their jurisdiction. We may collect tax information and issue tax forms where required.

Expiry & inactivity

Coins are not transferable between users outside the gift and tip features, are not redeemable for cash except through the cash-out process, and expire if your account is inactive for 24 consecutive months.

Questions

For any questions about coins, gifts, tips or cash-outs, contact us at support@auralive.me. For refunds of a specific purchase, please contact Apple or Google as described above.