Refund Policy

Last updated: June 19, 2026

1. Introduction

This Refund Policy ("Policy") sets out the conditions applicable to payments for paid services on H2O ("H2O", "we", or "us").

By purchasing or using paid service packages on H2O, you confirm that you have read, understood, and agree to this Refund Policy.

2. Scope of Application

This Policy applies to:

Premium packages.
VIP packages.
Other paid membership packages.
Paid premium features.
Digital services provided on the H2O platform.

3. Nature of the Service

Payments on H2O are fees to access additional platform features and benefits.

Users do not pay to receive:

Successful dating outcomes.
A specific number of matches.
A specific number of messages.
A specific number of likes.
A specific number of profile views.
Any other personal outcomes.

H2O does not guarantee or commit to the outcomes listed above.

4. Non-Refundable Cases

Unless otherwise required by law, H2O does not issue refunds in the following cases:

4.1 Service Already Used

The user has:

Activated a Premium package.
Activated a VIP package.
Accessed or used paid features.

4.2 Change of Personal Preference

Including but not limited to:

No longer needing the service.
Changing your mind after purchase.
Disliking the interface or features.
Not finding a suitable match.
Not receiving as much engagement as expected.
Not achieving expected results.

4.3 Terms Violations

No refund if the account is actioned due to:

Violating the Terms of Service.
Violating the Community Guidelines.
Spam.
Fraud.
Harassment.
Impersonation.
Posting violating content.
System exploitation.

4.4 User Payment Errors

Including:

Selecting the wrong service package.
Selecting the wrong billing period.
Entering incorrect information.
Unintentional duplicate purchases due to user-side errors.

4.5 Valid Account Suspension

If the account is:

Temporarily suspended.
Permanently suspended.
Access restricted.

due to violations of H2O policies, all fees paid will not be refunded.

5. Cases That May Be Considered for Refund

H2O may consider refunds in the following cases:

5.1 Duplicate Payment

The user was charged multiple times for the same transaction due to a system error.

5.2 Serious Technical Error

A paid service could not be activated or used due to a system error entirely on H2O's side, and H2O cannot resolve it within a reasonable time.

5.3 Unauthorized Transaction

There is reasonable evidence that the transaction was unauthorized or resulted from fraud not attributable to the account owner.

H2O may require verification before processing.

6. Refund Request Process

Users may submit a refund request by contacting:

Email: [email protected]

Support email: [email protected]

Required information:

Account ID.
Registered email.
Transaction time.
Transaction ID.
Request details.
Supporting evidence (if any).

H2O may request additional information for verification.

7. Processing Time

After receiving all required information:

H2O will review the request within a reasonable time.
Refund decisions are at H2O's discretion within the limits permitted by law.
The time for funds to be returned depends on the relevant payment provider or bank.

8. Auto-Renewal Cancellation

If the service supports auto-renewal:

Users may cancel renewal at any time before the next billing period.
Canceling renewal does not entitle the user to a refund for the remaining period of the current package.

After canceling auto-renewal: