Refund Policy

MSN supplies digital services and digital content: wallet credits, timed unlocks, subscriptions, pay-per-view or vault access, metered chat or appreciation sends, and related entitlements. Supply is electronic; statutory rights (including cooling-off or withdrawal rights where they apply) depend on what you purchased, whether supply has begun with your agreement, and the law of your place of residence.

Creators may set prices and offers; MSN and its payment partners collect amounts on agreed terms. This Policy describes how we approach refunds, credits, and disputes at the Platform level. Individual Creator commercial terms that comply with law remain subject to the Creator and Fan Agreement.

Credits represent a limited licence to redeem Platform features described at purchase or grant. Unless mandatory law provides otherwise, credits are not cash, are non-transferable outside permitted product flows, and may expire where stated at purchase or grant.

Credits are not refundable in cash once consumed. “Consumed” means your balance was debited for a completed transaction—such as a vault unlock, a metered message or appreciation send, or another feature that delivers its value at the moment of debit.

Promotional or bonus credits are discretionary and may be clawed back or voided if obtained fraudulently or in breach of the Terms or Acceptable Use Policy.

Subscriptions renew automatically until you cancel in billing settings or through the channel where you subscribed (for example Stripe Customer Portal or an app store), as applicable. You remain responsible for fees properly incurred before cancellation takes effect.

Except where the ACL or other mandatory law requires otherwise, we do not refund unused portions of a billing period after cancellation. If a documented Platform-side failure materially prevents access to what you paid for for a substantial period, contact Support; we may offer a credit or partial refund consistent with this Policy and the ACL.

Consistent with ACCC-style guidance on digital products and services, we are not required to provide a refund where you simply change your mind once digital content has been accessed or used, or a Digital Interaction (as defined in the Creator and Fan Agreement) has commenced—for example after you have opened or streamed paywalled media, redeemed credits for an unlock, or exchanged messages with an AI Twin in a metered session.

This does not affect any non-excludable ACL right, including remedies for major failures or other guarantees that cannot be excluded.

Where a paid action fails because of a server-side or Platform fault after a debit (for example a confirmed error or timeout, an unlock that did not register, or a metered send that did not complete), our systems are designed to automatically reconcile ledgers: we restore credits or complete delivery where technically possible, without double-charging you for the same entitlement.

Reconciliation may take a short processing window. If your balance still looks wrong after that, contact MSN Support with the transaction or request identifier, approximate time, and a short description; we will investigate and correct the ledger or offer a remedy consistent with this Policy and applicable law.

Routine maintenance, third-party network or banking outages outside our reasonable control, or problems caused by your device, VPN, or connectivity are not treated as Platform failures for automatic crediting. We do not warrant uninterrupted service.

Card payments are processed by Stripe (or successor providers we disclose at checkout). Refunds and charge adjustments must follow processor timelines and card-scheme rules; where a refund to the original payment method is not technically possible, we may offer a Platform credit or another lawful alternative.

We coordinate with Creators and processors where MSN acts as billing agent. You agree to provide accurate billing details and to respond to reasonable verification requests related to fraud prevention.

If you believe a charge is unauthorised, duplicated, or incorrect, you must contact MSN Support first with dates, amounts, and any order or invoice identifiers, and allow a reasonable time for us to investigate and correct ledger or payment errors in good faith.

Initiating a chargeback or card-network dispute without first contacting Support—particularly where digital content or credits have already been supplied or accessed—undermines good-faith resolution and may be treated as an abusive or meritless dispute. In serious or repeated cases, we may apply a zero-tolerance policy and permanently ban the account, in addition to pursuing lawful recovery of amounts wrongly reversed. This statement does not limit any ACL remedy you are entitled to for a qualifying failure of our services.

Where mandatory law grants a right to withdraw from a distance contract for digital content that has not yet been supplied (or has not been supplied with your prior express consent and acknowledgement that you lose the right once supply begins), you may request cancellation of a recent credit purchase within any statutory period that applies, provided no credits from that purchase have been consumed.

Email or message Support within that period with your account email, order ID, and a clear request to cancel the specific purchase. We will verify ledger state. If approved, refunds follow the “Stripe” section above; if any part of the bundle was consumed, we will apply the law that applies to you.

If a widespread outage on our side prevents access to paid features for an extended period, we may issue account credits or partial refunds at our discretion and consistent with the ACL. Isolated connectivity or device issues on your side are not grounds for refund.

For ACL major failures, the remedies in Section 1 apply. When in doubt, contact Support with evidence of the failure and timing.

For refund requests, billing corrections, or ACL-related concerns, use the in-product Support path (or the contact method shown in the app or on our website). Include your account email, order or subscription identifiers, and a concise description of what went wrong. We aim to respond within reasonable commercial timeframes; complex cases may require longer investigation.

We may update this Policy for product, pricing, processor, or legal reasons. Material changes will be communicated as required by law. The “Last updated” date on this page shows the latest revision.