Refund Policy

Current availability and sandbox testing

Real money purchases and creator payouts have not launched. Restricted owner sandbox checkout and payout tools use simulated payments. Sandbox points and earnings are separate from the app wallet, have no cash value, and cannot be redeemed or paid out as real money. A test receipt or test payout does not represent a real charge or deposit.

Viewer participation rewards are distinct from purchased points and creator earnings. They do not create a cash balance or promise of payment.

Unexpected, unauthorized, or incorrect charges

If you believe you were charged by Merq, or a future purchase is unauthorized, duplicated, not delivered, or billed incorrectly, contact support@merqapp.com with the date, amount, merchant name, and transaction reference. Do not send a full card number, security code, password, or bank credentials. We will investigate and explain the available resolution. Signed in users can also submit a payment or refund problem through Report a Problem; this starts a manual review and does not itself confirm a refund. There is no real purchase to refund for a simulated sandbox transaction.

Purchased points and gifts before live launch

Before enabling real point purchases, Merq will present the price, applicable taxes, delivery terms, and specific refund and cancellation rules for that purchase channel. No blanket rule making all point purchases or gifts nonrefundable is established by this policy. Any applicable statutory refund or cancellation rights remain available.

A point purchase, spending those points on a gift, and a creator payout are separate events. Sending a gift does not guarantee immediate cash earnings or a bank deposit for the creator. If funding is refunded, disputed, or suspected to be invalid, affected points, gift records, and associated unpaid earnings can be placed under review while Merq determines the correct adjustment. We will not treat a disputed amount as ready for payout simply because a gift appeared on screen. Refund loss allocation and any recovery of already paid earnings require a documented review and the applicable accepted terms; Merq does not automatically claw back already paid creator earnings or deduct them from future earnings. This policy does not authorize an automatic debit from a creator's bank account.

Purchase channel and refund handling

For a future website purchase processed by Stripe, contact Merq for support. If a refund is approved, it is submitted through the original payment provider to the original payment method; provider and bank processing times vary. Submitting a request is not confirmation that a refund has completed.

If a purchase is billed by Apple or another app store, use that store's refund process, subject to applicable law. A website checkout offering Apple Pay is a website payment, not an App Store purchase. Merq support can help identify the purchase channel.

Creator earnings and account closure

Creator earnings, reviews, payout minimums, and scheduling are described in the Creator Earnings Terms. A payout delay or a balance below the payout minimum is not a purchase refund. Contact support about disputed earnings or an account closure with a positive finalized balance. Closing an account does not by itself forfeit finalized unpaid earnings, subject to legitimate adjustments, legal obligations, and resolution of financial holds.