Refund and Withdrawal Policy

When a refund may be available

• Duplicate or incorrect charge.
• Unauthorized payment, subject to reasonable verification.
• Credits were not delivered because of a confirmed technical failure.
• A billing or payment-processing mistake.
• A statutory withdrawal or refund right required by applicable consumer law.

Automatic credit returns

For new introductions, either participant can use one credit to open both profiles and chat. The recipient has 48 hours from opening to send a message. If the recipient ends or blocks the connection before messaging, or sends no message before the deadline, the credit returns without expiry. If the person who used the credit ends the connection, it is not returned. Once the recipient sends a message, the credit is permanently used and ending or blocking does not return it. Reading alone is not a reply. Returned starter credits retain their Iran-only restrictions. A credit return is not a cash refund.

Model withdrawal notice

To: Janodel, support@janodel.com. I hereby notify you that I withdraw from my contract for the following service: Janodel credit purchase [purchase reference]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature only if submitted on paper. You may use this wording but are not required to use this form.

What is normally not refundable

Janodel does not offer discretionary refunds merely because you dislike the service, change your mind, stop using the app, do not receive a desired match, or have already used the purchased credits. This does not remove any mandatory consumer rights that apply to you.

EU/EEA consumer rights

Consumers generally have a 14-day statutory withdrawal period for distance service contracts, starting when the contract is concluded. Credit use alone does not waive that right. We assess any permitted proportionate charge only where the law and the required information and express request allow it.

A request for early service performance is separate from agreement to the Terms and does not by itself waive all withdrawal rights. Statutory remedies for missing credits or a non-conforming service remain available. If required withdrawal information was not provided, an extended period may apply.

How to request

To withdraw, notify us with a clear statement identifying the purchase; no reason is required for statutory withdrawal. Use the online withdrawal option linked below or email support@janodel.com with the account email, purchase date and reference. Do not send full card or bank details.

Approved cash refunds are processed through the original payment method, subject to statutory deadlines. Bank processing times may vary. Promotional credits are not purchased cash value; account deletion or credit expiry does not remove mandatory consumer rights. Contact us about unused purchased credits before deleting your account.