Refund & Dispute Policy

Last updated: 20 October 2026 · Version 1.2 (replaces the version of 3 October 2026) Effective: immediately for new sign-ups; for existing accounts, on 1 December 2026, or as soon as you accept the Terms of Service 2.3 if earlier.

1. What you can buy from Hahoowa

Hahoowa sells its own digital services to the people who use it. No card payment is offered: you pay Hahoowa only through an in-app purchase in the mobile app (App Store or Google Play), or with the balance bought that way. The balance can be spent in the app and on the website alike.

Prices are always shown to you, in money and in your own currency, before you confirm: by the store for an in-app purchase, by Hahoowa for a balance spend. Buying balance and any balance spend are reserved for people aged 18 or over.

2. What Hahoowa does NOT charge for

Hahoowa is a listings board. Sales between users do not go through Hahoowa.

• We take 0% commission on what users sell to each other. The only exception, chosen by the seller: the co-selling commission they agree to pay, from their balance, to the creator who presents their product in a live (Terms of Service, Art. 3.9); Hahoowa keeps none of it.
• We do not process payments from buyer to seller, and we never hold their funds. The balance is never used to pay for an item.
• We do not ship, deliver or guarantee any item listed by a user.

Buyers and sellers agree directly between themselves on payment and delivery. A dispute about a listed item is a matter between those two people; it is not a Hahoowa transaction and cannot give rise to a refund from us. When a listing breaks our rules, report it — we moderate content, which is a remedy separate from a refund.

3. In-app purchases: refunds and withdrawal

An in-app purchase is collected by Apple or by Google. Refunding the money paid is therefore a matter for the store, under its rules:

• App Store: request it at reportaproblem.apple.com;
• Google Play: request it from your Google Play order history; you can also write to us, and we request the refund ourselves from our Google Play console.

Right of withdrawal on the balance. If you are a consumer, you may withdraw from the purchase of a balance pack as long as you have not used any of it: within 14 days of the purchase if you reside in the European Union, within 7 days if you reside in Morocco. The request is made to the store, as above.

When a store refunds a pack, its value is removed from your balance. Your balance may then become negative: this is a debt, which blocks your spending until your next top-up. The shares that this pack had paid to creators are clawed back from them.

A Pro or Vitrine Pro subscription is cancelled in the App Store or Google Play subscription management; the app's "Manage my subscription" button takes you there. We cannot cancel it for you. Access continues until the end of the period already paid, then the subscription stops. Deleting your account does not cancel a store subscription: cancel it first.

4. Services paid with the balance

These services are supplied immediately. Before your first spend of the balance on any of them, the app or the website asks you to tick the sentence "I want the service to be supplied right away and I understand that I lose my right of withdrawal once it has been supplied." (the box is not pre-ticked). This confirmation is asked only once for your account, not at each purchase; it is recorded, applies to your later spends on these services and is asked again if its text changes (Terms of Service, Art. 3.4). It does not affect the right of withdrawal on an unused balance pack (§ 3).

We credit your balance back when the service was not supplied:

• a gift charged but never shown, a promotion never applied, a boost never served;
• a double charge for the same service;
• an AI video whose rendering failed, or an ordered video that was cancelled;
• any service made unavailable by a failure on our side.

Super-chats. A super-chat rejected by our automated moderation, which analyses it just after it is published, is removed and credited back. A super-chat later removed by the Hahoowa team because it breaks the Community Guidelines is not refunded; the decision is reasoned and can be challenged (Terms of Service, Art. 3.6.2).

Advertising budget and sponsoring. At your request, at any time, the campaign is stopped and the unused part of its budget is credited back to your balance.

We do not credit back a service supplied as described — a gift shown, a super-chat highlighted, a promotion or boost that ran for its whole period, a budget already spent on real impressions, a subscription period you had access to. The consumer protection rights in force in your country continue to apply and always take precedence over this paragraph.

5. Unspent balance

The balance is not convertible into money and Hahoowa does not refund it in cash, except:

• upon the permanent discontinuation of the Service or of the services paid with the balance, by our decision: the unspent part of the purchased balance is refunded to you;
• where the mandatory law of your country of residence requires it.

When you delete your account, the unspent part of your balance is lost; the deletion screen shows its amount and asks you to tick that you accept losing it, and this acceptance is recorded. Use it first, or exercise your right of withdrawal if it is still running (§ 3). An account closed because it is held by a minor does not lose its purchases: support helps get them refunded by the store (Terms of Service, Art. 4.2). A suspension or a ban does not make your balance disappear, except the part linked to established fraud (Terms of Service, Art. 3.5).

6. Creator earnings

A creator's earnings are not refundable: they are sums Hahoowa owes the creator and pays out by bank transfer (Terms of Service, Arts. 3.7 and 3.8). When a purchase that funded an earning is refunded by a store, the creator's share it funded is clawed back; it is returned if the refund is reversed.

7. Unrecognized payments

If you do not recognize a purchase, contact us first at support@hahoowa.app: we can usually identify it. An in-app purchase can only be refunded by the store that collected it (§ 3). When the store asks us, we reply with the evidence we have: the account history, the time stamp of the balance delivery, and the performance logs of the service concerned.

8. Contact

support@hahoowa.app — refunds, balance, subscriptions. We reply within 2 business days.

See also our Terms of Service and our Privacy Policy.