Refund Request Help Page

Effective Date: 2026

Last Updated: 2026

This Refund Request Help Page explains how users may contact Playflick™ Media .ltd to request help with refunds, payment issues, billing mistakes, duplicate charges, unauthorised purchases, subscription issues, paid video access problems, rental issues, wallet credit issues, advertising spend issues, and other payment-related concerns on Playflick.com.

This page should be read together with our Refund Policy, Payments & Billing Terms, Paid Content Terms, Subscriptions Terms, Wallet & Credits Terms, Creator Monetisation Terms, Creator Payout Policy, Advertising Policy, Account Recovery Policy, Platform Availability & Service Changes Policy, and Terms of Service.

1. Who We Are

Operator: Playflick™ Media .ltd

Website: https://playflick.com

Business Address:
41 Norman Avenue
London
N22 5ES
United Kingdom

Billing Contact Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

2. Purpose of This Page

This page helps users submit refund and billing requests clearly so Playflick can review the issue faster.

This page does not replace the Refund Policy. The Refund Policy explains when refunds may or may not be available. This page explains how to ask for help.

3. When You May Contact Us About a Refund

You may contact Playflick about a refund or billing issue if you believe there has been a problem with:

• A duplicate charge
• An unauthorised payment
• A failed purchase where money was still taken
• A paid video you could not access
• A video rental that did not work
• A subscription charge you do not recognise
• A cancellation issue
• A wallet credit issue
• An advertising charge issue
• A technical issue that prevented access to purchased content
• A billing amount that appears incorrect
• A charge connected to a compromised account

4. Refunds Are Not Always Available

Submitting a refund request does not guarantee that a refund will be approved.

Refund availability may depend on:

• The type of purchase
• Whether the content was accessed or consumed
• The time since purchase
• The payment provider’s rules
• The creator’s paid content settings
• Subscription renewal terms
• Rental expiry periods
• Wallet credit rules
• Advertising campaign delivery
• Refund abuse or chargeback history
• Applicable law

Playflick may refuse refund requests that are abusive, fraudulent, unsupported, outside the applicable period, or not eligible under the Refund Policy.

5. How to Submit a Refund Request

To request a refund review, contact Playflick:

Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

Please include enough information for us to find the payment and understand the issue.

Do not send passwords, full payment card numbers, bank passwords, login codes, or unnecessary sensitive information.

6. Refund Request Template

7. Information That Helps Us Review Requests

When contacting Playflick, useful information may include:

• Your Playflick account email
• Your username or channel name
• The date and amount of the payment
• The currency used
• The payment provider used
• The transaction or invoice reference
• The URL of the video, subscription, rental, wallet top-up, ad campaign, or feature involved
• A clear explanation of the problem
• Screenshots of errors or receipts where useful

Please do not send full card numbers, passwords, bank login details, or one-time security codes.

8. Duplicate Charges

If you believe you were charged more than once for the same item, contact us with the dates, amounts, payment method, and any receipt or transaction references.

Playflick may review the payment records and may refer the matter to the payment provider where needed.

9. Unauthorised Payments

If you believe a payment was made without your permission, contact Playflick as soon as possible.

You should also secure your account by changing your password, checking your email security, reviewing active sessions where available, and contacting your payment provider where appropriate.

If the unauthorised payment may be connected to a compromised Playflick account, please also review our Account Recovery Policy.

10. Paid Video or Rental Access Problems

If you paid for a video, movie, rental, or other paid content and could not access it, please contact us with:

• The content URL
• The purchase or rental date
• The amount paid
• The device and browser used
• Any error message shown
• Whether the issue continued after refreshing, logging in again, or trying another supported browser

Playflick may review whether the issue was caused by account status, payment status, rental expiry, creator settings, content removal, regional restrictions, technical problems, or policy enforcement.

11. Subscription Refund Questions

Subscription refund requests may depend on the subscription terms, renewal date, cancellation timing, access history, payment provider rules, and applicable law.

If you want to stop future charges, you should cancel the subscription using the available account or billing tools where possible.

Cancelling a subscription may stop future renewals, but it may not automatically refund previous charges.

12. Wallet Credit Issues

Wallet credits, ad credits, promotional credits, or platform credits may have special restrictions.

Wallet credit issues may include:

• Credit not appearing after payment
• Incorrect wallet balance
• Duplicate wallet top-up
• Expired promotional credit
• Wallet credit used on an ad, paid video, subscription, or other feature
• Suspicious wallet activity

Wallet credits may not always be refundable or transferable. Please review our Wallet & Credits Terms.

13. Advertising Charge Issues

Advertising spend and campaign charges may depend on campaign delivery, budget settings, ad review status, targeting, impressions, clicks, invalid traffic filtering, and payment-provider rules.

If you believe an advertising charge is incorrect, please include:

• The advertiser account or campaign name
• The campaign date range
• The amount charged
• The issue being reported
• Any screenshots or campaign references

Playflick does not guarantee advertising results, sales, views, subscribers, clicks, conversions, or revenue.

14. Refunds Involving Removed Content

If paid content is removed because of policy violations, copyright complaints, creator deletion, account suspension, or legal reasons, refund availability may depend on the circumstances.

Playflick may consider:

• Whether the content was accessed
• How long the content was available
• Why the content was removed
• Whether the creator or buyer violated Playflick policies
• Payment-provider rules
• Applicable law

15. Chargebacks and Payment Disputes

If you dispute a payment directly with your bank, card provider, or payment provider, this may create a chargeback or payment dispute.

Chargebacks may affect:

• Account access
• Paid content access
• Subscription access
• Wallet balances
• Advertising campaigns
• Creator earnings
• Future payment eligibility

Playflick may provide information to payment providers as part of chargeback or dispute handling.

16. Refund Abuse

Playflick may restrict refunds, paid features, wallet features, subscriptions, advertising tools, or accounts where refund abuse is suspected.

Refund abuse may include:

• Repeatedly buying and refunding content after viewing it
• False unauthorised payment claims
• Chargeback abuse
• Using multiple accounts to bypass refund limits
• Claiming technical issues without evidence where access was used
• Using refunds to avoid paying creators, advertisers, or Playflick

17. Response Times

Playflick aims to review refund and billing requests within a reasonable time.

Response times may depend on:

• The complexity of the request
• Whether payment-provider review is required
• Whether the request involves fraud or unauthorised payment
• Whether creator content or advertising records must be reviewed
• Whether additional information is needed from you
• Whether the request involves a chargeback or dispute

18. Approved Refunds

If a refund is approved, the refund may be returned through the original payment method where possible or through another method allowed by Playflick or the payment provider.

Refund processing times may depend on banks, card networks, payment providers, wallet providers, and other third parties outside Playflick’s control.

Fees, currency conversion, taxes, payment-provider charges, or third-party deductions may affect the final amount returned where applicable.

19. Refused Refunds

If a refund request is refused, Playflick may explain the general reason where appropriate.

Playflick may refuse a refund where:

• The purchase is not eligible under the Refund Policy
• The content was accessed or consumed
• The rental period expired
• The subscription renewal was valid
• The wallet credit was used or non-refundable
• The advertising campaign delivered as configured
• The issue was caused by user error or unsupported use
• Refund abuse or fraud is suspected
• The request is unsupported, late, incomplete, or unverifiable

20. Privacy and Billing Records

Playflick may process billing information, transaction records, refund requests, support messages, wallet records, subscription records, ad spend records, paid content records, chargeback records, and payment-provider information to review refund requests.

Billing and refund records may be retained for legal compliance, tax, accounting, payment disputes, fraud prevention, creator payout calculations, chargebacks, audits, and platform integrity.

More information is available in our Privacy Policy and Data Retention Policy.

21. Changes to This Page

We may update this Refund Request Help Page from time to time.

Changes may reflect new payment features, subscription tools, wallet systems, paid content features, advertising tools, refund processes, payment-provider requirements, legal requirements, or platform updates.

Your continued use of Playflick after changes become effective means you acknowledge the updated page.

22. Contact Us

For refund requests, billing issues, duplicate charges, unauthorised payments, paid content access problems, wallet issues, subscription issues, or advertising charge questions, contact:

Playflick™ Media .ltd
41 Norman Avenue
London
N22 5ES
United Kingdom

Billing Contact Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us
Website: https://playflick.com

23. Footer Notice

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Playflick™ is a trademark of Playflick™ Media .ltd.