This Refund Policy explains when refunds are available for Ember purchases, premium subscriptions, roses, super likes, and boosts, how store-processed refunds work on the Apple App Store and Google Play, and how to cancel so you're never charged for a period you don't want.
Effective Date: April 2026
1. General Policy
All purchases made through Ember Dating App. Including premium subscriptions, roses, boosts, and other in-app purchases. Are non-refundable except as required by applicable law, as described below.
2. Cooling-Off Period
California Residents: Under California Civil Code §1694, you have the right to cancel your subscription within 3 business days of your initial purchase for a full refund, regardless of reason. To exercise this right, contact us at refunds@emberdatingapp.org within the 3-day period.
New York Residents: Under New York General Business Law §394-c, you have the right to cancel within 3 days of your initial purchase for a full refund.
EU/EEA/UK Residents: Under the Consumer Rights Directive, you have a 14-day right of withdrawal from the date of purchase. However, if you expressly consent to immediate access to premium features and acknowledge that you lose your withdrawal right upon accessing the content, this right may be waived. If such consent was not properly obtained, you retain the full 14-day withdrawal right.
3. No Routine Refunds
Outside of legally mandated cooling-off periods, Ember does not offer routine refunds for: change of mind; dissatisfaction with matches or the dating experience; account suspension or termination due to Terms violations; unused portions of subscription periods; or failure to cancel before auto-renewal.
4. Exceptional Circumstances
In rare cases, Ember may, at its sole discretion, consider issuing a partial or full refund for: documented technical errors that prevented access to paid features; duplicate charges or billing errors; service outages lasting more than 72 consecutive hours during a paid period. Supporting documentation (screenshots, error messages, transaction IDs) is required.
5. App Store Purchases
If your purchase was made through the Apple App Store, Apple controls the refund process. You must request refunds directly from Apple at reportaproblem.apple.com. Ember cannot issue, approve, or deny refunds for App Store purchases. If your purchase was made through Google Play, you may request a refund within 48 hours through the Google Play Store. After 48 hours, contact us directly.
6. How to Cancel Your Subscription
You may cancel your subscription at any time to prevent future charges:
- iOS: Settings → Apple ID → Subscriptions → Ember → Cancel
- Android: Google Play Store → Subscriptions → Ember → Cancel
- In-App: Ember Settings → Premium → Cancel Subscription
Cancellation takes effect at the end of your current billing period. You will retain access to premium features until then. No partial refunds are issued for unused time remaining in a billing period.
7. Chargebacks and Billing Disputes
If you believe a charge is unauthorized or incorrect, please contact us at billing@emberdatingapp.org before filing a chargeback with your bank or credit card company. We will investigate and resolve legitimate billing errors promptly. Filing a chargeback without first contacting us may result in temporary suspension of your account pending resolution, but we will never permanently terminate an account solely for filing a good-faith billing dispute.
8. How to Request a Refund Review
To request a refund review, contact us within 14 days of the transaction:
- Email: refunds@emberdatingapp.org
- In-app: Settings → Contact Support → Billing
Include your account email, transaction date and amount, and a description of the issue. We will respond within 5 business days.
9. Modifications to This Policy
Ember reserves the right to update this Refund Policy. Changes will be posted in the app and take effect 30 days after posting. Changes do not apply retroactively to purchases made before the effective date.