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Refund and Cancellation Policy

Last updated 5 October 2026 Version 1.0

The short version

  • Coins and VIP are bought through Apple or Google. Refunds are decided by them under their own processes — we show you how below.
  • If a coin purchase is refunded, the coins from it are removed from your balance.
  • Coins you have already spent on episodes or chat are not refundable, except where the law requires.
  • Cancel VIP any time in Profile → VIP → Cancel VIP (it opens your store). You keep VIP until the end of the period you paid for. Deleting the app or your account does not cancel VIP.
  • If something went wrong — coins didn’t arrive, you were charged twice, an episode won’t play — contact us and we will fix it.
  • We do not take payments on the web yet.
  • Your rights under consumer law always apply.

1. Who handles your payment

All purchases in the Turtle FM apps — coin packs and VIP subscriptions — are processed by the Apple App Store or Google Play. They charge you, issue the receipt and decide most refund requests. We never see your card, bank or UPI details.

2. How to ask for a refund

Bought on iPhone or iPad (Apple)

Apple handles all refunds for App Store purchases; we cannot issue them ourselves.

  1. Go to reportaproblem.apple.com and sign in with your Apple ID, or find the purchase in your Apple purchase history.
  2. Choose Request a refund, pick the reason, and select the Turtle FM purchase.
  3. Apple will tell you its decision, usually within a few days.

Bought on Android (Google Play)

  1. Go to play.google.com → Payments & subscriptions → Budget & history (or your Google Play order history) and find the Turtle FM purchase.
  2. Choose Request a refund or Report a problem. Google may decide quickly for recent purchases.
  3. If Google directs you to the developer, or the purchase is older, email us at contact@turtletechsai.com with your Google Play order number (it starts with “GPA.”). We can issue refunds for Google Play purchases through Google in appropriate cases.

3. What happens to your coins when a purchase is refunded

When Apple or Google tells us a coin purchase has been refunded, we automatically remove the coins from that purchase — the paid coins and any bonus coins that came with it — from your balance. Your balance never goes below zero.

If you had already spent some of those coins, the episodes you unlocked stay unlocked, but we may review the account. Repeated refunds of coins that have already been used may be treated as abuse under the Terms of Use, and we may restrict the account.

Coins from a purchase that was not refunded are not affected.

4. Spent coins

Coins you have spent to unlock episodes or send chat messages are not refundable, because you have received what you spent them on — except where the law requires otherwise or where we made a mistake. Examples where we will put things right:

  • you were charged coins twice for the same episode or message (our system is built to prevent this, but tell us if you see it);
  • an episode you unlocked will not play because of a fault on our side that we cannot fix;
  • coins were spent because of a bug.

In these cases we return the coins to your balance, or arrange a refund through the store if the law requires.

Chat messages are charged only when the character replies. If a message is blocked by moderation, or the app shows help resources instead of a reply, no coins are charged.

5. Unused coins

Coins never expire, so you never lose them by waiting. Unused coins:

  • are not refundable for cash except where the store refunds the purchase or the law requires;
  • are forfeited if you delete your account — the app warns you and shows your balance before you confirm;
  • cannot be transferred to another account.

6. Episodes and content that are removed

Sometimes we have to remove a series or episode — for example after a court or government order, a valid legal complaint, or the end of a licence (see Terms of Use, section 14). When that happens, the episode disappears from the catalogue and from your downloads, even if you unlocked it.

We do not return coins spent on episodes that are later removed, except where the law requires a refund. If a removed episode comes back, it is unlocked again on your account at no cost.

7. VIP subscription — cancellation

  • Cancel any time: in the app, Profile → VIP → Cancel VIP opens your store’s subscription page. Or go directly to your Apple ID → Subscriptions on iOS, or Google Play → Payments & subscriptions → Subscriptions on Android.
  • Cancel at least 24 hours before the current period ends to avoid being charged for the next one (store rules).
  • After cancelling, you keep VIP until the end of the period you paid for. The app shows the end date. VIP then stops and will not renew.
  • Deleting the app or your Turtle FM account does not cancel your subscription. Cancel it in your store first.
  • We do not give partial refunds for the unused part of a period, unless the store’s policy or the law requires it. You can still ask Apple or Google for a refund as described in section 2.
  • If a VIP payment is refunded, VIP ends immediately. Bonus coins already granted under VIP are not removed.

8. Problems with a purchase

Contact us at contact@turtletechsai.com if:

  • coins or VIP did not arrive after you paid (please include the store receipt or order number);
  • you were charged more than once;
  • something else went wrong with a purchase.

You can also use Profile → Help and report a problem in the app. We aim to reply within 2 business days.

9. Your rights under consumer law

This policy does not limit any rights you have under the law where you live. In particular:

  • India: your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 apply. You can raise a complaint with our Grievance Officer (see Grievance Redressal), contact the National Consumer Helpline (1915), or file a complaint with a Consumer Commission, including online through e-Daakhil.
  • UK: under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a contract for digital content. When you buy coins or VIP, you ask for the content to be supplied immediately and acknowledge that you lose this right to cancel once supply begins. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described; if it is not, you may be entitled to a repair, replacement or price reduction.
  • EU/EEA: you have similar rights under the Consumer Rights Directive and the Digital Content Directive as implemented in your country. Apple’s and Google’s EU withdrawal processes apply.
  • Australia: our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service you are entitled to cancel and get a refund for the unused portion, or compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
  • Canada and the US: you may have additional rights under provincial or state consumer protection and automatic-renewal laws.

10. Payments on the web

We do not take payments on the web app at the moment; it does not sell coins or VIP. We may add web payments in future — for example in India through a payment provider such as Razorpay. If we do, we will update this policy before launch to explain how refunds and cancellations work for those payments, including how to cancel any recurring payment mandate.

11. Contact

Related pages: Terms of Use · Delete your account · Grievance Redressal · Contact

Other legal documents