This Refund Policy explains when refunds (or release of payment holds) apply on AMA.ms ("AMA," "we," "us," "our"). This policy is part of our Terms of Service.
1. Key Idea (Simple)
Fans pay for a personal video reply to a question ("Request").
At checkout, we usually place an authorization hold on the Fan's payment method.
We capture the payment only when the Creator delivers the video reply.
If no video is delivered, the Fan is not charged (or is refunded).
2. Automatic Refunds (No Video = No Charge)
You will receive an automatic refund (or your authorization hold will be released) if:
A) No reply within 7 days
If a Creator does not deliver a video reply within 7 days of your Request, the Request expires and you get an automatic refund (or the authorization hold is released).
B) Creator declines the Request
If a Creator declines your Request, you will get an automatic refund (or the hold is released).
C) AMA cancels the Request
We may cancel a Request for safety, policy, fraud, or technical reasons. If canceled before delivery, you receive a refund (or the hold is released).
D) Fan-Initiated Cancellation
Because an authorization hold is placed on your payment method immediately upon submitting a Request, there is no automatic cancellation option. If you wish to cancel a Request, you must contact support@ama.ms immediately. Cancellation and release of the payment hold are only possible if the Creator has not yet delivered the video reply. Once a video is delivered, the Request is considered fulfilled and is no longer eligible for cancellation.
3. After Delivery: Refunds Are Limited
Because video replies are personalized digital content, refunds are generally not available after delivery, except in the cases below.
4. Bad-Faith or Minimum-Effort Deliveries (Quality Protection)
Creators must deliver a video reply that is made in good faith and is substantially related to the Request.
You may request a review if the delivered video is clearly "bad faith," for example:
- black screen / no audio
- totally unrelated content
- "I won't answer" with no real reply, used only to trigger payment
If we confirm bad faith (at our sole discretion), we may issue a full refund.
5. Technical Problems (Platform Error)
If the video reply is delivered but is not usable due to a Platform technical issue (for example: file is corrupted, cannot play, or audio is missing because of a delivery error), contact us within 7 days of delivery at support@ama.ms.
We may offer one of the following (at our sole discretion):
- re-delivery (fix), or
- refund
6. What Is NOT Refundable
Refunds will not be issued just because:
- you changed your mind after delivery
- you don't like the Creator's opinion or style
- the Creator did not follow every detail exactly (Creators control their own answers)
- you requested something not allowed by our Terms or safety rules
- you shared the video publicly and later ask for a refund (unless required by law)
We do not verify user identities at this time. Please use your own judgment when interacting with any account.
Dispute Review Process
When a Fan disputes the quality of a video, AMA.ms will review the video against the original Request. We use an objective relevance standard: Did the Creator answer the specific question asked? We do not refund for subjective style or opinion. Our review takes 3–5 business days, and our decision is final.
7. Chargebacks and Payment Disputes
If you file a chargeback or payment dispute, we may suspend your account while we investigate. Abuse of refunds/chargebacks may lead to account restrictions or bans.
8. How to Request a Refund Review
If you believe your case qualifies under Section 4 (bad faith) or Section 5 (technical problem), contact support@ama.ms and include:
- what happened (1–2 sentences)
- screenshots or details if relevant
We typically respond as fast as possible, but complex cases may take longer to review.
9. Currency and Fees
Refunds are issued to the original payment method and in the original currency where possible. Some banks may keep certain foreign exchange or card fees that AMA does not control.
10. Updates to This Policy
We may update this Refund Policy from time to time. The "Last Updated" date at the top will change, and your continued use of AMA.ms means you accept the updated policy.
11. Mandatory Consumer Rights
Nothing in this policy limits your statutory rights under applicable consumer protection laws (such as the EU Consumer Rights Directive or the UK Consumer Rights Act 2015). For personalized digital content (like video replies), you explicitly acknowledge that the right of withdrawal expires once the performance has begun with your consent (i.e., when the Creator accepts the Request).
12. Possible Outcomes of a Review
Following a support review, AMA.ms may, at its sole discretion:
- Issue a Full Refund: Returned to your original payment method.
- Offer a Redo: Ask the Creator to re-record the video if a technical or minor error occurred.
- Issue Platform Credit: For use on a future Request.
- Deny the Request: If the Creator fulfilled their obligations under our Terms.