Unseen — Legal

Refund Policy -- Unseen Dating App

Version: 1.1
Last updated: 6 May 2026
Operated by: UNIPIA Ltd (United Kingdom)

Slot and token purchases are processed through the App Store or Google Play. This policy explains your rights under the Consumer Rights Act 2015 and how to request a refund.

1. About this policy

1.1 This Refund Policy explains your rights when you purchase additional message slots or message initiation tokens through the Unseen dating app ("the app", "Unseen"), operated by UNIPIA Ltd ("we", "us", "our").

1.2 This policy applies only to slot purchases and token purchases made through the app. It does not apply to the free daily slots you receive as part of the service, nor to the free weekly tokens allocated to your account, both of which are provided at no cost and are not refundable.

1.3 This policy should be read alongside our Terms of Service and our Privacy Policy. Where this policy covers the same topic, all three documents apply together. If there is a conflict between this policy and your statutory rights under UK law, your statutory rights take priority.

1.4 Nothing in this policy affects your statutory rights. The Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and all other applicable UK consumer protection legislation apply in full. We do not seek to exclude, limit, or restrict any right that the law says cannot be excluded, limited, or restricted.

2. What you can purchase

2.1 Unseen offers the following in-app purchases, all classified as digital content within the meaning of the Consumer Rights Act 2015 s.33(1):

Slot products

Product name	Product ID	Slots included	Price (inc. VAT)
Starter Pack	com.unseen.mobile.slots.first3	+3 message slots	GBP 3.49
Top-Up	com.unseen.mobile.slots.plus2	+2 message slots	GBP 3.49
Single Slot	com.unseen.mobile.slots.plus1	+1 message slot	GBP 4.99

Token products

Product name	Product ID	Tokens included	Price (inc. VAT)
Token Bundle	com.unseen.mobile.tokens.pack5	5 tokens	GBP 3.49
Token Pack	com.unseen.mobile.tokens.pack3	3 tokens	GBP 2.49
Single Token	com.unseen.mobile.tokens.single1	1 token	GBP 0.99

2.2 All prices are inclusive of VAT at the applicable rate.

2.3 All purchases are processed through Apple In-App Purchase (IAP) on iOS or Google Play Billing on Android. We do not accept direct payments via Stripe, bank transfer, or any other payment method for in-app digital content. This is required by Apple and Google store policies.

2.4 UNIPIA Ltd does not receive or store your payment card details, bank account information, or billing address. All payment processing is handled entirely by Apple or Google.

2.5 Purchased message slots and tokens are delivered to your account immediately upon successful purchase. Each slot expands your inbox capacity, allowing you to hold more active conversations with your matches. Each token allows you to initiate one new conversation with a match; a token is consumed when you send a first message to a new match.

3. Your statutory rights

3.1 Slot and token purchases are digital content as defined by the Consumer Rights Act 2015 ("CRA 2015") s.33(1). As a consumer, you have the following statutory rights that cannot be waived or reduced by any contract, policy, or agreement:

3.2 Satisfactory quality (CRA 2015 s.34): The digital content must meet the standard that a reasonable person would consider satisfactory, taking into account the description, the price, and all other relevant circumstances. For slot and token purchases, this means the correct number of slots or tokens must be credited to your account and must function as described.

3.3 Fit for a particular purpose (CRA 2015 s.35): If you make known to us a particular purpose for which you are purchasing the digital content, and we accept the purchase, the digital content must be reasonably fit for that purpose. The stated purpose of message slots is to expand your inbox capacity, and the stated purpose of tokens is to allow you to initiate new conversations with your matches.

3.4 As described (CRA 2015 s.36): The digital content must match any description given to you at the point of purchase. If you purchase a Starter Pack described as "+3 message slots", you must receive exactly 3 additional message slots. If you purchase a Token Bundle described as "5 tokens", you must receive exactly 5 additional tokens.

3.5 Right to repair or replacement (CRA 2015 s.42): If the digital content does not meet the standards in sections 3.2 to 3.4, you have the right to have the content repaired or replaced within a reasonable time and without significant inconvenience to you. For slot and token purchases, this means we must credit the correct number of slots or tokens to your account.

3.6 Right to a price reduction (CRA 2015 s.43-44): If the digital content cannot be repaired or replaced, or if repair or replacement has not been carried out within a reasonable time and without significant inconvenience, you have the right to a price reduction. This may be a full refund (100% price reduction) if the content is so defective that it has no value.

3.7 These rights apply regardless of any waiver you may have given regarding the 14-day cancellation period (see Section 4 below). The waiver of the cancellation right does not waive your rights under CRA 2015 s.34-36.

4. Digital content waiver (14-day cancellation right)

4.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013") reg. 28, you normally have a 14-day cooling-off period during which you can cancel a distance purchase and receive a full refund, for any reason or no reason.

4.2 However, CCR 2013 reg. 37(1)(a) provides an exception: if you purchase digital content that is not supplied on a tangible medium (such as a CD or DVD), and you give your express consent to begin the supply immediately, and you acknowledge that you will lose your cancellation right, then the 14-day cancellation right does not apply once supply has begun.

4.3 When you purchase message slots or tokens in Unseen, you are shown a confirmation screen before the payment dialog appears. This screen requires you to actively confirm three things:

(a) That your additional message slots or tokens will be available for use immediately after purchase.
(b) That you are requesting the digital content to be provided to you straight away.
(c) That you acknowledge you lose your right to cancel under CCR 2013 once you begin using the purchased slots or tokens.

4.4 You must actively confirm this waiver before the purchase proceeds. The waiver is recorded in our system, including your user ID, the product purchased, the version of the waiver text, the timestamp, and whether you accepted.

4.5 If the waiver was NOT properly obtained -- for example, if the confirmation screen was not shown, if the waiver text was missing or unclear, if you were not given a genuine choice, or if our systems failed to record your waiver -- then you retain your full 14-day cancellation right under CCR 2013 reg. 28. In that case, you may cancel the purchase within 14 days for any reason and receive a full refund.

4.6 The waiver of the 14-day cancellation right does NOT affect your rights under CRA 2015 s.34-36 (satisfactory quality, fit for purpose, as described). Even after waiving the cancellation right, you are still entitled to a remedy if the digital content is faulty or not as described.

4.7 For full details of the waiver confirmation screen, see our consent screens documentation (Screen 5: Slot/Token Purchase Waiver).

5. When you are entitled to a refund

5.1 You are entitled to a refund in any of the following circumstances:

5.1.1 Faulty digital content: The slots or tokens were not delivered to your account after a successful payment, or a technical error prevented the slots or tokens from functioning correctly (for example, you were charged but received no slots or tokens, or you received fewer slots or tokens than you paid for). This is a breach of CRA 2015 s.34 (satisfactory quality).

5.1.2 Content not as described: You received fewer slots or tokens than the product description stated. For example, you purchased a Starter Pack described as "+3 message slots" but received only 2 slots, or you purchased a Token Bundle described as "5 tokens" but received only 4 tokens. This is a breach of CRA 2015 s.36 (as described).

5.1.3 Waiver not properly obtained: The 14-day cancellation waiver confirmation screen was not shown to you, was not clearly worded, or was not properly recorded by our systems. In this case, you retain your 14-day cancellation right under CCR 2013 reg. 28 and may cancel for any reason within 14 days of purchase.

5.1.4 Duplicate or accidental purchase: You were charged more than once for the same purchase, or you can demonstrate that the purchase was made accidentally (for example, a child made the purchase without your knowledge or authority).

5.1.5 Account terminated by us without cause: If we terminate your account and you had unused purchased slots or tokens, and the termination was not due to a breach of our Terms of Service on your part, you are entitled to a refund for the unused purchased slots and tokens.

6. When you are NOT entitled to a refund

6.1 You are not entitled to a refund in the following circumstances:

6.1.1 Slots or tokens already consumed: If you have used the purchased slots to hold conversations or used the purchased tokens to send first messages to matches, those slots or tokens have been consumed and cannot be refunded. A consumed slot or token has delivered its intended purpose.

6.1.2 Change of mind after valid waiver: If you gave a valid waiver of your 14-day cancellation right (see Section 4) and the digital content was delivered correctly and as described, a change of mind does not entitle you to a refund.

6.1.3 Account terminated for Terms of Service breach: If your account was suspended or terminated because you violated our Terms of Service (for example, for harassment, creating a fake profile, or any prohibited behaviour listed in our Terms of Service Section 6), you are not entitled to a refund for unused purchased slots or tokens. The termination is a consequence of your breach of the contract.

6.1.4 Disagreement with another user's behaviour: If you are dissatisfied because another user unmatched you, blocked you, did not reply to your messages, or behaved in a way you found disappointing, this does not constitute a fault in the digital content you purchased. Your slot or token functioned correctly if it allowed you to hold a conversation or send a first message. The outcome of that conversation is not guaranteed or implied.

6.2 Even in the circumstances listed above, your statutory rights under CRA 2015 s.34-36 are preserved. If you believe the digital content itself was faulty or not as described, you may still claim a remedy under Section 5 regardless of the circumstances in this Section 6.

7. How to request a refund

7.1 There are two routes to request a refund. Both are equally valid, and we will not discourage you from using either route.

Route A: Through Apple or Google

7.2 If you purchased through Apple IAP (iOS), you can request a refund directly from Apple:

Visit reportaproblem.apple.com
Sign in with your Apple ID
Find the Unseen purchase in your purchase history
Select "Request a refund" and follow the instructions

7.3 If you purchased through Google Play Billing (Android), you can request a refund from Google:

Open the Google Play Store app or visit play.google.com
Go to your order history
Find the Unseen purchase
Select "Request a refund" and follow the instructions

7.4 Apple and Google have their own refund policies and timelines. We are notified when they process a refund.

Route B: Directly with UNIPIA Ltd

7.5 You can contact us directly for any refund request, and you must contact us directly if you are making a statutory rights claim under the Consumer Rights Act 2015. We are the trader for the purposes of UK consumer protection law, and we are responsible for handling statutory claims. Apple and Google are payment intermediaries; they are not the trader.

7.6 To request a refund directly, email refunds@unipia.co.uk with the following information:

The email address associated with your Unseen account
The date of the purchase
The product you purchased (Starter Pack, Top-Up, Single Slot, Token Bundle, Token Pack, or Single Token)
The reason for your refund request
Any relevant screenshots or transaction IDs (if available)

7.7 Timeline:

We will acknowledge your request within 3 business days of receiving it.
We will investigate and resolve your request within 14 calendar days of acknowledgment.
If we need additional information from you, the 14-day period pauses until you provide it.
If your refund is approved, the refund will be processed through the original payment method (Apple or Google) within a further 14 days. The exact time the funds appear in your account depends on your payment provider.

7.8 If we reject your refund request and you believe you are entitled to a refund under UK law, you have the right to escalate your complaint (see Section 11).

8. What happens when a refund is processed

8A. Slot refunds

8.1 When Apple or Google process a refund for a slot purchase (whether initiated by you through them or by us on your behalf), they notify us via a server-to-server webhook.

8.2 Upon receiving the refund notification, we remove the purchased slots from your account. If you purchased a Starter Pack (+3 slots) and received a refund, 3 purchased slots are deducted from your balance.

8.3 If you have already consumed some or all of the purchased slots before the refund is processed (for example, you used 2 of 3 slots and then received a refund for the full purchase), the following applies:

Messages you have already sent remain sent. We do not delete or retract messages that were delivered.
The full number of purchased slots is deducted from your balance. If this results in a negative purchased-slot balance, you will not be able to start new conversations using purchased slots until the balance is resolved (either by making a new purchase or by the balance naturally returning to zero through daily slot use).

8.4 Slot refunds do not affect your daily free slot allocation. Your daily slots continue to reset at midnight as normal.

8B. Token refunds

8.5 When Apple or Google process a refund for a token purchase (whether initiated by you through them or by us on your behalf), they notify us via a server-to-server webhook.

8.6 Upon receiving the refund notification, we remove the purchased tokens from your account. If you purchased a Token Bundle (5 tokens) and received a refund, 5 purchased tokens are deducted from your purchased token balance.

8.7 If you have already consumed some or all of the purchased tokens before the refund is processed (for example, you used 3 of 5 tokens to initiate conversations and then received a refund for the full purchase), the following applies:

Messages you have already sent remain sent. We do not delete or retract messages that were delivered.
The full number of purchased tokens is deducted from your purchased token balance. If this results in a negative purchased-token balance, you will not be able to initiate new conversations using purchased tokens until the balance is resolved (either by making a new token purchase or by the balance naturally returning to zero as free weekly tokens are allocated and consumed instead of purchased tokens).

8.8 Token refunds do not affect your free weekly token allocation. Your weekly tokens continue to reset every Monday at midnight UTC as normal.

8C. General

8.9 You will receive a notification in the app confirming that the refund has been processed and your slot or token balance has been adjusted.

9. Free allocations vs purchased allocations

9.1 Unseen provides four types of messaging resources. It is important to understand the differences:

	Daily slots	Purchased slots	Weekly tokens	Purchased tokens
Cost	Free	Paid (see Section 2)	Free	Paid (see Section 2)
Purpose	Inbox capacity for conversations	Additional inbox capacity	Initiate conversations with new matches	Additional conversation initiations
Allocation	Reset at midnight each day	Added to your balance upon purchase	3 tokens allocated every Monday at midnight UTC	Added to your balance upon purchase
Expiry	Unused daily slots expire at midnight and do not carry over	Purchased slots do NOT expire and remain in your balance until used or your account is deleted	Unused weekly tokens expire on the following Monday at midnight UTC and do not carry over	Purchased tokens do NOT expire and remain in your balance until used or your account is deleted
Refundable	No (they are free)	Yes, subject to the conditions in this policy	No (they are free)	Yes, subject to the conditions in this policy
Affected by refund	No	Yes (see Section 8A)	No	Yes (see Section 8B)

9.2 When you send a first message to a new match, free weekly tokens are consumed first. Purchased tokens are only consumed after your weekly tokens for that period have been used up. Similarly, daily slots are consumed before purchased slots when determining inbox capacity.

9.3 If you delete your account, all unused purchased slots and purchased tokens are forfeited. We do not issue refunds for unused purchased slots or tokens upon voluntary account deletion.

10. Data retention for refund records

10.1 We process personal data in connection with refund requests. The lawful basis, data category, and retention period for each type of data is set out below:

Data	Lawful basis (UK GDPR)	Retention period	Notes
User email address and user ID	Art. 6(1)(b) -- necessary for the performance of the contract (processing the refund)	Account lifetime + 6 years	Retained to link refund records to the correct account and to respond to follow-up enquiries. The 6-year post-deletion period aligns with the Limitation Act 1980 s.5 (limitation period for breach of contract claims).
Transaction ID (Apple or Google)	Art. 6(1)(c) -- necessary for compliance with a legal obligation (HMRC record-keeping requirements)	6 years from the date of the transaction	Required under HMRC guidance for VAT and corporation tax records.
Refund reason (as provided by you)	Art. 6(1)(b) -- necessary for the performance of the contract (investigating and resolving the refund)	6 years from the date of the refund decision	Retained to evidence our decision-making in case of a subsequent complaint or legal claim.
Correspondence (emails between you and us regarding the refund)	Art. 6(1)(f) -- legitimate interest (defending against potential legal claims and maintaining a record of our customer service interactions)	6 years from the date of the last correspondence	Our legitimate interest is to maintain records that allow us to defend against potential claims. We have assessed that this does not override your rights, given the limited nature of the data and the legitimate purpose.
Waiver confirmation record (user ID, product ID, waiver version, timestamp, accepted boolean)	Art. 6(1)(c) -- necessary for compliance with a legal obligation (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 require us to evidence that the waiver was properly obtained)	6 years from the date of the transaction	This record survives account deletion. Even after you delete your account, we retain the waiver record for 6 years from the transaction date to evidence compliance with consumer protection law under the Limitation Act 1980.

10.2 We do not store payment card data. We never receive or have access to your card number, expiry date, CVV, or any other payment card information. All payment processing is handled by Apple or Google.

10.3 For full details of how we handle your personal data, see our Privacy Policy, in particular sections 8.2 (purchase data) and 11 (data retention).

10.4 You have the right to request access to, rectification of, or erasure of the personal data we hold about you in connection with refund records, subject to the limitations set out in UK GDPR Art. 17(3)(b) (we may retain data where processing is necessary for compliance with a legal obligation) and Art. 17(3)(e) (data necessary for the establishment, exercise, or defence of legal claims).

11. Complaints and disputes

11.1 Internal resolution -- first step: If you are dissatisfied with the outcome of a refund request, please email refunds@unipia.co.uk explaining why you disagree with our decision. We will review your case and respond within 14 calendar days.

11.2 Internal escalation -- second step: If you remain dissatisfied after our initial review, you can escalate your complaint to legal@unipia.co.uk. A different member of our team will review the original decision and the escalation. We will respond within 14 calendar days.

11.3 External resolution -- third step: If we are unable to resolve your complaint to your satisfaction through our internal process, you have the following options:

11.3.1 Trading Standards: You can contact your local Trading Standards service for advice and assistance. You can find your local Trading Standards office through Citizens Advice (citizensadvice.org.uk) or by calling 0808 223 1133.

11.3.2 Citizens Advice: You can contact Citizens Advice for free, impartial advice about your consumer rights. Visit citizensadvice.org.uk or call 0808 223 1133.

11.3.3 Alternative Dispute Resolution (ADR): Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 reg. 19, we are required to inform you about ADR. [ADR provider to be confirmed -- UNIPIA Ltd will update this section before launch with details of a certified ADR provider. Until an ADR provider is confirmed, we will inform you whether we are willing to submit to ADR on a case-by-case basis.]

11.3.4 Courts: You have the right to bring a claim in the courts of England and Wales. Nothing in this policy restricts your right to take legal action. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, the courts may order a full refund, a price reduction, or other appropriate remedy.

11.4 Your statutory rights are not affected by this complaints process. You do not need to complete our internal process before contacting Trading Standards, Citizens Advice, or the courts.

12. Changes to this policy

12.1 We may update this Refund Policy from time to time. If we make changes, we will update the version number and date at the top of this document.

12.2 If we make material changes -- changes that affect your refund rights, the process for requesting a refund, or the types of purchases covered -- we will notify you in the app before the changes take effect. You will be given reasonable notice (at least 14 days) before material changes come into effect.

12.3 We will never retrospectively reduce your statutory rights. Any purchase made under a previous version of this policy will be governed by the statutory rights in force at the time of purchase. Changes to this policy affect future purchases only.

12.4 The current version of this policy is always available within the app and at unseen.unipia.co.uk/refund.

13. Contact

If you have any questions about this Refund Policy or need to request a refund:

Refund requests: refunds@unipia.co.uk
Legal enquiries and escalations: legal@unipia.co.uk
Data protection enquiries: dpo@unipia.co.uk
Post: UNIPIA Ltd, registered in England and Wales

We aim to respond to all enquiries within 3 business days and resolve all refund requests within 14 calendar days.

Sections requiring further development (internal tracking)

ADR provider must be confirmed before publication. Section 11.3.3 contains a placeholder. UNIPIA Ltd must select and register with a certified ADR provider, or confirm that it will not participate in ADR (and update the section accordingly under ADR Regulations 2015 reg. 19(1)(a)).
refunds@unipia.co.uk mailbox must be operational. This email address is referenced throughout the policy as the primary refund contact. It must be monitored and staffed to meet the 3-business-day acknowledgment and 14-day resolution commitments before this policy goes live.
Backend webhook handling for Apple/Google refund notifications is implemented for both slot and token products. Slot refund webhooks (Apple Server Notifications v2 and Google Real-Time Developer Notifications) and token refund webhooks are both operational. Refunded slots and tokens are correctly deducted from user balances upon webhook receipt.
Waiver record retention (surviving account deletion) requires backend implementation. Section 10 states that waiver confirmation records survive account deletion for 6 years. The current account deletion flow (soft delete + PII erasure) must be updated to preserve waiver records in a separate table or archive that is not purged during account deletion. This is a GDPR Art. 17(3)(b) and (e) exemption.
Solicitor review required before publication. This entire document must be reviewed by a UK-qualified solicitor experienced in consumer law, with particular attention to: (a) the interaction between CRA 2015 digital content provisions and the CCR 2013 cancellation waiver, (b) the negative balance mechanism described in Section 8 for both slots and tokens, (c) whether the refund timeline commitments are achievable, (d) the ADR obligation under the 2015 Regulations, and (e) the classification of tokens as consumable digital content under CRA 2015 s.33(1).
HTML publication at unseen.unipia.co.uk/refund pending. This policy must be published as an accessible HTML page at the stated URL before launch. The infra agent owns deployment; the compliance agent owns the content.
Token purchase waiver UI must be implemented. The same CCR 2013 digital content waiver flow used for slot purchases must also be shown for token purchases. Section 4.3 references this requirement. The flutter agent must confirm the waiver screen covers both product types.

REMINDER: This is a compliance draft. It does NOT constitute legal advice. A UK-qualified solicitor must review and approve this policy before publication.