Refund Policy

1. Overview

Romantic Lines LP ("HMU", "we", "us") sells access to digital services through hmu.com: chat sessions with AI personas, generated photo and video content, and bundled message and credit allowances. All of these are digital services delivered electronically and consumed immediately upon use.

This Refund Policy explains:

• when refunds are available as a matter of HMU policy;
• when refunds are required by mandatory consumer-protection law in your jurisdiction;
• how to cancel a subscription and what cancellation means in practice;
• how chargebacks are handled; and
• how to actually request a refund.

This policy is incorporated by reference into our Terms of Service and should be read alongside our Privacy Policy. Capitalised terms not defined here have the meanings given in the Terms.

Currency. All prices are stated in United States Dollars (USD) unless explicitly indicated otherwise on the checkout page. Local currency conversions are performed by your card issuer or Unlimit and may include foreign-exchange fees outside our control.

2. General Policy

The Service consists of digital content and digital services. As a general matter:

• Messages already sent. Once a message has been sent on the Service and a reply produced (or attempted) by the AI persona, the corresponding wallet deduction has been consumed. Consumed messages are not refundable.
• Media unlocks. Once a photo (20 credits) or video (50 credits) has been unlocked, the corresponding credits have been consumed. Consumed unlocks are not refundable.
• Bonus credits granted on subscription activation. These credits are part of the subscription consideration; once spent, they are not refundable.

The above is the default; the exceptions in Sections 3, 4, and 5 below override the default where they apply, and mandatory local law overrides everything.

3. Subscriptions

3.1 Plans

Subscription messages reset on each renewal. Bonus credits are granted on each successful renewal and never expire while the account remains in good standing.

First-purchase promotional pricing. A user who has never previously held a paid Subscription is charged $23.79 (rather than $27.99) for their first 30-day window of the Plus tier. The discount applies once per natural person and only to the first 30-day window; every subsequent renewal of Plus is billed at the standard $27.99. We may add, modify, or withdraw first-purchase promotional pricing at any time; the price shown on the checkout page at the moment of purchase is the authorised charge.

3.2 Auto-renewal

All subscription plans renew automatically every 30 days at the then-current price, charged to the payment instrument on file via Unlimit, until you cancel. By starting a subscription you authorise these recurring charges.

We will send a reminder email at least 7 days before each renewal. If we change the renewal price, we will provide at least 30 days' advance notice by email and in-app; the price change will only take effect on the next renewal after the notice period, and you may cancel at any time before then to avoid the new price.

3.3 Cancellation

You may cancel at any time:

• In-app: Settings → Subscription → Cancel renewal. Cancellation is effective immediately for the purpose of stopping future renewals.
• By email: [email protected] with subject "Cancel subscription — [account email]". We will action requests within one business day.

Cancellation stops the next renewal. It does not retroactively unwind the current 30-day period: you keep access to the Service, your remaining subscription messages, and your accumulated credit balance until the current period ends. Bonus credits granted at the start of the cancelled period remain in your wallet and may be used during the remainder of that period; any credits remaining at the end of the period are subject to Section 4.4 below.

3.4 Refund eligibility — voluntary

We will refund the most recent subscription charge on request if all of the following are true:

1. The request is received within 14 days of the charge.
2. No subscription-quota messages drawn from that period have been consumed.
3. No bonus credits granted as part of that period (or any credits in the wallet) have been spent during that period.
4. The account has not been suspended for a Terms of Service or Acceptable Use Policy violation.

This is broader than what is strictly required by US law (where digital services typically may be sold as final once delivery begins) and is intended to align with the EU and UK statutory cooling-off period described in Section 5. If any quota messages or credits have been used, the value delivered is no longer "untouched" and we treat the period as performed.

3.5 Renewal pricing changes

Subscription prices may change. We will:

• send notice by email to the address on file and surface a notice in-app at least 30 days before the price change takes effect; and
• not apply the new price to a renewal that falls within those 30 days.

A user who does not wish to renew at the new price may cancel using the mechanisms in Section 3.3 with no further charge.

4. Credit Packs

4.1 Packs and unit pricing

Credit packs are available only to active subscribers (any tier). Free-tier users cannot purchase credit packs; they may spend only their 50 starter credits granted at signup.

4.2 Unit costs paid in credits

4.3 General rule

Credits are delivered to your wallet immediately on successful payment. Once delivered, credits are non-refundable as a default policy: they are immediately usable digital content under US law and are treated as performed at the moment of wallet credit.

4.4 EU / UK 14-day exception

In line with our subscription policy in Section 3.4 and with the EU Consumer Rights Directive and the UK Consumer Contracts Regulations 2013, we will refund a credit pack on request if:

1. The request is received within 14 days of purchase.
2. No credits from the pack (and, more precisely, no credits at all) have been spent since the purchase.
3. The account has not been suspended for a Terms or AUP violation.

A credit-pack refund returns the pack price; we deduct the credits from the wallet at the same time. A user who has both subscription bonus credits and pack credits cannot receive a pack refund if any credits have been spent — the wallet is a single fungible balance and we cannot tell which credits were consumed first.

4.5 Credits do not survive account closure

If you close your account or we terminate it for cause, any unspent credits are forfeited. We do not exchange credits for cash and we do not transfer credits between accounts.

5. Mandatory Consumer-Protection Refunds

Nothing in this policy limits any non-waivable refund right you have under the law of your country or state of residence. We honour the following statutory rights in particular:

If you believe a mandatory right entitles you to a refund that this policy does not voluntarily offer, please contact [email protected] and identify the legal basis; we will assess in good faith.

6. Service Failures, Mis-Billing, and Other Operational Refunds

Independently of the rights above, we will refund or credit promptly in the following operational cases:

• Double charge or duplicate transaction in the same billing cycle for the same purchase: full refund of the duplicate.
• Failed delivery: the payment was completed but the subscription, credits, or unlock was not delivered to your wallet and remediation is not possible: full refund of the affected portion.
• Material outage preventing use of a paid subscription for more than 48 consecutive hours in a billing period: pro-rated credit at our discretion, or refund of the affected portion on request.
• Erroneous unlock — a media unlock that returned an empty or corrupted asset that we cannot remediate by re-generation within 7 days: credits restored to wallet.

Section 5 still applies on top of these operational refunds; this section does not limit your rights, it adds to them.

7. Chargebacks

If you have a billing concern, please contact [email protected] before initiating a chargeback with your card issuer. We respond to billing emails within five business days and the vast majority of disputes are resolved faster and cleaner this way than through the chargeback network.

Initiating a chargeback or payment dispute without prior contact with us may result in:

• immediate suspension of the account pending review;
• termination of the account and forfeiture of any remaining credits and subscription quota if the chargeback is upheld and we conclude that the dispute was raised in bad faith (for example, where the cardholder is also the account holder and the Service has been used substantially); and
• referral of the payment instrument to Unlimit's chargeback monitoring and recovery process, including any recovery fees provided for in the merchant agreement.

This Section does not, and cannot, override your non-waivable rights under mandatory consumer-protection law (Section 5). If a chargeback is the only practical path to enforce such a right, you remain entitled to use it.

8. How to Request a Refund

Send an email to:

• To: [email protected]
• Subject: Refund request — [purchase ID]
• Include:
  • the email address on the HMU account;
  • the date and amount of the charge;
  • the purchase ID from the receipt email (also visible in Settings → Billing → History);
  • whether the request concerns a subscription, a credit pack, or both;
  • the reason for the request, including any legal basis you wish to invoke under Section 5; and
  • confirmation of the payment instrument on which the refund should be processed (we refund only to the original instrument).

Response SLA: initial response within 5 business days of receipt. If we need additional information we will say so in that response. If we approve the refund, processing follows Section 9.

9. Processing Time

Approved refunds are issued through Unlimit to the original payment instrument:

• Card / wallet: typically credited within 5–10 business days from approval; may appear on the next monthly statement depending on the issuer.
• Bank transfers / alternative payment methods (where supported): typically within 10 business days.

Currency conversions on the refund leg are performed at the rate offered by your card issuer at the time of the refund and may differ from the rate applied at purchase; the difference is outside our control.

10. Dispute Escalation

If you are not satisfied with our handling of a refund request:

• Internal review: request escalation to [email protected].
• Alternative dispute resolution: per Section 14 of the Terms of Service, the parties agree to attempt good-faith resolution and, where applicable, to use the ADR provider named there.
• EU users: you may use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.
• UK users: you may contact Citizens Advice or, where applicable, an ADR body certified under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
• Australian users: you may contact the ACCC or the consumer protection regulator in your State or Territory.
• Brazilian users: you may use the Procon system or the consumer.gov.br platform.

Nothing in this Section limits your right to bring proceedings in any competent court if mandatory law so provides.

11. Updates to This Policy

We may update this Refund Policy from time to time. Material changes are notified via the Service footer and, for active subscribers, by email at least 30 days in advance. The version, status, and effective date appear at the top of this document. A change log is maintained internally and is available on request at [email protected].