Luvio - Refund & Cancellation Policy
Effective date: 30 June 2026 Last updated: 30 June 2026
LUVIO TECH LTD | Registered in England & Wales, company no. 17115334
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
This Refund & Cancellation Policy explains your rights to cancel and to obtain a refund for purchases made through Luvio, operated by LUVIO TECH LTD. It forms part of, and should be read together with, our Terms of Use. Nothing in this policy affects the statutory rights you have as a consumer that cannot be waived.
1. Scope and your statutory rights
This policy applies to purchases of premium subscriptions, account upgrades, boosts, super likes, virtual gifts and other paid digital features. As all of our products are digital content and services, your rights and our refund practices reflect UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and equivalent EU consumer protections where they apply to you.
2. Your 14-day right to cancel
If you are a consumer in the UK or EU, you generally have the right to cancel a purchase of digital content or services within 14 days of buying it, without giving a reason - unless an exception applies (see section 3). To cancel within this period, contact us using the details in section 12.
3. Immediate access and waiver of the cancellation right
Our digital products and services are made available immediately. When you buy a subscription, upgrade or Virtual Item, you ask us to begin supplying it straight away, and you acknowledge that:
for digital services (such as a subscription), once we have begun supplying the service with your consent, you lose the 14-day right to cancel for the part already supplied;
for digital content and Virtual Items (such as boosts, super likes or virtual gifts), once you have accessed, downloaded or used the item with your consent, the 14-day right to cancel no longer applies.
Where supply has only partly begun, any refund may be reduced to reflect the service already provided.
4. Subscriptions: cancellation and automatic renewal
Subscriptions renew automatically at the price and frequency shown when you bought them, until you cancel. You can cancel at any time:
through your Luvio account settings; or
if you subscribed through the Apple App Store or Google Play, through that store's subscription settings.
Cancellation stops the next renewal and takes effect at the end of your current paid period - you keep access until then. Except where the law requires otherwise, we do not provide partial refunds for the unused portion of a billing period. For annual subscriptions, we send a renewal reminder by email at least 30 days before each renewal.
5. Virtual items and consumables
Boosts, super likes, virtual gifts, credits and similar items are consumed when used and have no monetary value. Once used or applied, they are non-refundable, except where the item was faulty or not delivered, or where the law otherwise requires.
6. When we will and will not provide refunds
We will provide a refund where: the law requires it; a payment was charged in error or was unauthorised; a feature you paid for was not delivered or did not work as described and we cannot fix it; or you validly exercise a cancellation right that has not been lost under section 3.
We will generally not provide a refund where: you have used or consumed the relevant feature or Virtual Item; you simply changed your mind after access began; your account was suspended or terminated for breach of our Terms; or you did not achieve a particular result (such as a match), since outcomes cannot be guaranteed.
7. Faulty, misdescribed or undelivered services
If a paid feature is faulty, not as described, or not delivered, you are entitled to a remedy under the Consumer Rights Act 2015, which may include a repair, a replacement or a refund. Please contact us and we will put it right.
8. How to request a refund
To request a refund or to cancel, email us at support@luvio.club from the email address on your account and include: your name, the email or username on your account, the date and amount of the purchase, the item or subscription concerned, and the reason for your request. We may ask for limited additional information to verify the purchase and prevent fraud.
9. Refund method and timing
Approved refunds are issued to the original payment method used for the purchase. Once approved, refunds are normally processed within 5-10 business days, although the time it takes to appear on your statement depends on your bank or card issuer. We do not charge a fee for processing a valid refund.
10. Purchases through the Apple App Store or Google Play
If you purchased a subscription or item through the Apple App Store or Google Play, your payment was taken by that store, and refunds for those purchases are handled under the store's own policies. You will usually need to request the refund directly from Apple or Google. We are happy to help where we can.
11. Chargebacks and payment disputes
If you think a charge is wrong, please contact us before starting a chargeback with your bank - we can usually resolve it faster and, where appropriate, refund you directly. If you raise a chargeback, we will cooperate with your bank and may provide evidence of the purchase and use of the service. Raising a chargeback for a charge that was valid (for example, a service you used or a Virtual Item you consumed) may be treated as a breach of our Terms and may lead to suspension or closure of your account.
12. How to contact us
LUVIO TECH LTD, 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom. Email: support@luvio.club. This is our customer-service contact for all cancellation and refund matters.