Refund Policy
Last updated: {{EFFECTIVE_DATE}}
This policy covers purchases of Coins and VIP plans on MUSAHEAT. All prices are shown before you pay and include taxes.
On this page
1. We always refund
You get a full refund if:
- you were charged but your Coins or VIP were not delivered, and we cannot fix it within 24 hours;
- you were charged twice for the same order;
- you were charged a different amount from the price shown.
Tell us within 30 days of the payment.
2. Coins
You can request a refund within 7 days of buying Coins:
- If you have not used any Coins since that purchase, we refund the full amount.
- If you have used some, we refund the Paid Coins from that purchase that you have not used, at the price you paid per Coin.
3. VIP plans
You can request a full refund within 7 days of buying a VIP plan if you have not watched any episode with VIP access.
If you have earned any Partner commission since buying an Annual VIP plan, that plan cannot be refunded under this section. If an Annual VIP plan is refunded, Official Agent status ends.
4. Not refundable
- Bonus Coins (given free).
- Coins already used to unlock episodes.
- VIP plans after you have watched with VIP access, and any unused part of a VIP period.
- Coins and VIP time on accounts closed for breaking our Terms of Service.
5. How to request a refund
Email service@musaheat.com with the subject "Refund" and include:
- your username or account email;
- the order number (in the app under Me → Orders);
- the reason for your request.
For USDT payments, also include the wallet address where you want to receive the refund and its network (for example TRC20 or BEP20). Use a wallet you control — some exchange deposit addresses cannot receive refunds.
6. What happens next
- We reply within 2 business days.
- Once a refund is approved, we send it within 10 business days, in the same currency and to the original payment method. For USDT, we send the same amount of USDT to the address you gave us, and we pay the network fee.
- When a refund is issued, the Coins or VIP from that purchase are removed from your account.
7. Disputes and chargebacks
If something is wrong with a payment, please contact us first — it is usually the fastest way to fix it. If you file a chargeback or payment dispute, we may suspend the account while we review it.
8. Contact
MUSAHEAT LTD · service@musaheat.com