Refund & Cancellation Policy

When purchases on BetterSex may be refunded, how to cancel a subscription, and how Medical Web LLC handles refund requests.

This Policy applies to bettersex.ai and every related site, application, or feature that links to it. Read it together with our Terms of Service, Privacy Policy, and Prohibited Content Policy. Where this Policy and the billing section of the Terms address the same subject, this Policy governs refunds and cancellations.

1. Scope & who charges you

Medical Web LLC is the merchant of record for purchases made on BetterSex. Payments are processed by MassPay, whose terms apply to the processing of your payment. Charges appear on your statement as BETTERSEX.AI.

If you do not recognize a charge, please check for that descriptor before contacting your bank — it is the most common reason a legitimate charge looks unfamiliar.

Two kinds of purchase are available on the Service, and they are treated differently below: subscriptions, which recur until cancelled, and tokens, which are a one-time prepaid purchase.

2. Subscriptions & automatic renewal

Paid plans are sold on a recurring term — Monthly, 6-Month, Annual. A subscription renews automatically at the then-current price for the same term until it is cancelled, and the renewal charge is made on the renewal date.

For any term of 6 months or longer, we send a reminder email 7 days before the renewal charge, so you have time to cancel first if you do not want to continue. Keeping a valid email address on your account is how you receive that notice.

Renewal charges are generally not refunded once the new term has begun, except as described in this Policy or where required by law. We will, however, review a request made promptly after a renewal — particularly where the account shows no meaningful use of the Service in the new term.

3. Cancelling a subscription

Cancel from Cancel subscription in your account, or through the cancellation link included in every billing email. Cancellation takes effect in one confirmed step. We do not require you to call us, email us, give a reason, or work through a retention offer.

When you cancel:

• No further charges are made to your payment method;
• Your plan and its features remain available for the rest of the period you have already paid for, and your account then moves to the Free tier;
• The remainder of the current period is not refunded on a pro-rata basis by default, because you keep the access you paid for until it ends;
• Tokens already in your balance stay in your balance.

This applies to every term length. Cancelling a 6-month or annual plan part-way through stops the next charge; the remainder of the prepaid term stays active rather than being refunded. If you meant to stop a long term before it renewed and just missed the date, see section 2 — a prompt request after an unwanted renewal is exactly what that review is for.

If you cancel by mistake, you can restart the subscription from the same page before the period ends.

4. Tokens & other digital purchases

Tokens are a prepaid, limited license to use certain features — including generated photos, voice calls, custom companion builds, and scheduled calls. They have no cash value, are not transferable, and cannot be exchanged for cash.

Because tokens are delivered to your account immediately on purchase, a token pack is final once the tokens have been credited, except where a refund is required by applicable law or approved by Medical Web LLC under this Policy. Tokens do not expire.

Tokens that have already been spent — where the photo was generated, the call was placed, or the companion was built — are not refundable, because the service was delivered. Tokens included with a paid plan are a perk of that plan rather than a separate purchase, and are not separately refundable.

An unspent token balance from a recent purchase may be considered for refund under section 8, at our discretion.

5. Technical problems

If a technical fault prevents something you paid for from being delivered, we would rather fix it than argue about it. Some corrections are automatic: if a scheduled call cannot be placed, for example, the tokens it cost are returned to your balance without you asking.

Where a fault is not corrected automatically, we may, at our discretion:

• Restore or re-credit the tokens the failed action consumed;
• Provide equivalent tokens or access;
• Extend the affected subscription period; or
• Issue a refund where the problem cannot reasonably be corrected.

Please report technical problems promptly, with the date, time, and what you were trying to do, so we have a fair opportunity to investigate while the records are current. Dissatisfaction with the creative output of a generated photo, voice, or conversation is not by itself a technical fault — but tell us anyway, because it may point to one.

6. Unauthorized or fraudulent charges

If you believe your account or payment method has been charged without your authorization, contact us as soon as possible at help@bettersex.com or (888) 838-1902.

We will investigate and, where a transaction is verified as unauthorized, issue a refund or credit. We may ask you for information needed to verify the transaction, and we may secure the account — for example by requiring a password reset or renewed verification — to prevent further unauthorized activity.

If someone else used your device or payment method with your knowledge, that is not an unauthorized transaction. If a person under our minimum age of 18 gained access to an account, tell us: we will close the account, and we will consider a refund of the charges involved.

7. Account closure & termination

Closing your account does not by itself entitle you to a refund of a subscription period already paid for or of previously purchased tokens. Any unused token balance remaining when an account is closed may be forfeited, subject to applicable law.

Where we suspend or terminate an account for a violation of our Terms of Service or Prohibited Content Policy — including fraud, chargeback abuse, or any attempt to generate prohibited content — no refund of unused tokens or remaining subscription time is owed, except where a refund is required by law.

If we discontinue a paid feature you have prepaid for, or close your account for a reason unrelated to your conduct, we will refund or credit the unused portion.

8. How to request a refund

Contact BetterSex support at help@bettersex.com, or call (888) 838-1902, with the subject line BetterSex Refund Request. Please include:

• Your BetterSex username and the email address on the account;
• The date of the transaction;
• The amount charged, and the statement descriptor if you have it;
• What was purchased — a plan and term, or a token pack;
• The reason for the request; and
• Any receipt, order reference, or transaction ID.

Requests are easiest to resolve in your favor when they are made promptly. Please do not send full card numbers, passwords, or identification documents by email — we will never ask for them, and we do not need them to locate a charge.

9. Review, decision & payment

We ordinarily acknowledge a refund request within 24 hours — billing issues are a priority queue for our support team — and reach a decision within ten business days of receiving enough information to identify the transaction. We will tell you the outcome either way, and the reason if a request is declined.

Approved refunds are returned to the original payment method. We cannot send a refund to a different card, account, or person. How quickly the money appears is controlled by MassPay, your bank, or your card issuer, and commonly takes several business days after we issue it.

Where a refund is issued for a purchase, any tokens or access granted by that purchase may be removed from the account.

10. Chargebacks

If a charge looks wrong to you, please contact us before disputing it with your bank or card issuer. Most disputes we see are a descriptor that was not recognized, a renewal that was forgotten, or a fault we would have fixed on request — and we can usually resolve those the same day, which is faster than a chargeback.

We respond to disputes with our transaction records, including account, verification, and usage records associated with the charge. We reserve the right to suspend or terminate accounts associated with fraudulent, abusive, or knowingly improper chargeback activity, and to decline future service to them.

Filing a chargeback does not remove your rights under this Policy or under applicable law.

11. Rights that cannot be waived

Nothing in this Policy limits any refund, cancellation, or consumer right that cannot legally be waived where you live. Consumers in some jurisdictions have statutory cancellation or withdrawal rights for digital purchases, and subscribers in some U.S. states have specific automatic-renewal protections. Those rights apply in addition to this Policy, and we honor them.

Medical Web LLC may also review individual circumstances and issue a refund or credit where it is appropriate, even if this Policy does not require one. Doing so once does not oblige us to do so again.

12. Changes to this Policy

We may update this Policy to reflect changes in law, payment-network requirements, technology, or our services. Changes take effect when posted, and apply to purchases made after that date. The version in effect when you made a purchase governs that purchase.

13. Contact

Billing support is the fastest route for a refund question. Content or safety reports go to our Complaints Policy contacts instead.