1. Who you actually bought from
Coin packs are sold as in-app purchases through the Apple App Store or Google Play. Your payment is taken by Apple or Google under their terms, using the payment method on your store account. We never see or hold your card details, and we cannot charge you directly.
Because the store took the payment, the store is who issues a refund. We cannot refund a purchase ourselves, and neither can we stop one the store decides to give you. What we can do is help you work out what happened and fix anything that went wrong on our side — see section 4.
2. How to request a refund
Ask the store you bought from:
- Apple (App Store): request a refund at reportaproblem.apple.com
- Google Play: request a refund at play.google.com/store/account/orderhistory
Each store sets its own eligibility rules, time limits and decision process, and neither is obliged to consult us before deciding. If you cannot reach the store, contact us and we will tell you what we can see about the transaction so you can take it further.
3. The 14-day right to withdraw, and why it does not apply here
If you are a consumer in the EU or the UK, you normally have 14 days to withdraw from a distance contract for digital content and get your money back, without giving a reason.
That right ends once the digital content has been delivered, if you asked for delivery to begin immediately and acknowledged that starting means losing the right. A coin pack is exactly that: the coins are credited to your balance as soon as the store confirms the purchase, and you can spend them at once. So by confirming the purchase you are asking for immediate delivery and agreeing that the 14-day withdrawal right does not survive it.
This is shown on the coin store screen before you buy, not only afterwards. Nothing in this section limits your rights where the content is faulty, was not delivered, or was not as described — those are separate rights and they are not waived.
4. Charged but no coins
If the store took your money and your balance did not change, nothing is lost. The app keeps the unfinished transaction and submits it again on the next launch, and the coins are credited once the store confirms it. This usually resolves itself without you doing anything.
If your balance is still wrong after reopening the app, contact us at info@dibzi.app with the store you bought from, the pack, and the date. We can look up the transaction against our records and credit the coins.
5. What a refund does to your balance
When a store tells us a purchase has been refunded or reversed, we take the same number of coins back off your balance. We do this whether or not you have already spent them, so the balance can go below zero. A negative balance is a debt, not a penalty: your next purchase pays it off before it credits anything, and nothing else in the app is restricted while it stands.
We do this because coins are spent the moment they are bought — on likes, picks and profile slots that other members have already seen. Clamping the balance at zero would mean a refunded purchase kept everything it paid for.
Coins you have already spent are not returned to you as coins, and features unlocked with them are not undone. A refund reverses the payment, not the play.
6. Cancelling
Coin packs are one-off purchases. There is nothing recurring to cancel, no auto-renewal, and no subscription on sale in the app. You can stop buying coins at any time by simply not buying any, and you can keep using Dibzi and every feature that does not cost coins without ever making a purchase.
7. Contact
Questions about a purchase can be sent to info@dibzi.app. Please include which store you bought from and the approximate date; we do not receive your payment details and cannot look a purchase up by card.
Dibzi is operated by ZEEG LABS, Moerkerkestraat 87B1, 3081 RP Rotterdam, the Netherlands.