ConnectHub
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Where you bought matters
Website (Paystack) → refund through us. Google Play → request through Google within 48h, then us.
Coins
Final sale on the website. Google Play purchases keep Google's 48-hour refund right.
Unauthorized charge?
Report it to support@connecthub.love — confirmed unauthorized charges are always refunded.
How to request
Email support@connecthub.love with the date, amount and order ID — reply within 3 business days.
This Refund Policy explains when and how you can request a refund for purchases made on ConnectHub ("we", "us", "our") at connecthub.love and in the ConnectHub mobile app. By making a purchase, you agree to this policy. Where local consumer-protection law — or the rules of the store you purchased through — gives you stronger rights, those rights apply in addition to this policy.
ConnectHub purchases are made through one of two channels, and each has its own refund route. (a) WEBSITE / CARD (Paystack): purchases made at connecthub.love are processed by Paystack — request these refunds directly from us at support@connecthub.love. (b) GOOGLE PLAY: purchases made inside the Android app through Google Play billing are processed by Google — these are governed by Google Play's refund policy and are requested through Google (see section 3). Check your receipt if you are unsure: a Google Play purchase produces a Google Play order number (starting "GPA."), while a Paystack purchase produces a ConnectHub/Paystack reference.
If you purchased through Google Play, Google Play's refund policy applies. You can request a refund directly from Google within 48 hours of purchase — open play.google.com/store/account/orderhistory (or Play Store → Menu → Payments & subscriptions → Budget & order history), find the order and choose "Report a problem" / "Request a refund". Google usually decides these automatically. After 48 hours, contact us at support@connecthub.love and we will review your request and, where approved, ask Google to process the refund. Subscriptions bought through Google Play are managed in Google Play (Play Store → Payments & subscriptions → Subscriptions) — cancel there to stop future renewals; cancelling does not automatically refund the current period.
If you purchased at connecthub.love, your payment was processed by Paystack (PCI-DSS compliant). Email support@connecthub.love to request a refund — see section 8 for what to include. Approved refunds are returned to the original card or bank account through Paystack, normally within 5–10 business days depending on your bank.
You may request a full refund of your most recent subscription payment within 14 days of the charge if you have not used any premium-only features (such as advanced filters, who-viewed-you, incognito browsing, live streaming, or priority boost) during that billing period. Requests after 14 days, or after premium features have been used, are reviewed case-by-case. This 14-day window is our own policy for website/Paystack purchases — for Google Play purchases, Google's 48-hour self-service window and Google's policy apply first, and we will still review anything Google declines.
Coins are virtual in-app currency with no real-world monetary value. They are used exclusively inside ConnectHub and cannot be exchanged, withdrawn, or cashed out. Coins bought at connecthub.love (Paystack) are final and non-refundable once delivered to your balance — including unused balances and coins spent on gifts, boosts, super-likes or other perks. Coins bought through Google Play remain subject to Google Play's refund policy, including your right to request a refund from Google within 48 hours; nothing in this policy removes a right Google or your local law gives you.
If you see a ConnectHub charge you did not authorize — for example a charge made by someone else using your device, card or account — report it to us immediately at support@connecthub.love with the date, amount and any order ID or receipt. We investigate every report and will refund charges we confirm were unauthorized, and secure the account involved. If the charge was made through Google Play, also report it to Google at play.google.com/store/account/orderhistory ("Report a problem") or via Google Play support, as Google processed that payment. If your card itself has been compromised, contact your bank as well so the card can be blocked. We aim to acknowledge unauthorized-transaction reports within 24 hours.
Email support@connecthub.love from the email address registered to your account with: (1) the date of the charge, (2) the amount, (3) a brief description of the issue, (4) whether you purchased on the website or through Google Play, and (5) the order ID or receipt if available (Google Play order IDs begin with "GPA."). We respond within 3 business days. Approved refunds are returned to the original payment method — through Paystack for website purchases, or through Google for Google Play purchases.
Regardless of the rules above, we will issue a full refund if: (a) you were charged in error or twice for the same purchase; (b) the service was unavailable for an extended period preventing you from using what you paid for; (c) your account was wrongly suspended and the suspension is overturned; (d) the charge was unauthorized (section 7); or (e) you are required by applicable law to receive a refund.
We will generally not issue refunds when: (a) the applicable refund window has passed; (b) your account was suspended for violating our Terms of Service; (c) coins have already been spent on in-app activities; or (d) you are dissatisfied with matches, messages, or the experience of meeting other users — we cannot guarantee romantic outcomes.
If you have a problem with a charge, please contact us — or, for Google Play purchases, Google — before disputing it with your bank or card issuer. Chargebacks raised without first contacting us may result in your account being suspended pending review, because we need to investigate the dispute. This does not limit your legal right to dispute a genuinely unauthorized charge with your bank; we simply resolve most issues faster and more fully than a chargeback can.
Website payments are processed by Paystack, a PCI-DSS compliant provider. Android in-app purchases made through Google Play are processed by Google. Refunds are always issued through the same provider that processed the original payment. ConnectHub does not store full card numbers on its servers.
We may update this Refund Policy from time to time. The updated policy will be posted on this page with a revised "Last updated" date. Material changes will be communicated by email or in-app notification. Your continued use of ConnectHub after changes take effect constitutes acceptance of the updated policy.
For refund requests, unauthorized-transaction reports, or questions about this policy, contact us at support@connecthub.love. For general account or technical issues, please use the same address. We aim to respond within 24 hours during business days.
Email us from your registered address with your charge details and we'll sort it out within 3 business days.
support@connecthub.love