Refund Policy

Last updated: October 15, 2026

We want you to be happy with GoldTwin. Here's exactly how refunds work.

Unused packs: full refund within 14 days

If you bought a pack of bars and haven't spent any bars from it, you can get a full refund within 14 days of purchase. Message us at @behaltensie on Telegram with your account email and tell us which purchase. The bars from that pack are removed from your balance and the money goes back to your original payment method.

Spent bars

When you start a video, the bars are spent on AI processing that we pay for immediately, so bars that have already been used aren't refundable — except where the law says otherwise. If you've used part of a pack, you can still ask: we'll refund the unused part where we reasonably can.

When something goes wrong

Failed generation: if a video fails on our side, the bars come back to your balance automatically — you don't need to do anything.
Broken result: if a finished video has an obvious technical defect (for example, it's corrupted, frozen, or the character is badly distorted), message us within 7 days with a screenshot or the video and we'll return the bars.
Taste: we can't refund a video just because you'd prefer a different look or trend — AI results vary, and you always see the cost before you start.

Free bars

Bars received as rewards, gifts or promotions can't be refunded or exchanged for money.

EU and UK customers

You have a 14-day right of withdrawal from a purchase. By starting a video you ask us to begin providing the digital service immediately and acknowledge that you lose the right of withdrawal for the bars you spend. Unused bars remain refundable within 14 days as described above.

How long it takes

We answer refund requests within 2 business days. Once approved, the refund is sent to your original payment method through Stripe; banks usually show it within 5–10 business days.

Before you dispute a charge

Please message us first at @behaltensie on Telegram — we'll sort it out faster than a bank dispute. If a chargeback is opened, the account may be paused while it's reviewed.