Home / House rules / Refunds
The rules, from Candy's terms
House rules: who gets a Candy refund, and when
The candy ai refund policy is tight. You can ask for a refund within twenty-four hours of the payment, and only if your usage stays at twenty tokens or less. Token packs qualify only when unused, and only card payments can be refunded. People in the EU and UK have a separate right to withdraw. This page walks through the rules from Candy's Terms and Help Center, in a checklist you can run before you write to anyone.
Refund checklistCandy's Terms, section 10.4, and its Help Center.
- 1Ask within 24 hours of the payment.
- 2Have used 20 tokens or fewer (token packs: none).
- 3Have paid by card.
- 4In the EU or UK: 14 days to withdraw from the first purchase, minus what you used.
- 5Expect Premium and tokens to go once the refund goes through.
The rules
Start with timing. The request has to come within twenty-four hours of the payment. After that, Candy's rules do not give you a route to a refund, so do not wait for the weekend to think it over.
Then usage. Premium is refundable only if you have used twenty tokens or fewer. A token pack is refundable only if it is unused. Opening a couple of paid episodes can burn through the limit quickly, because each paid act takes a dozen tokens or more, so be careful before you unlock anything.
Then payment type. Only card payments can be refunded. Crypto, wallets and bank transfer are not on the list. And there is no refund for technical issues on your side, such as a weak connection or a device that will not play.
Stopping a plan ends future charges, while getting money back is its own request. Do both if you want both.
EU and UK, and what a refund does
Residents of the EU and UK have a right to withdraw within fourteen days of the initial purchase. It applies to the first purchase, not to renewals. Candy deducts a prorated amount for what you used. The Terms name a support email address for that request, listed in Candy's Terms, and we do not print it here.
A refund has consequences. After a refund or a chargeback, Candy revokes your Premium access and any remaining tokens at once. So do not request one while you still want to watch.
We cannot promise any outcome. These are the rules as Candy states them, and decisions are Candy's. Keep your payment confirmation, the date and a note of how many tokens you spent. If you have a problem with how a refund went, the contact page lets you tell us, but we do not handle Candy's payments and cannot refund you ourselves.
Questions people ask
Does Candy offer refunds?
Yes, within strict limits. You must ask inside a day of paying and have spent no more than twenty tokens. A pack of tokens qualifies only if you have not touched it, and cards are the one payment type covered.
Can I get a refund after a month?
Under Candy's general rules, no, because the window is twenty-four hours. EU and UK residents may have a fourteen-day withdrawal right on the initial purchase, but not on renewals.
What happens to my tokens if I get a refund?
Your Premium access and whatever tokens remain are taken away straight away, whether the money came back by refund or by chargeback. Keep that in mind before you ask.
Is cancelling the same as a refund?
No. One ends future billing and the other asks for your money back, under its own conditions and with its own deadline. You may need to do both.
Can I get a refund if the video will not play?
Candy says technical trouble on your side, like a weak connection or an unsupported device, is not refunded. If the fault looks like Candy's, contact its support.