At Meet Live, we are committed to providing our users with a seamless and enjoyable experience. This Return and Refund Policy outlines the conditions under which users may request refunds or returns for transactions made on the platform. It covers both virtual gift purchases and shopping voucher transactions, ensuring that users fully understand their rights and responsibilities.
By using the Meet Live platform, you agree to the terms outlined in this policy. We encourage you to read it carefully to ensure you have a clear understanding of our processes and how we handle refunds.
1. Virtual Gifts Refund Policy
Meet Live allows users to purchase virtual gifts using Meet Points, which can be sent to streamers during live streaming sessions. These gifts are meant to enhance user engagement and interaction on the platform.
1.1. Refund Conditions for Virtual Gifts
- Finality of Purchase: Once a virtual gift is purchased and Meet Points are deducted, the transaction is considered final. This means that, generally, purchases cannot be reversed or refunded.
- System Error Refund Requests: If a user experiences an issue due to a system error (e.g., accidental purchase due to app malfunction or technical error), they may be eligible for a refund. Users must provide clear evidence of the issue for review.
- To request a refund for a system error, users must contact Meet Live support via email at [email protected] within 7 days of the incident, providing:
– A description of the issue,
– Proof of error (e.g., screenshots, transaction logs), and
– Details of the purchase.
- Refund Method: If the refund request is approved, the refund will be processed in Meet Points, which will be credited to the user’s Meet Live account. These Meet Points can be used for future purchases on the platform.
- No Refund for Sent Gifts: Once a virtual gift has been successfully sent to the streamer, no refund will be issued, even if a system error is reported. As the transaction is deemed complete once the gift is delivered, no reversal of the transaction will be made.
2. Shopping Voucher Refund Policy
Meet Live provides a marketplace where users can purchase shopping vouchers for products or services offered by participating merchants. These vouchers can be redeemed directly at the merchant’s physical store or website, as per the terms provided by the merchant.
2.1. Refund Conditions for Shopping Vouchers
- Voucher Purchase and Validity: When purchasing a shopping voucher, users must ensure they are aware of the voucher validity period. The voucher must be redeemed before the expiration date. If the user fails to redeem the voucher before the expiration, it will be automatically cancelled, and no further use will be possible.
- Refund for Unredeemed Vouchers: In the event of cancellation due to expiry, users who have not redeemed their vouchers before the expiration date will get refund and the corresponding Meet Points will be credited to the user’s account for future use.
- Failure to Redeem Due to Merchant’s Fault: If a user attempts to redeem a voucher but the merchant fails to provide the product or service as promised, the user is entitled to request a refund. The user must provide evidence of the issue (e.g., merchant refusal or product unavailability) and submit a refund request to [email protected]. If the refund request is validated, the user will receive a refund in Meet Points. Meet Live will facilitate communication between the user and the merchant but does not directly resolve disputes regarding product availability or quality.
- Non-Refundable Vouchers: If the user is dissatisfied with the product or service received through the voucher, Meet Live cannot offer a refund. These issues fall under the merchant’s responsibility for after-sales service. Any complaints related to the quality, condition, or fit of the product must be directed to the merchant from whom the voucher was redeemed.
3. Online Merchant Products Return and Refund Policy
Meet Live provides a marketplace where users can purchase products directly from participating online merchants through the Meet Live platform. These products are listed, sold, and fulfilled by the merchants, subject to their descriptions and availability. Meet Live acts as a facilitator of the transaction, while the merchants remain responsible for product quality, delivery, and compliance with applicable laws.
3.1. Eligibility for Return & Refund
- Buyers may request for a return, exchange, or refund if:
– The product is defective, damaged, or expired upon delivery.
– The product received is incorrect or missing items compared to the Order placed.
– The product is significantly not as described in the Seller’s listing (e.g. size, color, function).
– The Buyer has received a counterfeit or prohibited item.
- Items that are not eligible for return/refund include:
– Products explicitly marked as non-returnable by the Seller (e.g. perishable goods, personal care, undergarments, intimate items, clearance sale items).
– Products that have been used, damaged, or altered by the Buyer after receipt.
– Digital goods or services unless proven defective/not deliverable.
3.2. Return Request Timeline
- Buyers must submit a Return/Refund Request within 7 calendar days from the date of receipt (“Delivery Date”).
- Requests made after 7 days will be subject to the Seller’s own policy, and Meet Live will not be liable for disputes outside this period.
3.3. Return Process
- Buyer must submit a request through Meet Live Customer Service or in-app Return Request, providing:
– Order number
– Photo/video evidence of the issue
– Reason for return/refund
- Buyer must ensure the product is:
– In original condition, unused, unwashed, and unaltered
– Returned with all original packaging, tags, labels, manuals, accessories, and proof of purchase
- Return shipping:
– If the return is due to Seller’s fault (wrong item, defective, not as described), Seller bears the return shipping cost.
– If the return is due to Buyer’s change of mind, Buyer may be responsible for return shipping (only applicable if the Seller allows “change of mind” returns).
3.4. Refund Method
Once the returned product is received and verified by Seller, the refund will be processed within 7–14 working days. Refunds will be credited to the Buyer’s original payment method or Meet Live Point. In the case of partial refunds or disputes, Meet Live reserves the right to make the final decision.
3.5. Dispute Resolution
In case of disagreement between Buyer and Seller, Meet Live may step in to mediate based on provided evidence. Meet Live reserves the right to make the final determination on refund eligibility, subject to this Policy.
3.6. Seller Responsibility
- ·Seller must ensure product descriptions, images, and specifications are accurate and truthful.
- Sellers must honor this Return, Exchange & Refund Policy and cooperate with Meet Live in resolving Buyer complaints.
- Repeated violations (e.g. selling counterfeit goods, frequent complaints) may result in penalties, suspension, or removal from the Meet Live platform.
4. General Refund Terms
To ensure fairness and clarity, the following terms apply to all refunds made on Meet Live:
- Meet Points for Refunds: All approved refunds will be processed as Meet Points, which will be credited to the user’s Meet Live account. These Meet Points can then be used for subsequent purchases on the platform. Refunds will not be issued in cash or any form other than Meet Points.
- Finality of Transactions: As a general rule, once a transaction (whether for virtual gifts or shopping vouchers) has been completed and Meet Points have been deducted, it cannot be revoked. Refunds are only applicable under the specific conditions outlined in this policy.
- System Errors: Meet Live takes the integrity of our platform seriously. If a refund request is made due to a suspected system error or accidental purchase, we reserve the right to review the evidence thoroughly before deciding whether to issue a refund. All refund requests must include sufficient supporting documentation.
- Refund Request Timeframe: Refund requests must be submitted within 7 days of the original transaction or the issue occurring. Requests submitted after this period may not be eligible for a refund.
- Merchants’ Responsibility: Meet Live is a C2C merchant voucher platform, and as such, we act as an intermediary between users and merchants. We are not responsible for the product quality, availability, or condition. If there are any disputes regarding the products redeemed via vouchers, users should directly contact the merchant.
- Any issues such as defective products, incorrect orders, or dissatisfaction with the merchant’s services should be resolved by the merchant, who is fully responsible for after-sales service and product warranties.
5. How to Request a Refund
To initiate a refund request, please follow the steps outlined below:
- Email Support: Contact Meet Live Support at [email protected].
Include the following information in your email:
– Your account information (username, registered email address),
– Transaction details (date, time, voucher or gift purchased),
– Description of the issue and reason for refund request,
– Any relevant supporting documents (screenshots, proof of error, etc.). - Review Process: Once we receive your refund request, our support team will review the information and investigate the issue. We will aim to respond to your request within 5 business days. If additional information is needed, we may reach out to you.
- Refund Approval or Denial: After reviewing the request, we will notify you of the decision regarding your refund. If your refund is approved, the corresponding Meet Points will be credited to your account. If the request is denied, we will provide an explanation.
6. Changes to This Policy
Meet Live reserves the right to update or amend this Return and Refund Policy at any time, and such changes will be effective immediately upon posting on the platform. We encourage users to review this policy periodically for updates. Any material changes to this policy will be clearly communicated to users.
By continuing to use Meet Live after the effective date of any changes to this policy, you agree to the updated terms.
7. Cancellation Policy
Meet Live recognizes that users may occasionally need to cancel certain transactions or orders. This Cancellation Policy outlines the conditions under which cancellations are permitted.
7.1. Virtual Gifts
- Once a virtual gift purchase has been completed and the Meet Points deducted, the transaction cannot be cancelled.
- If the purchase was caused by a verified system error or technical glitch, users may request a refund under the Virtual Gifts Refund Policy (Section 1).
7.2. Shopping Vouchers
- Voucher purchases cannot be cancelled once payment is confirmed.
- If a user no longer wishes to use a voucher, they may allow it to expire. Refunds for unredeemed vouchers will follow the conditions stated in Section 2.
7.3. Online Merchant Products
- Orders placed with online merchants can only be cancelled if the seller has not yet processed or shipped the product.
- Cancellation requests must be submitted within 24 hours of placing the order by contacting Meet Live Customer Support or directly through the in-app cancellation feature (if available).
- If the product has already been shipped, users must follow the Return & Refund process outlined in Section 3.
7.4. General Terms for Cancellations
- Approved cancellations will be refunded in Meet Points only.
- Meet Live reserves the right to decline cancellation requests if the order has already been fulfilled or if the cancellation request does not meet the conditions set out in this policy.
Contact Information
If you have any questions regarding this Return and Refund Policy or need assistance with a refund request, please contact us at:
Email: [email protected]
We appreciate your trust in Meet Live and are committed to providing you with the best possible service and experience. Thank you for being a valued part of our community.
