Refund Policy

Last updated: 27 August 2026

This is the authoritative statement of our refund position. Where anything in our Terms & Conditions appears to say something different, this policy applies.

Nothing in this policy affects your statutory rights.

1. The short version

• Unspent credits you paid for are refundable.
• If something you paid for did not work, we refund it.
• We refund to your original payment method, not site credit, unless you ask for credit.
• We decide within 7 days and pay within 14.
• Contact us before your bank. It is faster.

2. Your legal rights

Under the Consumer Rights Act 2015 (UK) and equivalent EU law, digital content and services you buy from us must be:

• of satisfactory quality
• fit for purpose
• as described
• supplied with reasonable care and skill

If they are not, you are entitled to a remedy. That is the law, not a goodwill gesture from us, and we cannot contract out of it.

Under the Consumer Contracts Regulations 2013 (UK) and Directive 2011/83/EU (EU) you also have a 14-day right to cancel distance purchases, subject to section 4 below.

3. Unspent credits

Credits you have paid for and not spent are your money and we will refund them on request.

This applies whether you are closing your account, changing your mind, or simply want the balance back.

Ask at toc@virtualtalk.co.uk. We refund to the card or account you paid from.

The only exceptions:

• Bonus and promotional credits we gave you free of charge have no cash value and are not refundable. Your dashboard shows paid and bonus balances separately.
• Where we have closed your account for a serious breach of our terms and forfeiture is proportionate to that breach. We will tell you if this applies and you can appeal.

We do not forfeit paid-for credits for inactivity. If we close a dormant account we will contact you first and return the balance.

4. The 14-day cancellation right

You can cancel within 14 days of purchase and get a full refund.

Once you start using digital content or services supplied immediately, you lose the right for what you have used — but only because we asked you at checkout to confirm you wanted immediate supply and acknowledged losing the right. Your unspent balance is unaffected.

To cancel, email toc@virtualtalk.co.uk or use the contact form. You can use the model cancellation form from the Regulations, but you do not have to.

5. When we refund

5.1 Something did not work

We refund in full where:

• a session dropped, froze, or had no audio or video for a material part of it
• a call failed or the line quality made it unusable
• you were charged but the service never started
• recorded content you bought will not play, is corrupted, or is not what was described
• the site or app failed in a way that stopped you using what you paid for

These are quality failures. You do not need to make a case for them. Tell us what happened and we refund the affected charge. Where a session partly worked, we refund the affected portion.

5.2 The performance was not as described

If a host's service was materially not as described or advertised, we refund the affected charge.

Hosts are independent adults, but you bought the service from us, so the remedy is ours to provide. We deal with the host separately.

5.3 Billing errors

We refund in full for duplicate charges, incorrect amounts, charges after cancellation, and charges for a subscription you had already turned off.

5.4 Unauthorised transactions

If someone used your card or account without permission, tell us immediately. We refund unauthorised transactions and will help you with your bank.

This includes a child using an adult's card. Tell us and we will refund and review how it happened.

5.5 Content removed after you bought it

If we remove content you paid for, we refund it — whether it was removed for policy reasons, at the host's request, or because it should never have been published.

5.6 If a host leaves

If you bought recorded content and the host later leaves the platform, you keep access for as long as we reasonably can provide it. If we have to withdraw it, we refund a fair proportion.

5.7 If we stop operating

We refund all unspent paid-for credits.

6. When we may not refund

We may decline where:

• the session was delivered as described and you simply changed your mind after using it
• a host ended a session because of your behaviour
• we have evidence of refund abuse across multiple claims
• the claim is made more than 90 days after the charge, and there is no good reason for the delay

If we decline, we tell you why and how to appeal. We do not decline on the basis of complaints other people have made about a host, or on the basis of other customers' comments. Your claim is decided on what happened to you.

7. How to claim

Email toc@virtualtalk.co.uk, or write to Visional Media Limited, 30 Orange Street, London WC2H 7HF.

Tell us the date, the amount, what happened, and your account email.

Complex cases may take longer. We will tell you why and when to expect a decision.

8. How we pay

To the payment method you used, as required by the Consumer Contracts Regulations.

If you would rather have site credit, we will do that instead — but only if you ask. We will never substitute credit for a cash refund without your agreement.

Refunds usually reach your account within 3 to 5 working days of us issuing them, depending on your bank.

9. If you disagree with our decision

Appeal within 30 days to toc@virtualtalk.co.uk. Someone not involved in the original decision will review it. We aim to decide within 7 days.

EU users can use the ODR platform or their national ADR body.

You can also complain to Trading Standards via the Citizens Advice consumer service on 0808 223 1133, or to your national consumer authority in the EU.

10. Chargebacks

Please come to us first. We resolve most claims within a week, which is faster than a chargeback, and it avoids your account being suspended while a dispute runs.

If you do raise a chargeback:

• we investigate and respond to your bank;
• we may suspend your account while the dispute is open;
• we will not forfeit credits you have paid for during the investigation;
• if a chargeback is upheld and the underlying claim was legitimate, nothing further happens;
• where we have evidence of deliberate chargeback abuse, we may close the account and share information with fraud prevention agencies.

11. Subscriptions

Turn off automatic renewal yourself, at any time, from your billing settings. No notice period, no need to contact us.

If you cancel mid-period, you keep access until the period ends. We do not refund part-periods unless the service failed.

If we charge you after you turned renewal off, we refund in full.

Visional Media Limited | Company number 04247285 | VAT GB877113217 | 30 Orange Street, London WC2H 7HF