What is the official refund process for Coins spent on profiles that are later banned?

[cr****]

I would like some clarification on the official process for requesting a refund when Coins have been spent on a profile that is subsequently suspended or removed from the platform.

For example:

A member purchases Coins and spends them on another profile. Shortly afterwards, that profile is banned because it was fake, fraudulent, or otherwise violated the platform’s rules.

I have previously been told by support that a refund can be requested in such cases, but that this does not happen automatically and the affected member has to actively initiate the process.

So what exactly is the official process?

* Where exactly can a member submit such a refund request?
* What information has to be provided?
* Is there a time limit for making the request?
* Under what circumstances will the spent Coins be refunded?
* Does the reason why the recipient account was banned affect eligibility for a refund?
* Does it make a difference whether FET itself has already determined that the account was fake, fraudulent, or otherwise violated the rules?
* Is this process documented somewhere in the Terms, Help Center, FAQ, or another publicly accessible page?

I am specifically asking about Coins or paid features that have already been consumed through an interaction with an account that was subsequently banned. I am not asking about cancelling a subscription or requesting a general refund for an App Store purchase.

I would appreciate an explanation of the actual procedure here rather than simply being referred to Support. If this is a process that potentially applies to any member who spends Coins, “please contact Support” doesn’t really answer the question of how the process works or where the applicable rules and conditions are documented for members in general.

Also, please don’t close this thread immediately after answering. Depending on the explanation, there will almost certainly be follow-up questions about how the process works in practice, and I would like to keep those questions in the same thread rather than having to open a new one each time.

Cheers,
crane

[CaraVirt]

Hello @crane_

Thanks for raising this. As you're specifically asking about the official process and conditions for refunds of Coins that have already been spent, I'd like to verify the applicable details before giving you a definitive answer.

I don't want to provide information based on assumptions or on individual past cases that may not reflect the general process.

I'm going to close the thread at this point to avoid speculation while this is being clarified. Once I have reliable information on the process and the conditions that apply, I'll post an update with the relevant details.

Thanks for your patience in the meantime.

Greetings, Carmen FET Team