Send a request promptly
Email support@candymail.ai with your account email, payment date, receipt reference and a clear statement that you are requesting a refund. Explain the issue. Do not include a password or full card details.
Our standard published subscription refund conditions include a request within 24 hours of payment, no more than 20 tokens used, and an eligible card payment. These conditions do not make a refund automatic: support checks the request.
Purchase type and region matter
Token-package refunds have separate usage conditions. The Terms of Service also set out a separate EU/UK withdrawal provision for an initial purchase, including a 14-day period and treatment of services already used. That provision is distinct from the standard 24-hour policy and does not apply to renewals in the same way.
Read the current terms for your purchase and region. Support can confirm which conditions apply; do not assume one short rule covers every payment.
Do you also want to stop renewal?
Check the subscription status in Settings. Sending a general billing question is not the same as completing cancellation. Keep the request and cancellation confirmation so you can track each task separately.