Official Policy Document · saved July 21, 2026
Last updated: July 21, 2026
This policy explains how cancellations, refunds, and failed/duplicate payments are handled across BuddyCinemas' access models — subscriptions, rentals, purchases, and tokens — for both Newtact Lab Private Limited (India billing) and Thaja FZE LLC (rest-of-world billing).
You can cancel your subscription at any time from your account settings. Cancellation stops future renewals but does not end your access immediately — you keep access to subscription-eligible content for the remainder of the billing cycle you've already paid for. We do not provide partial refunds for the unused portion of a billing cycle, except where required by applicable law. If a plan's price is increasing, we will notify you in advance of your next renewal so you have the opportunity to cancel before being charged the new price.
A rental is non-refundable once you press play and the rental window (typically 24–72 hours, shown at checkout) begins. If a rental was purchased but never played, and the rental window has not yet started, you may request a refund within 48 hours of purchase by contacting hello@buddycinemas.com. If a rental fails to play due to a verified technical fault on our side (for example, a DRM or manifest error we can confirm from playback/error logs), we will refund it or grant an equivalent token credit, at your choice.
Permanent purchases are non-refundable once granted, except where the content is later found to be technically defective (unplayable) and we cannot fix it within a reasonable time, or where required by applicable consumer-protection law.
Bonus Tokens are earned free of charge (rewarded ads, daily check-ins, scratch cards, referrals) and have no cash value — they are not refundable or exchangeable for money under any circumstance.
Paid Tokens are purchased with real money on the web. Once a Paid Token purchase is credited to your wallet, it is final and non-refundable, except: (a) where required by applicable consumer law, or (b) where a payment error (see §5) resulted in tokens being credited without a corresponding successful charge, or a charge without tokens being credited. Token unlocks (spending tokens to access a title) are also final once the content becomes playable, since token unlocks work the same way as any other one-time purchase. Token expiry (if any) and spend order (bonus-first) are shown in your in-app wallet and ledger, consistent with our published unlock/spend policy.
We use idempotency keys on every payment, so a network retry should never charge you twice or grant tokens/entitlements twice. If you nonetheless notice a duplicate charge, a charge without corresponding access/tokens, or any billing discrepancy, contact hello@buddycinemas.com with your payment reference (visible in your invoice/receipt) and we will investigate and correct it — including a refund of any confirmed erroneous or duplicate charge — typically within 5–10 business days of confirming the error, subject to your payment processor's own settlement timelines.
Approved refunds are returned to the original payment method used for the transaction:
If you initiate a chargeback with your bank or card issuer before contacting us, we may need to suspend the related account/entitlement pending the outcome, since a chargeback reverses funds outside our own refund process. We encourage you to contact hello@buddycinemas.com first — most billing issues can be resolved faster this way than through a bank dispute.
Email hello@buddycinemas.com with: your account email, the transaction/invoice reference, and a short description of the issue. We aim to acknowledge refund requests within 1–2 business days.
hello@buddycinemas.com · See also our Terms of Use (§5–6) for how subscriptions, rentals, purchases, and tokens work.