Refund and Cancellation Policy

Last updated: 26 September 2026

Purchases are final once diamonds are credited

Diamonds are delivered to your HeyZi Live account automatically, usually within seconds of a successful payment. Once diamonds have been credited, the purchase is complete and is generally non-refundable — including diamonds that have since been spent on gifts, games or in-app items.

When we do refund

We will refund a payment where:

• Money was debited but diamonds were not credited to the account
• You were charged more than once for the same purchase
• Diamonds were credited to the wrong account because of an error on our side, not because of an ID you entered and confirmed yourself

How to request one

Write to [email protected] within 7 days of the transaction, including the HeyZi ID that was topped up, the amount and date, and the payment reference from your receipt email (or the recharge shown in "Recharge history on this device" on the recharge page). We will acknowledge within 3 working days.

Processing time

Approved refunds are returned to the original payment method within 7 to 10 working days. The time taken for the amount to appear depends on your bank or payment provider.

Purchases made outside this Store

Diamonds obtained other than through this official portal are not covered by this policy and we cannot verify or refund such payments.