Get your unused balance back

Money on your balance that has not been used yet can be refunded. Money already used for licences or for LanaChat's share of your sales cannot. Here is how it works, from section 8 of the Terms of Service.

The rule #

• Unused balance is refunded through support, on request made within 30 days of the top-up.
• It goes back in the same asset, to the same wallet (or payment method) it came from.
• Any network or processor fee is deducted from the refund.
• Balance already consumed by licences or by the share of sales is not refundable.
• Licences you bought are not refundable, but they never expire: they wait in your stock until you need them, or move to another account. See Buy licences.

When the 30 days do not apply #

Your unused balance is refunded whatever its age when:

• LanaChat changes its prices and you do not agree: you can stop and ask for your unused balance back. Price changes are announced at least 30 days ahead, in the Console or by email.
• LanaChat ends the contract for convenience (with 30 days' notice): your unused balance and the value of your unused licences are refunded.

How to ask #

There is no refund button in the Console. Write to support with your workspace name and the deposit you want refunded (date and amount, as shown in Billing, Top up tab, Recent deposits). Use the help bubble at the bottom right of the Console, or Contact support at the bottom of these guides.

Not the same thing #

• Affiliate earnings are not prepaid balance: they can be withdrawn from $500. See The affiliate program.
• Refunds to fans happen with Telegram or your payment provider, never on your LanaChat balance. See Refunds and chargebacks.