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You paid for Candy AI and now you want the money back. The answer depends on three things almost nobody checks before emailing support: how many hours have passed, how many tokens you have used, and which country you live in. Candy AI (operated by EverAI Limited, Malta) publishes those conditions in its own contract, section 10.4, and they are not ambiguous — they are four hard rules.
This page does not guess. We copied the literal wording from the Terms of Service (revised 22 September 2026), cross-checked it against the official help centre, and read the public comments users leave under those same help articles. With that you can tell in two minutes whether your case qualifies, what to write, and what to do when the answer is “no”.
🏆 The short answer: there are three different doors
Most people mix up three separate things: asking for a refund, cancelling the subscription, and the European right of withdrawal. They are not the same request and they do not go through the same channel.
| Your situation | Money back? | What applies | Real deadline |
|---|---|---|---|
| Paid less than 24 h ago and used ≤ 20 tokens (subscription) | ✅ Yes | Section 10.4.1 refund to your card | You must ask within 24 h |
| Bought a token pack and used even 1 token | ❌ No | Contract excludes it (10.4.2) | — |
| You are in the EU or UK and it is under 14 days since the initial purchase | ✅ Yes | Statutory withdrawal (10.4.3) | 14 days from the confirmation email |
| Paid days ago, used the app, not in the EU/UK | ❌ No, per contract | Cancel so it does not renew (10.2) | Access until the paid period ends |
| Your content was moderated or removed | ❌ No | Explicitly excluded (10.4.4) | — |
In plain terms: if you have been using the platform every day for a week, the commercial refund is closed by contract. What you can still do is stop the renewal — and, if you are in Europe, use a legal route most users never hear about.
What the Candy AI contract actually says about refunds
The Terms of Service are written in English and the English version controls, even where a translation exists. Here is what the five relevant subsections say, stripped of decoration.
10.4.1 — Subscriptions: 24 hours and 20 tokens
“You have 24 hours after your payment to request a refund. No refunds will be issued if your request is made more than 24 hours after you have paid our services. However, regardless of the time elapsed before you request a refund, it will be denied if you have used more than 20 tokens.”
Two cumulative conditions: within 24 hours and below 20 tokens. The second sentence is the one people skip — you can email after ten minutes and still be denied if you burned more than 20 tokens.
10.4.2 — Token packs: touch a token, lose the refund
“It will be denied if you have used your tokens.”
Here the threshold is stricter: zero. Not twenty. If you bought a token pack and used one token, the purchase counts as consumed. That is the distinction almost no “candy ai refund” guide explains, and it explains a large share of the refusals people report.
10.4.3 — EU and UK: 14-day right of withdrawal
“If you reside in the EU or UK, you have the right to withdraw from your contract within 14 days of the initial purchase without giving any reason.”
This is the most important paragraph on the page. If you live in the EU or the UK you have 14 days from the purchase confirmation email to withdraw, no justification needed, and the refund covers “any amounts paid”. It is a statutory right, not a commercial courtesy: it does not depend on whether you used 20 tokens or 200.
Two limits the contract itself states:
- It applies to the initial purchase, not to renewals (section 10.2 covers renewals separately).
- You meet the deadline by sending your withdrawal statement before day 14 — not by waiting for their reply.
10.4.4 and 10.4.5 — Moderation and platform changes: never refundable
If content was removed for breaking the policies, or if the platform changes or removes features, the contract explicitly excludes refunds for those payments. Do not spend forty minutes drafting an email on that basis.
10.2 — Cancelling is not refunding
“Upon cancellation of your subscription, you will retain access to your account and all associated features until the end of the current billing period.”
Cancelling stops the renewal, not the period you already paid for: you keep access until the paid date. If you are refunded, the subscription is treated as cancelled immediately. Two different clocks — know which one you are moving.
How to request the refund, step by step (with the email template)
If your case fits section 10.4.1, this is the exact order. The channel is email: [email protected], the address printed in the contract and in the withdrawal form.
Step 1 — Check you are inside the window before writing
Look at the charge time in your bank app or payment receipt and count the hours. Then open your account and review usage: if you generated images, used voice calls or requested content, you are most likely above 20 tokens. In that case the refund email will not succeed — what applies is withdrawal (if EU/UK) or cancellation.
Step 2 — Write from the account email
Support needs to identify the account. An email from a different address slows the case down or blocks it entirely. Clear subject line, no drama:
Subject: Refund request — subscription purchased on [date and time] — account [email]
Step 3 — Use this template (copy and fill in)
Hello,
I am requesting a refund for my Candy AI subscription purchased on
[DATE + TIME, with timezone], under Section 10.4.1 of your Terms of Service.
Account email: [EMAIL]
Payment method: card ending [LAST 4]
Transaction / invoice ID: [ID if visible in your account or receipt]
At the time of this request, less than 24 hours have passed since the payment
and I have used [N] tokens, which is within the 20-token limit in Section 10.4.1.
Please confirm the refund and the cancellation of the subscription in writing.
Thank you,
[NAME]Three details that improve your odds: time with timezone (the limit is 24 exact hours), tokens used (you save them the look-up and show you know the rule), and written confirmation requested (useful later if you have to dispute the charge with your bank).
Step 4 — If you are in the EU or UK, add the withdrawal paragraph
Section 10.4.3 needs no justification and no token count. Add this at the end:
Additionally, as a consumer residing in the EU/UK, I exercise my right of
withdrawal under Section 10.4.3 of your Terms of Service within 14 days of the
initial purchase. Please treat this email as my unequivocal statement of
withdrawal. A refund of all amounts paid is requested.The contract also allows the model withdrawal form printed at the end of the Terms of Service. It is not mandatory, but in a borderline case attaching it removes any argument about form.
Step 5 — What to expect, and what to do if nobody answers
Under the help centre’s own public comments you will find users reporting weeks without an answer, and others saying they wrote “within an hour” and still got no money back. That is not a statistic, it is a recurring pattern: email is the slow route. If there is no reply and no credit after five to seven business days:
- Reply in the same thread (do not open a new one) and ask for a ticket number.
- Keep screenshots of the charge and of your email — those are the two documents your bank will ask for.
- As a last resort there is a chargeback with your card issuer. It is the cardholder’s right, but it has consequences: the account can be blocked and, if the bank rules against you, you can end up with a closed account and no access. Use it with the email and screenshots in hand, never as a gamble.
The door almost nobody uses: 14 days of EU/UK withdrawal
This is the part that changes the outcome for most European readers, and the part coupon pages never mention because it generates no affiliate clicks.
Why withdrawal beats the commercial refund
The section 10.4.1 refund is a company policy: 24 hours and 20 tokens. The section 10.4.3 withdrawal is a consumer right in the EU and UK: 14 days, no reason required, covering “any amounts paid”. When both exist, the second is not limited by the first. Bought the annual plan a week ago and used the app normally? You are still inside the 14 days even though you are far past 20 tokens.
The three real limits of withdrawal
- Initial purchase only. Automatic renewals are excluded. Six months of renewals cannot be withdrawn; you can stop the next one (section 10.2).
- The clock starts with the confirmation email, not with your first chat. Keep that email — it is your proof of date.
- Moderated content still excluded. Section 10.4.4 applies regardless: content removed for policy breaches is not refundable.
How to cancel the subscription without deleting your account
Cancelling is a different, much simpler operation. The official path published in the Candy AI help centre is:
- Log in to your Candy AI account.
- Open the “My Profile” menu.
- Go to “Settings”.
- Scroll to the bottom: your subscription details and the “Unsubscribe” button are there.
- Click “Unsubscribe” and confirm the prompts.
The mistake that leaves people paying: deleting the account instead
In the public comments under that same help article, a user describes exactly this: on the mobile web version there was no “Unsubscribe” button, only “Delete Account”, so they deleted the account — and then asked whether that cancelled the subscription automatically.
The practical answer: do not assume it did. Deleting an account and cancelling a subscription are separate actions on almost every subscription platform, and the Candy AI contract handles cancellation (10.2) and account closure in different sections. Delete the account while the recurring charge is live and you lose the panel that let you cancel. Unsubscribe first, delete later if you want.
How to confirm the cancellation landed
- Screenshot the confirmation screen.
- Look for the cancellation email; if it has not arrived in 24 h, open a ticket and ask for written confirmation.
- Check your statement on the next renewal date: a charge after cancelling gives you two documents (screenshot + email) for a claim.
What happens to your tokens, character and memory when you cancel
Cancelling does not wipe anything immediately: access continues to the end of the period you already paid (10.2). But it is worth knowing what stays and what goes, because it is the question that comes up most in forums.
Tokens: spendable, not refundable
Tokens left over at cancellation do not convert into money. And if you ask for a refund on a used token pack, section 10.4.2 excludes it. Practical consequence: do not buy a large pack “to try it out” unless you are sure you are staying. The token pack is the least protected product in the catalogue.
Your character and memory: export before you go
If you have spent weeks building a character with long memory, account closure is irreversible and the contract offers no restoration of content deleted for inactivity. Before you cancel, save screenshots of the conversations that matter and, if you plan to come back, note down the personality prompt you used. A character can be rebuilt; the history cannot. How that memory actually behaves is covered in our Candy AI long-term memory guide.
Refund, cancellation or chargeback: which one to pick
| Route | When it works | Real cost | Risk |
|---|---|---|---|
| Commercial refund (10.4.1) | < 24 h and ≤ 20 tokens, card payment | 10 minutes + days of waiting | Low. Worst case is a “no” |
| EU/UK withdrawal (10.4.3) | < 14 days from the initial purchase, EU/UK resident | 10 minutes + persistence | Low. It is written in their own contract |
| Chargeback (bank) | Unrecognised charge, or an ignored refund you can document | 20-40 minutes + forms | High. Account may be blocked |
| Cancellation (10.2) | Always | 5 minutes | None. No money back, stops the renewal |
Simple decision rule: if you are in Europe and inside 14 days, start with withdrawal. Outside that window and past the 24 hours, there is no refund: cancel and use what you already paid for until the period ends.
The 6 real reasons refunds get denied
- You went past 20 tokens. The most common one: a couple of generated images or one voice-call session is enough to cross the section 10.4.1 threshold.
- You bought a token pack and used it. Threshold there is zero (10.4.2), not twenty.
- You paid with something other than a card. The contract limits refunds to card purchases; pay another way and that route closes.
- You cite a technical problem on your side. Section 10.4.1 explicitly excludes user-side technical issues (browser, connection, device).
- More than 24 hours passed. There is no grace period: the wording is “no refunds will be issued”.
- The reason is moderated content or changed features. Sections 10.4.4 and 10.4.5 exclude those without exception.
If your case is 1, 2 or 5 and you are in the EU/UK within 14 days, you are not out of options — you are using the wrong door. Change the section in your email.
Before you pay: the 72-hour protocol so you never need a refund
The most effective way to avoid a refund fight is not to pay before you know the platform suits you. Candy AI lets you do exactly that, and almost nobody uses it.
1. Spend the first days on the free plan, not the first minutes
Signing up includes 50 free tokens with no card, and the free plan has clear limits on messages, characters and images. That is the stretch where you decide whether the tone, the memory and the image quality are what you wanted. If 72 hours in you still do not feel “this is it”, do not pay: there is no reason to gamble a 24-hour refund window.
2. Pick monthly before annual on your first purchase
The annual plan is far cheaper per month — $71.88/year versus $155.88/year billed monthly — but it is precisely the scenario where a refund hurts most: you pay up front, and EU withdrawal only covers that initial purchase, never renewals. Full numbers in Candy AI pricing 2026.
3. Save the confirmation email the same day
It is the document that starts the 14-day withdrawal clock and the one your bank will want if you ever dispute the charge. A folder called “subscriptions” with three screenshots saves you the expensive argument.
| Decision | When | Why |
|---|---|---|
| Stay on free | First 72 h | 50 tokens, no card, zero risk |
| Monthly | First month | Short, cheap exit window |
| Annual | After 2-3 months of real use | Real saving, but no refund margin |
| Token pack | Only if you know your usage | Least protected product (10.4.2) |
And if you decide the platform is not for you, there is life elsewhere: Candy AI alternatives compares options with more generous free tiers, and is an AI girlfriend worth it? does the real cost-per-hour maths.
Before subscribing to any plan it is also worth reading how Candy AI’s security and privacy work — discreet billing included — and, if you are going to pay, going through the Candy AI discount code so you do not overpay. For the wider picture, the full Candy AI review and the mobile guide cover what no refund policy will ever explain.
FAQ
How long do I have to request a Candy AI refund?
24 hours from payment for the commercial route (section 10.4.1), provided you used 20 tokens or fewer and paid by card. If you live in the EU or UK you also have 14 days from the initial purchase confirmation email under the statutory right of withdrawal (section 10.4.3).
Can I still get a refund if I already used the app?
Not through the commercial route: once you are above 20 tokens, section 10.4.1 denies it even if you write the same day. The real exception is EU/UK withdrawal within 14 days, which is not conditioned on token usage.
Can I get a refund on a token pack?
Only if you have used none of the pack’s tokens and less than 24 hours have passed. Section 10.4.2 is stricter than the subscription rule: the threshold is zero, not twenty.
How do I cancel without deleting my account?
Log in, open “My Profile”, go to “Settings” and scroll to the bottom: the “Unsubscribe” button is there. Confirm it and keep a screenshot. Do not use “Delete Account” as a substitute — they are separate actions, and you can lose access to the panel that let you cancel.
What happens to my leftover tokens if I cancel?
Access continues until the end of the period you already paid for (section 10.2), but remaining tokens do not convert into money and are not refunded once the pack has been used.
Is a chargeback with my bank worth it?
It is the last resort, not the first. It works when there is an unrecognised charge, or when you have your email and a written refusal — but it can end with a blocked account. Exhaust EU/UK withdrawal first if it applies to you.
Related reading: Candy AI pricing 2026 · Full Candy AI review · Free trial without a card · Candy AI alternatives · Security and privacy · Discount code · Is it worth it? Cost vs value · Mobile guide 2026