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Return & Refund Policy

Last Updated: July 31, 2026

This Return & Refund Policy applies to purchases made through Sahua, including recharges, virtual coins, diamonds, digital gifts, membership benefits, subscriptions, and other digital products or services.

1. Digital Products and Recharges

Sahua provides digital products and virtual items that are delivered electronically and may be available for immediate use.

Except where required by applicable law or expressly provided in this Policy, completed recharges and purchases of digital products are final and non-refundable once the relevant virtual items have been successfully credited, activated, used, consumed, gifted, transferred, or exchanged.

If you recharge the wrong Sahua account or user ID, the recharge amount generally cannot be refunded. You may contact the recipient of the recharge to discuss the matter.

2. Eligible Refund Requests

You may contact Sahua to request a review if:

  • You were charged more than once for the same transaction;
  • Payment was completed, but the purchased virtual items were not delivered because of a verified technical issue;
  • The amount charged was different from the amount displayed at checkout;
  • The transaction was unauthorized, subject to verification;
  • The purchased service was not provided as described; or
  • A refund is required under applicable consumer-protection law.

Submitting a refund request does not guarantee approval. Sahua will review each request based on transaction records, account activity, payment-provider rules, and applicable law.

3. Non-Refundable Circumstances

Unless otherwise required by applicable law, a refund will generally not be provided when:

  • Virtual items have already been used, consumed, gifted, transferred, exchanged, or withdrawn;
  • The user changes their mind after the digital products have been successfully delivered;
  • The user entered an incorrect Sahua ID or recharged another user’s account;
  • The transaction was completed through an unauthorized payment channel;
  • The account violated Sahua’s Terms of Service;
  • The refund request contains false, incomplete, or misleading information; or
  • The request involves fraudulent conduct, chargeback abuse, or the unauthorized resale of virtual items.

4. Purchases Through Third-Party Platforms

Purchases made through the Apple App Store, Google Play, or another third-party payment provider may also be governed by that platform’s payment and refund rules.

Where the relevant platform requires refund requests to be submitted directly through its system, users must follow that platform’s refund process. Sahua does not control the platform’s final decision or processing time.

5. How to Request a Refund Review

To request a refund review, contact:

Please provide:

  • Your Sahua user ID;
  • The order or transaction number;
  • The purchase date and amount;
  • The payment method or purchasing platform;
  • The reason for the request; and
  • Relevant screenshots or payment records.

Refund requests should be submitted promptly after discovering the issue. Delayed requests may be more difficult to verify.

6. Review and Processing

Sahua aims to acknowledge refund inquiries within 2 business days.

After receiving all required information, Sahua will investigate the transaction and notify you of the result. Additional processing time may be required by banks, app stores, card issuers, or payment providers.

If a refund is approved:

  • It will generally be returned through the original payment method;
  • Related virtual items may be deducted from the account; and
  • Benefits, gifts, rewards, or transaction results associated with the refunded purchase may be cancelled or reversed.

7. Unauthorized Transactions

If you believe that a transaction was made without your authorization, contact Sahua and your payment provider immediately.

Sahua may request account information, transaction records, or proof of payment to verify the claim. Users are responsible for keeping account credentials and verification information secure.

8. Refund Abuse

Malicious or fraudulent refund requests and chargeback abuse are prohibited.

Where Sahua reasonably determines that an account has engaged in refund abuse or fraudulent activity, Sahua may take appropriate action, including:

  • Restricting recharge functions;
  • Restricting the use of virtual currency;
  • Restricting access to rooms or services;
  • Deducting improperly obtained virtual items;
  • Suspending or permanently closing the account; or
  • Restricting the relevant device, subject to applicable law.

9. Purchases Made by Minors

If a purchase was made by a minor without the authorization of a parent or legal guardian, the parent or guardian should contact Sahua promptly and provide the information required to verify the account, transaction, and relationship to the minor.

The request will be handled in accordance with applicable law and the relevant payment platform’s rules.

10. Consumer Rights

Nothing in this Policy excludes or limits any mandatory rights or remedies available under applicable consumer-protection law.

If the law applicable to your purchase provides additional cancellation, return, or refund rights, those rights will continue to apply.

11. Changes to This Policy

Sahua may update this Policy from time to time. The updated version will be published on this page, and the Last Updated date will be revised accordingly.

12. Contact Us

Sahua Customer Support