Last Updated May 2023
Also, in the event that you pre-decease before the end of the Services, your estate shall be entitled to a refund of the unused portion of the Services. In the event that you become disabled with a condition that precludes you from using the Services (as verified in writing by a physician) for a period of greater than six months, you shall be entitled to a refund of that portion of any payment you had made for the Services which is allocable to the period after your disability by providing us notice in the same manner as you request a refund as set forth above.
Generally, if you are accepted as a Tawkify client, as described in Tawkify's Service Agreement, all purchases from Tawkify are FINAL, although special terms may apply if you live in certain states as set forth above or if there are special circumstances described herein. If you are not accepted as a Tawkify Client, your payment, and any applicable deposit, will be refunded in accordance with the process below.
Membership Subscriptions. Non-match inclusive, “Membership Subscription” services are offered and include availability for matching with Tawkify Clients only. Membership subscriptions provide one (1) year of potential matching and are non-refundable, and non-transferrable, in all circumstances. Members may put their membership "on hold" for a period of 3 months or cancel at any time if they want to opt out of matching by notifying email@example.com. Tawkify reserves the right to terminate membership without refund and refuse future service for: problematic date conduct; repeated unavailability and/or date cancellation; and, inappropriate or discourteous behavior toward any Tawkify customer or team member. None of the foregoing terms apply to Membership Subscriptions.
Client Subscriptions. The match inclusive Tawkify services (Match Package) are offered as “VIP” or “Classic” and may include a designated number of matches, plus personal coaching sessions, according to your choice of Tawkify’s match package options, to be used consecutively until completion of your service package.
All clients are purchasing Tawkify’s Services. You are not only purchasing a specific number of matches, you are also purchasing time spent with a matchmaker, and internal Tawkify support teams, and their interactions and insights with you pursuant to their service of your experience. Part of this insight may include date conduct insights, date preparation, and general dating advice. In addition, you are purchasing, via the implementation of your matchmaker in conjunction with internal support teams, access to Tawkify’s proprietary matching technology and candidate pool.
If you have purchased a VIP service package, you are also purchasing, in addition to the services listed above, the immediate commencement of the services of one of Tawkify’s premier matchmakers, national candidate searching, and targeted candidate recruiting.
Some match package service offerings may offer a designated number of personal coaching sessions (“coaching sessions”) with a certified Tawkify coach. The coaching sessions are merged into the total match package price and are an inextricable part thereof. As such, the coaching sessions are non-refundable and non-transferable under any circumstances. Additional coaching sessions, referred to herein as “Relationship Coaching Renewal Sessions,” may be available for purchase at the close of the gratuitous sessions described above, or as a separate service offering. All purchased coaching sessions are deemed non-refundable and non-transferable and subject to the refund policies set forth below.
This Cancellation and Refund Policy (“Policy”) offers resolution and remedies tailored to your experience and the value you have gained from your experience. You acknowledge and agree that, as of the date of your selection as a Client, Tawkify has already commenced preparing for and actually performing the Services, and that our fees will be deemed to have been earned on the Effective Date and will thereafter be non-refundable except as set forth herein.
This Cancellation and Refund Policy applies to all new Tawkify clients regardless of designated package status, including: VIP and Classic clients; all clients renewing their Tawkify service, aka “renewal clients”; as well as seasonal, holiday, and promotional packages. The Policy also applies to Tawkify’s personal coaching services, offered for purchase in addition to matchmaking services.
Non-Refundable Services: All purchases are non-refundable unless stipulated otherwise at time of purchase. As set forth below, any refund sought shall be subject to limited circumstances and may be awarded up to a maximum amount of 50% of the total service price, after a review of your experience. For VIP services a $10,000 VIP Engagement Retainer (“Retainer”) will be kept in all circumstances and any refund amount awarded shall be up to 50% of the total service price after first deducting the retainer and any applicable sales or promotional discounts. You agree that the Retainer is not in any way to be construed as a refundable deposit.
Services Stipulated “Refundable” At Time of Purchase: For any purchase stipulated to be “refundable”, a non-refundable “Onboarding and General Services Fee" equal to 50% of the total price of the package less any applicable sales or promotional discounts, and the entirety of the VIP Engagement Retainer, if applicable, is retained in all cases. If there is any remaining value for un-started and/or unused Match Cycles beyond the non-refundable portion, that portion equaling the value of any un-started and/or unused matches will be refunded. This policy applies to all Classic and VIP clients and is only available in the event you have been successfully matched after purchasing a Refundable Service, as set forth below.
Refund for Successful Matching: If you have purchased a refundable service package and are successfully matched prior to using all of your matches then you may be eligible for 1) a pro-rata refund of any unstarted or unused match cycles as specified above, or 2) request to waive any refundable portion of your unused balance as a successful match gratuity. Under this Agreement “Successful Matching” is defined as an introduction to a person, via a Tawkify matchmaker, with whom you have commenced an exclusive romantic relationship. This policy applies solely to service packages designated refundable at time of purchase.
Documentation Required for Successful Matching: In order to obtain a refund for Successful Matching, you will be required to submit a form of documentation verifying the match and made available for possible marketing use and publication by Tawkify. Some examples of such documentation may include one or all of the following: a testimonial regarding your Tawkify experience and the successful match; a brief video recounting the story of the match; a photo shoot celebrating the match; a social media review of your Tawkify experience confirming the match; an anonymized success story; and/or, an affirmation from your match authenticating the success of the match.
Other Remedies: Although a refund may not be available, we offer other remedies as necessary in the resolution of cancellation matters. These are:
Non-Refundable / Non-Transferable Promotional Bonus Matches: From time to time Tawkify may offer seasonal promotional service packages. These packages may be in the form of matches added to one or more of Tawkify’s Classic match packages upon purchase of the services. These matches will be referred to as “Bonus Matches”. Bonus Matches shall have no refundable nor transferable value and shall be used exclusively at the completion of the purchased portion of your match service. Moreover, Bonus Matches will be wholly excluded from any refund calculation pursuant to the pro-rata refund circumstances described above and will not impact the eligible Pausing period.
Welcome Meeting Consultations and Deposits: Tawkify offers a one-time meeting with a matchmaker for you to gain insight into your dating needs and to determine whether the service is right for you. This meeting is referred to as a “Welcome Meeting Consultation''. Welcome Meeting Consultations are non-refundable and non-transferable. If you decide to purchase a full Tawkify service package after your Welcome Meeting Consultation, the price of the Consultation shall be applied as a credit towards the purchase. Such credit shall be forfeited unless redeemed within sixty (60) days. Any deposits made in order to secure a pending Tawkify service package will be fully refundable after notice of your intention not to purchase a Tawkify service package. Deposits shall be held for a maximum of 60 days and thereafter be refunded in the event Tawkify has not received notice of your intention to purchase.
MATCH FORFEIT AND CIRCUMSTANCES AFFECTING REFUND
Temporary Halt of Service: If you have purchased a Match Package, then you will receive the diligence of your matchmaker’s search for dating candidates pursuant to the “Match Cycle”. The complete Match Cycle, in chronological order, is: (1) Searching/Screening of Candidates, (2) Candidate Presentation, (3) Date Planning, (4) Date Participation, and (5) Date Feedback. If you want to temporarily halt your experience for a period of 3 weeks or less, you must provide written notice to firstname.lastname@example.org within 48 hours of the date upon which you receive the feedback summary from your matchmaker. If you do not timely inform your matchmaker of your desire to temporarily halt your experience, then you will forfeit a match and be charged for the Match Cycle. This amount shall be in addition to the Onboarding and General Services Fee, and VIP Engagement Retainer, as applicable, described above.
Pausing Service and Forfeit / Refund Pursuant to Pause Period: If you want to pause your experience for longer than 3 weeks pursuant to a period allowable by your match package as set forth above under Other Remedies, you must provide written notice to email@example.com within 48 hours of the date upon which you receive the feedback summary from your matchmaker. If you do not timely inform your matchmaker of your desire to pause your experience, then you will forfeit a match and be charged for the Match Cycle. This amount shall be in addition to the Onboarding and General Services Fee and VIP Engagement Retainer, as applicable, described above.
In addition, you may "pause" the Services for up to a total of three (3) months ("Pause Period"), as set forth above, under Other Remedies. However, after the designated Pause Period ends, Tawkify may terminate your account if you do not continue to actively utilize Tawkify’s Services by notifying firstname.lastname@example.org of your intent to do so prior to the expiration of the pause period. Upon such termination you may forfeit your unused matches. If, in exercise of Tawkify’s sole discretion, you are entitled to a refund then any refund shall be partial only, and subject to the deduction of the Onboarding and General Service Fee, VIP Engagement Retainer, and any Discounts as applicable, from the total price of your service package. In no case will the refund exceed 50% of the total package price.
Tawkify Termination Based on Participation / Conduct: In addition, if: (1) you consistently or repeatedly refuse an introduction to selected matches; (2) you exhibit a problematic or repeated lack of availability to either the matchmaker or to your matches; (3) matches report to us that you behaved poorly; (4) you provided false or misleading information to either us or to selected matches; or (5) you violate any of the terms of your agreement with us, you will forfeit matches and we may terminate your account if we are unable to satisfactorily resolve such issue in our sole discretion. You will then lose any unused matches and you will not be entitled to a refund for the Services.
Remedies and Refund Based on Service Concerns: Any concerns regarding the Service must be brought to the attention of our Client Success Team by contacting email@example.com within a reasonable time. In reviewing your service concerns, our client Success Team may offer to remedy your concerns by one or both of the following: 1) transferring you to a new matchmaker; and/or 2) awarding you with one or more Bonus Matches. Bonus Matches shall have no refundable nor transferable value and shall be used exclusively at the completion of the purchased portion of your match service. Moreover, Bonus Matches will be wholly excluded from any refund calculation pursuant to the pro-rata refund circumstances described above and cannot be used to extend the number of pause periods available to you.
In the event that we are unable to secure reasonably appropriate matches for you after working with your matchmaker, we, along with the matchmaker, will work with you to determine the appropriate process for moving forward. If we are unable to resolve the issue, you may be entitled to a partial refund for undelivered Services only, as set forth above under Non-Refundable Services. Any such refund does not include the Onboarding and General Services Fee nor the VIP Engagement Retainer, as applicable.
CANCELLATION AND REFUND PROCEDURE
Purchases made via Automated Clearing House (“ACH”). If you purchased services by means of an automated clearing house system (ACH) your refund may be subject to delay due to bank processing. Tawkify is not liable for such delays to refund processing under any statutes, regulations, policies, or other laws governing refund processing durations. Refunds granted for purchases made via ACH after two (2) years from date of purchase will not be available through an electronic payment processor and will be administered manually by bank check. Purchases made in full via ACH for VIP services shall remain subject to the $10,000 VIP Engagement Retainer policy contained herein.
Notwithstanding anything to the contrary, any refund set forth in this Cancellation and Refund Policy is calculated on a pro rata basis for unused Match Cycles after subtracting the Onboarding and General Service Fee from the total amount paid for the applicable package. You must sign Tawkify’s standard Settlement and Release Agreement to accept your refund.
You must use our refund process prior to initiating any refund remedy (including any "chargeback" or other refund programs) directly through your banking institution. If you do so prior to going through our refund process, we will consider your refund request null and void, and we will no longer be able to assist you with your request. In the event that your banking or credit institutions resolve your claim in Tawkify’s favor, then you will forfeit any and all remaining Services and will not be refunded.
TERMINATION OF SERVICES
This Cancellation and Refund Policy sets forth your sole and exclusive remedy and Tawkify's sole liability for any dissatisfaction you may have with any of the Services. Tawkify reserves the right to modify the Website and Terms of Service at our sole discretion. If you have any questions or concerns relative to this Cancellation and Refund Policy, please email us at: firstname.lastname@example.org