Venus LIVE is an Adult Social & Livestreaming platform for adults aged 18 and over.
This Refund Policy explains when you can get your money back on Venus LIVE (venuslive.co.za) and how to ask for it. It forms part of our Terms of Service. Nothing in this policy takes away the rights you have under South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
1. Gold coins
In short
Unused coins bought in the last 7 days can be refunded. Coins you have already spent cannot.
Gold coins are a prepaid credit for use on Venus LIVE. They have no cash value outside the platform and cannot be exchanged for money, except as set out in this section.
If you change your mind, you may cancel a coin purchase within seven (7) days of buying it, as allowed by section 44 of ECTA, and we will refund the coins from that purchase that are still unused. Coins you have spent on gifts, tips, private shows, content, auctions or shop items are used up and cannot be refunded.
If your account was charged but the coins never arrived, or you were charged twice for the same purchase, tell us and we will either add the missing coins or refund the extra charge.
2. Gifts, tips and live shows
In short
Gifts and tips are final once sent. If a paid show did not happen because of a problem on our side, we give the coins back.
Gifts and tips sent to a model are voluntary and final once sent, because the model receives them straight away. Please check the amount before you send.
Coins spent on a private or paid show are refunded if the show did not take place, ended early because of a technical fault on Venus LIVE, or the model did not join. Dissatisfaction with a show that took place as described is not a reason for a refund.
3. Subscriptions and fan clubs
In short
You can cancel any time and keep access until the end of the month you paid for. A new subscription can be cancelled for a full refund within 7 days if you have not used it.
Monthly plans (such as THE PLAYER, THE BLESSER and THE PIMP) and model fan club subscriptions renew automatically until you cancel. You can cancel at any time from your Wallet; you keep your benefits until the end of the period you have paid for, and you will not be charged again.
You may cancel a new subscription within seven (7) days of the first payment for a full refund, provided you have not used its benefits (for example, spent the monthly coins or opened subscriber-only content). We do not refund part-months after that, unless the law requires it or the service was not provided.
4. Digital content
In short
Albums, videos and other digital items cannot be returned once unlocked, unless they are faulty or not as described.
Digital content (photo albums, videos and other downloads or unlocks) is delivered immediately. Once you have unlocked or opened it, it cannot be returned. If the content is missing, does not play, or is materially different from its description, contact us within seven (7) days and we will fix it, replace it, or refund the coins.
5. Physical products from the Marketplace
In short
You have 7 days after delivery to return unopened items. Faulty items can be returned within 6 months. Opened intimate products can only be returned if faulty.
Changed your mind: you may return a product within seven (7) days of delivery (section 44 of ECTA). The product must be unused, unopened and in its original sealed packaging. You pay the cost of returning it. We refund the purchase price within thirty (30) days of receiving it back.
Hygiene: for health and hygiene reasons, intimate products (including toys, lubricants, oils, lingerie and similar items) cannot be returned once the seal or packaging has been opened, unless they are faulty.
Faulty, damaged or wrong items: under section 56 of the CPA you may return a product that is faulty, unsafe or not what you ordered within six (6) months of delivery. You may choose a repair, a replacement or a refund, and we pay the delivery costs. Please tell us within forty-eight (48) hours if a parcel arrives damaged, with a photo of the parcel and the product.
Lost parcels: if your order does not arrive by the expected date, check its tracking under My Orders. If the courier confirms it is lost, we will send a replacement or refund you in full.
Products are sold by the models who list them. Venus LIVE handles return requests for all Marketplace orders so you only need to contact us.
6. Buyers/Sellers Protection
In short
Check your Marketplace order within 24 hours of delivery and tell us about any problem. The model is only paid after that.
Every physical item bought from the Marketplace, a model’s shop or a live auction is covered by our Buyers/Sellers Protection. You have 24 hours from delivery (when the courier marks the parcel as delivered, or when it is placed in your Pudo locker) to report a wrong, damaged or missing item through My Orders (“Help with this order”) or by emailing support@venuslive.co.za, with your order number and photos of the item and its packaging.
The model’s earnings for the order are held during those 24 hours. If you report a problem, they stay on hold while we review it, so that a replacement or refund can be arranged. If nothing is reported, the order is treated as received in good order and the model is paid. Your rights in section 5 for faulty goods and for changing your mind still apply after the 24 hours.
7. Auctions
In short
A winning bid is a binding purchase. Auction items follow the same rules as other Marketplace items once delivered.
When you win an auction you agree to buy the item. Winning bids cannot be cancelled, but the item is covered by section 5 (faulty, damaged or wrong items) once delivered.
8. When we will not refund
In short
No refunds for coins or content lost because an account was banned for breaking our rules, or for fraudulent claims.
We do not give refunds for coins, subscriptions or content where your account was suspended or closed because you broke our Terms of Service, where a request is fraudulent or abusive, or where the payment was made with a card or account that was not yours.
9. How to ask for a refund
In short
Email support@venuslive.co.za with your username, order or payment number and what went wrong. We reply within 2 business days.
Email support@venuslive.co.za with your username, the order or payment reference, the date of purchase, and a short description of the problem (with photos for damaged or faulty products). We will reply within two (2) business days.
Approved refunds are paid back to the payment method you used, within ten (10) business days of approval (bank processing times may add a few days). Coin refunds for coins that were spent on the platform are returned as coins to your Wallet.
10. Chargebacks
In short
Please contact us before asking your bank to reverse a payment. A chargeback may pause your account while we look into it.
If you have a problem with a payment, please contact us first so we can resolve it quickly. If you ask your bank to reverse a payment (a chargeback), we may pause your account and remove the related coins or content while the dispute is open. Accounts are restored once the dispute is resolved in your favour.
11. Changes to this policy
We may update this Refund Policy from time to time. The version on this page, with its “Last updated” date, applies to purchases made from that date. Purchases made earlier are handled under the policy that applied when you made them.
12. Contact us
Questions about this policy? Email support@venuslive.co.za.
