This Refund Policy applies to all purchases of prepaid Credits ("Credits") made through tilochat.com ("Tilo"), operated by Treadwell Digital Ltd ("we", "us"). It forms part of our Terms of Service.
You may request a refund of the unused portion of any Credit purchase within fourteen (14) days of the date of purchase. We will refund the proportionate value of the Credits remaining on your account at the time of the request, using the original payment method.
Example: if you purchased the Regular pack (70 Credits for £24.99) and have 40 unused Credits at the time of the request, we will refund (40 ÷ 70) × £24.99 ≈ £14.28.
If you are a consumer in the European Union or United Kingdom, you generally have the right to withdraw from a digital-content contract within 14 days. By starting to use your Credits (i.e. sending your first message), you expressly acknowledge that you are consuming digital content and you accept that you lose the right of withdrawal for any Credits already spent. Unused Credits remain refundable within the 14-day window.
Email support@tilochat.com from the email address on your account with the following details:
We aim to respond within 1 business day and to process approved refunds within 5–10 business days.
If you see a charge from "TILO" or "TILOCHAT" that you don't recognise, please contact support@tilochat.com straight away. We will investigate within 24 hours.
If you believe a charge is incorrect, please contact us first, most issues can be resolved within a day. Initiating a chargeback with your bank without contacting us first may result in your account being suspended pending investigation.
Questions about refunds? Email support@tilochat.com or call 0330 880 6071 (Mon–Fri, 9am–6pm UK time).