Refund Policy
When NTC refunds VIP, credit packs and Concierge Match, and how to ask.
Version 2026.11.05
Last updated: November 5, 2026
Status: Published
VIP membership
You can cancel at any time and keep VIP until the end of the month you paid for. We don’t refund part-used months, except where the law requires it or if VIP was charged twice or never activated.
Credit packs
If you haven’t spent any credits from a pack, you can ask for a refund within 14 days of buying it. Credits you have already spent, and free credits from rewards, can’t be refunded. Duplicate charges are always refunded.
Concierge Match
If we miss the 24-hour delivery time, the credits you spent come back automatically — you don’t need to ask.
EU and UK customers
If you live in the EU or UK you have 14 days to cancel a purchase. By starting VIP or spending credits straight away, you ask us to begin immediately and accept that the right to cancel ends for what you have already used.
Crypto payments
Refunds for payments made in crypto are sent in the same currency to the wallet Stripe has on record, or another way we agree with you.
How to ask
Use the Support page and choose “Refund request”. Include your payment email and the Stripe receipt or payment reference. Please contact us before disputing a charge with your bank so we can fix it quickly.