How do I file for a refund?

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Are you seeing unfamiliar charges from IMVU on your account? No need to worry, we can help you out! However, please note that IMVU has some very specific refund rules in place. Note that refunds may only be requested for the following reasons:

• Multiple charges appearing for a single transaction

• Unauthorized charges, as verified by the owner of the payment method used (Credit/Debit Card or PayPal)

• Billing errors due to a system issue

IMVU Refund Policy

All purchases made, whether credits, upgrades, or virtual products (i.e., from the catalog) are final. We cannot process refunds outside of the aforementioned instances. Also, IMVU takes account security very seriously. This is why refunds may only be requested by the owner of the payment method used. In order to verify this, we need to request for the following information upon contact:

• If the charge was made via credit/debit card – name, last 4 digits of the card number, billing address, and expiration date on the card.

• If via PayPal – PayPal email address

Note that disputing a charge directly from the bank will disable the account/s which received the disputed order/s. In order to reactivate these accounts, the disputed amount will have to be settled again plus a maximum of $50 administrative fee.

There are also some instances when a refund cannot be processed:

• If an order was made through mobile. Please contact your mobile payment processor for further assistance.

• Refunds for in-app (IMVU Mobile) purchases have a different process – please check this article for more information.

• If an order was made more than 120 days ago for credit/debit card and more than 180 days ago for PayPal.

When filing a refund for unauthorized charges, IMVU will block the card from further use on the site. The account receiving the purchases will also be permanently banned.

How do I File for a Refund?

IMVU has a dedicated Billing Support hotline, ready to assist you from 6AM (PST) to 6PM (PST) 7 days a week. You may reach it at 1-866-761-0975 (U.S. toll-free) or at 1-650-321-8334 (International). Alternatively, you may contact us via VIP Live Chat or a Help Ticket.

When filing for a refund due to unauthorized purchases, please take the following steps:

• If you have been a victim of financial identity theft, you are encouraged to contact your financial institution immediately to report any unauthorized activity.  

• Additionally, you may also consider contacting your local enforcement agency to report the crime.  As a victim, the law enforcement agency will file your report and follow up with IMVU for additional information.

Once we receive the request, we will start the refund process. The time it takes to reach you will depend largely on your bank and card provider, so make sure to check with them!