Refund & Cancellation Policy

We sell prepaid credit packs and time-boxed promotions. Neither renews automatically. There is no recurring charge on your card and nothing you need to remember to switch off.

Credits never expire. If you stop looking for two years and come back, your balance is exactly where you left it.

A credit pack is fully refundable within 7 days of purchase provided you have not spent any credits from it.

If you have spent some, we refund the unused portion at the rate you paid, less any transaction fee our payment provider does not return to us.

Refunds are made to the original payment method and typically take 5 to 7 working days to appear.

If you spend credits to reveal or unlock a profile that we subsequently ban for fraud or impersonation, those credits are returned to your wallet automatically. You do not have to ask, and you do not have to notice.

This is deliberate. If our verification fails, the cost of that failure should fall on us and not on you.

If we reject your verification for a reason within your control (an unreadable document, a mismatched selfie), you may resubmit at no additional cost. We do not charge twice for the same verification.

If we are unable to verify you for a reason within our control, or if we withdraw the service, we refund the fee in full.

Verification fees are not refundable simply because you did not receive the interest you hoped for. Verification is a statement about identity, not a promise of outcome.

Spotlight is time-boxed and begins immediately on purchase, so it is not refundable once it has started running.

If we suspend or remove your profile for our own reasons during a Spotlight period, we refund the unused days pro-rata.

If your profile is removed for a breach of our terms, the remaining period is forfeited.

Cancel more than 24 hours before a session and you receive a full refund.

Cancel within 24 hours and 50% is retained, which is passed to the counsellor for the reserved time.

If the counsellor does not attend, you receive a full refund and a credit toward a future session. The counsellor is not paid for that slot.

If a session is cut short by a technical failure on our side, we refund it in full.

Credits already spent on reveals, contact unlocks, questionnaire unlocks or question sets, where the profile concerned was genuine.

Any purchase where the account is subsequently removed for fraud, impersonation, harassment, or creating a profile for someone without their consent.

Dissatisfaction with the number or quality of matches. We publish honest match counts before you spend anything, and Authenty will tell you free of charge how many people match your criteria.

Raise a ticket from your account under Payments & credits. Include the transaction reference if you have it.

We acknowledge refund requests within 6 hours and decide within 3 working days.

If you disagree with our decision you may escalate to our Grievance Officer, whose details are on the Privacy Policy. Grievances are resolved within 15 days as the IT Rules 2021 require.

Please contact us before raising a chargeback with your bank. A chargeback freezes the account while it is investigated, which is worse for you than a refund we could have processed in three days.

Where a chargeback is raised fraudulently, for a service that was delivered and used, we may close the account and retain the record to prevent re-registration.