Refund Policy – PapaNoel.chat

Last updated: January 3, 2026

At PapaNoel.chat we want to offer a magical and special experience for every child. If for any reason the experience does not meet your expectations, we will review your case carefully.

1. Nature of the service

PapaNoel.chat provides personalized digital services in real time, including interactive video calls with Santa generated using avatar technology. Because of the personalized nature and immediate consumption of technical resources, purchases are not automatically refundable.

2. Satisfaction guarantee

Still, we understand every child is different.

The satisfaction guarantee is designed so families can get to know the experience with peace of mind, especially during the first minutes of use included in each pack.

  • ✅ Refund of unused minutes
  • ✅ Credit minutes for a new call
  • ❌ In exceptional cases, a refund of the amount paid

Each decision is made case by case, with the goal of providing a fair and satisfying experience.

3. Minute refunds (preferred)

In most cases, refunds are issued as call minutes that are added back to your account so you can try again whenever you want.

  • Avoids technical interruptions
  • Lets you repeat the experience on another day
  • Keeps the magic alive for the child

4. Monetary refunds

Monetary refunds, when granted, are processed to the original payment method through Dodo Payments.

Please note that:

  • Payment processing fees handled by third parties may be non-refundable
  • Processing time depends on your bank (usually 5 to 10 business days)

5. Cases not covered

Refunds will not be granted in the following cases:

  • Full or majority use of purchased minutes, beyond an initial first contact with the experience.
  • Minutes purchased more than 7 days ago, since minutes expire automatically after that period, as stated in the service terms.
  • Issues caused by poor internet connection on the user's side
  • Expectations not aligned with the service description
  • Misuse or attempted abuse of the refund system

6. How to request a review

To request a review of your case, email us at:

📩 help@papanoel.chat

Please include:

  • The email on your account
  • The approximate date of the call
  • A brief description of what happened

We are committed to responding as quickly as possible.

7. Changes to this policy

PapaNoel.chat reserves the right to modify this policy at any time. Changes will be published on this page and take effect immediately.

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