Muteloo

Refund Policy

Last updated: June 21, 2026

This Refund Policy explains when and how you can obtain a refund for purchases made on Muteloo ("the Service"), operated by MK Solutions. It supplements our Terms of Service and Privacy Policy.

1. What you are buying

Muteloo sells coins — a prepaid, in-app digital credit (1 coin = 1 THB of value). Coins are purchased in one-time coin packs; there is no subscription and no recurring charge. Coins are spent to generate AI fortune readings within the Service.

  • Coins are a closed-loop credit: they can only be used inside Muteloo, are not transferable, and have no cash value outside the Service.
  • Reading prices are shown before you confirm each reading (e.g. Glimpse, Insight, Deep Dive tiers). Your first Glimpse reading is free.

2. Merchant of Record

Payments are processed by Lemon Squeezy, LLC, which acts as the Merchant of Record (authorized reseller) for purchases on Muteloo. Your purchase is therefore also subject to Lemon Squeezy's buyer terms, and your receipt and card statement may reference Lemon Squeezy. Refunds are issued through Lemon Squeezy back to your original payment method.

3. Coin pack purchases

Because coins are a digital good delivered to your account immediately, coin-pack purchases are generally final once the coins are credited. However, we will issue a full refund of a coin pack when:

  • you were charged in error, charged more than once, or charged for a pack that was never credited to your account; or
  • a technical fault on our side prevented the coins from being delivered; or
  • you request a refund within 14 days of purchase and have not spent any of the coins from that purchase (the entire purchased balance is still unused).

Partial refunds for a pack from which some coins have already been spent are not available, except where required by law.

4. Readings (coins spent on a reading)

  • Before generation: if you have been charged coins for a reading but generation has not yet started — or a technical failure prevented it from completing — the coins are automatically returned to your balance. If they are not, contact us and we will restore them.
  • After generation: once a reading has been generated and delivered, the coins spent on it are non-refundable, because the digital content has been produced and provided. This does not apply if the reading failed to deliver or returned a degraded/empty result, in which case your coins are refunded automatically.
  • Crisis stop: if our safety system stops a reading (see Terms §10), no coins are consumed and any deducted coins are returned.

5. Statutory rights

Nothing in this policy limits any non-waivable refund or withdrawal rights you have under the consumer-protection or distance-selling laws of your country (for example, EU/UK consumer rights, or the Thai Consumer Protection Act). Where such laws grant you a stronger right than this policy, that law applies.

6. How to request a refund

Email hello@muteloo.com from the address on your account, with:

  1. the email address / account used for the purchase,
  2. the approximate date and amount of the charge, and
  3. a short description of the issue.

We aim to respond within 5 business days. Approved refunds are returned to your original payment method via Lemon Squeezy and typically settle within 5–10 business days, depending on your bank or card issuer.

7. Chargebacks

If you believe a charge is wrong, please contact us first — we can usually resolve it faster than a bank dispute. Initiating a chargeback without contacting us may result in suspension of the associated account pending review.

8. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be reflected by the "Last updated" date above and, where appropriate, communicated in-app or by email.

9. Contact

Questions about refunds or billing: hello@muteloo.com Operating entity: MK Solutions, a sole proprietorship registered in the Republic of Korea. Registered address available on request via hello@muteloo.com.