Payments, Cancellations & Refunds
1. About this Policy
This Payments, Cancellations & Refunds Policy explains the rules that apply when VIDA offers paid Premium services.
It should be read together with the Terms of Use and any transaction-specific information presented before a purchase.
Paid VIDA Premium subscriptions are available to Male members: USD $9.99 every month, USD $49.99 every 6 months, or USD $89.99 every 12 months. These are customer-facing tax-inclusive USD base prices. Subscriptions automatically renew at the applicable recurring price and interval until cancelled. Female and Trans members receive included Premium-level access without a paid subscription. Stripe Managed Payments handles applicable transaction taxes; VIDA adds no separate tax calculation. Checkout shows the final payable amount and any offered local-currency conversion before confirmation.
Nothing in this Policy removes or limits mandatory consumer rights that cannot legally be waived.
2. Seller and contact information
VIDA uses Stripe Managed Payments. For purchases sold through Link, Stripe provides the merchant-of-record service and Link is identified as merchant of record in Checkout and transaction communications. The applicable seller and payment terms are shown at purchase. VIDA NETWORK LTD remains responsible for the VIDA service and product support.
Operator: VIDA NETWORK LTD Company number: 17507382 Registered in: England and Wales, United Kingdom Registered office: 128 City Road, London, EC1V 2NX, United Kingdom Email: [email protected] Telephone: +84 93 557 7259
Payment provider: Stripe Managed Payments / Link.
For payment, subscription or refund assistance, use Link support at https://support.link.com/topics/sold-through-link or contact [email protected]. Stripe/Link handles transaction support and may issue refunds under the applicable purchase terms. VIDA handles product support and coordinates applicable consumer claims. Existing statutory rights, refund conditions and lawful response periods in this Policy remain unchanged; using Link support does not waive them.
3. Information shown before purchase
Before a member completes a Premium purchase, VIDA will present the material information applicable to that purchase in a clear and accessible form.
Depending on the purchase, this may include:
- the Premium plan or service being purchased;
- the included paid features;
- the billing period;
- the price;
- the currency;
- applicable taxes, charges or other amounts payable;
- the total amount payable;
- the payment method;
- when Premium access will begin;
- whether the subscription renews automatically;
- the applicable renewal price or basis for determining it;
- how renewal can be cancelled;
- relevant refund or retract information; and
- any other material purchase condition required by applicable law.
Before final confirmation, the member must be able to review the applicable purchase summary and decide whether to proceed.
VIDA will not rely on hidden charges or preselected paid extras.
4. Express purchase acceptance
A paid VIDA transaction requires an affirmative action confirming the member's intention to purchase.
VIDA will preserve appropriate evidence of the applicable transaction and acceptance where required.
A payment will not be treated as authorized merely because a member failed to reject an offer or remained inactive.
Where applicable law requires separate acceptance of a particular payment condition, VIDA will obtain that acceptance separately rather than treating general acceptance of the Terms of Use as sufficient.
5. Automatic renewal
VIDA Premium subscriptions automatically renew at the selected interval until cancelled.
If a subscription renews automatically, VIDA will clearly disclose the renewal conditions before purchase.
Where required by applicable law, automatic-renewal terms will be presented separately and will require the member's express acceptance.
The information presented before purchase will identify the applicable billing period and renewal price or the method by which the renewal price will be determined.
A member may cancel future automatic renewal in accordance with the cancellation procedure applicable to that purchase.
VIDA will not impose a cancellation penalty merely because the member chooses to stop future automatic renewal.
Cancellation of renewal does not normally terminate already-paid Premium access immediately. Unless applicable law or the applicable purchase terms require otherwise, Premium remains available until the end of the current paid period and then does not renew.
6. Cancelling Premium
A member may cancel an automatically renewing VIDA subscription so that it does not renew for another paid period.
Use Manage subscription on the VIDA Premium page to open the Stripe Customer Portal and cancel future renewal or manage billing. Link also provides order and subscription support. Ordinary subscription cancellation preserves access until the already-paid period ends, unless applicable law or the purchase terms require otherwise; account deletion is handled separately below.
Cancellation through the Customer Portal stops future renewal at the end of the current paid period.
Link also provides subscription management at https://link.com.
Cancellation stops future renewal charges after the effective cancellation point.
Unless mandatory law or the applicable purchase terms provide otherwise, cancellation does not create an automatic prorated refund for the unused portion of a paid billing period.
The member may normally continue using Premium until the already-paid period expires.
7. Account deletion and Premium
Cancelling Premium and deleting a VIDA account are different actions.
Cancelling Premium stops future subscription renewal but does not delete the VIDA profile.
Deleting a VIDA account permanently closes the account through VIDA's account-deletion process.
Account deletion stops recurring billing before VIDA confirms completion: VIDA expires an open Checkout and immediately cancels its Stripe subscriptions without generating a final invoice or automatic prorated refund. An already scheduled cancellation is finalized immediately. If billing cancellation cannot be confirmed, deletion remains pending and the member must retry or contact [email protected]. Deletion ends access to the account; it does not erase billing evidence or remove any applicable refund, retract or payment-reversal right.
VIDA does not confirm deletion while cancellation remains unverified. Retained billing records allow later webhooks, refunds and disputes to be reconciled against the deleted identity.
Deleting an account does not by itself create an automatic right to a refund for an already-paid period.
Any applicable mandatory refund, retract or payment-reversal rights remain unaffected.
8. Immediate Premium activation
VIDA intends Premium benefits to become available promptly after successful payment.
Where applicable law requires the consumer's agreement before a paid service begins immediately, VIDA's purchase flow will obtain the required agreement.
A member's agreement to immediate commencement of Premium may affect whether a statutory right of retract applies where applicable law provides an exception for services whose performance has already begun with the consumer's agreement.
VIDA will not rely on immediate activation to remove a statutory right where the legal requirements for the relevant exception have not been satisfied.
9. Statutory right of retract
Where Colombian consumer law applies and the statutory right of retract is available for the relevant transaction, the consumer generally has up to five (5) business days from conclusion of a service contract to exercise that right.
Statutory exceptions apply.
In particular, Colombian law provides an exception for service contracts whose performance has begun with the consumer's agreement.
Whether the right applies therefore depends on the circumstances of the particular purchase, including whether the service has begun and whether the legally required agreement for commencement was obtained.
VIDA will not use this Policy to remove a right of retract that applicable law grants to the consumer.
Where a valid e-commerce retract applies under Colombian law and the consumer fulfils the applicable requirements, VIDA will process the required refund within the legally applicable period. Under the Colombian rules in force at the drafting date of this Policy, that period may not exceed fifteen (15) calendar days from the legally relevant point after exercise of the right and fulfilment of the applicable requirements.
For payment, subscription or refund assistance, use Link support at https://support.link.com/topics/sold-through-link or contact [email protected]. Stripe/Link handles transaction support and may issue refunds under the applicable purchase terms. VIDA handles product support and coordinates applicable consumer claims. Existing statutory rights, refund conditions and lawful response periods in this Policy remain unchanged; using Link support does not waive them.
10. Ordinary refunds
Except where applicable law, the applicable purchase terms or VIDA's express decision provides otherwise, payments are not automatically refundable merely because:
- the member changed their mind after the applicable statutory period or exception;
- the member did not use all Premium features;
- the member cancelled during an already-paid period;
- another VIDA member did not reply;
- the member did not receive a particular number of profile views, likes or messages;
- the member did not obtain a date, relationship or other social outcome; or
- the member later decides that Premium was not useful to them.
VIDA does not guarantee matches, replies, dates, relationships or particular social results.
This section does not limit statutory rights relating to incorrect charges, failure to provide the purchased service, retract where applicable, payment reversal, defective or misdescribed services, or other mandatory consumer remedies.
VIDA may approve a discretionary refund in appropriate circumstances without creating an obligation to provide the same discretionary refund in every future case.
11. Duplicate, incorrect and failed charges
If VIDA or its payment provider causes a duplicate or incorrect charge, the member should contact VIDA or use the applicable payment-provider process.
VIDA will investigate credible billing errors and make any correction or refund required by applicable law or the applicable transaction.
If a payment fails, is rejected or is later lawfully reversed, Premium entitlement associated with that payment may fail to activate, expire or be adjusted where appropriate.
VIDA will not knowingly charge a member for a paid period that the member did not affirmatively authorize.
Nothing in this section prevents the member from exercising a statutory payment-reversal or other consumer right.
12. Statutory payment reversal
A statutory payment reversal is different from an ordinary VIDA refund.
Where the Colombian statutory payment-reversal regime applies to a transaction, consumers may have rights to request reversal through the participants in the electronic payment process in circumstances established by law.
Depending on the applicable transaction, these circumstances may include fraud, an unauthorized transaction, failure to receive what was purchased, a material mismatch with what was purchased, or another statutory ground.
Colombian law also contains specific rules concerning periodic obligations paid through previously authorized automatic electronic debit. Where those rules apply, the consumer may have rights to revoke future automatic-payment authorization and to request reversal of qualifying periodic payments under the applicable procedure and time limits.
The Colombian statutory reversal regime has conditions concerning the transaction, payment method, parties and applicable jurisdiction and does not necessarily apply to every VIDA payment worldwide.
A member exercising a payment-reversal right in good faith is not violating VIDA's rules merely by exercising that right.
VIDA may provide information or evidence concerning the transaction to the relevant payment participant or competent authority where reasonably necessary to resolve a reversal request.
For payment, subscription or refund assistance, use Link support at https://support.link.com/topics/sold-through-link or contact [email protected]. Stripe/Link handles transaction support and may issue refunds under the applicable purchase terms. VIDA handles product support and coordinates applicable consumer claims. Existing statutory rights, refund conditions and lawful response periods in this Policy remain unchanged; using Link support does not waive them.
13. How approved refunds are paid
Where a refund is required or approved, VIDA will process it through a lawful available refund method.
Where applicable law gives the consumer a right to select among available refund methods, VIDA will provide the required choice.
The time for funds to become visible after VIDA initiates a refund may also depend on the payment provider, card issuer, bank or other payment participant, without extending any mandatory deadline VIDA itself is legally required to meet.
VIDA will not deduct an unauthorized penalty merely because a consumer exercises a mandatory refund or retract right.
15. Prices and changes
VIDA may change the price of Premium for future purchases or future renewal periods.
A price change will not retroactively alter a paid period that has already been purchased.
Where applicable law or the applicable subscription arrangement requires notice or renewed acceptance before a changed renewal price can be charged, VIDA will provide the required notice or obtain the required acceptance.
A member who does not wish to continue under a future renewal price may cancel future renewal before the applicable new charge, subject to the cancellation information presented for the subscription.
Promotional or introductory prices may have different conditions from standard prices where those conditions are clearly disclosed before purchase.
16. Currency, taxes and external payment charges
VIDA will identify the currency and total amount payable before the member confirms a purchase.
The advertised USD base prices include taxes. Stripe Managed Payments handles transaction tax and shows any offered local-currency amount in Checkout; VIDA does not add a second tax layer.
A bank, card issuer or other independent payment provider may apply currency-conversion rates or fees under its own agreement with the member.
VIDA is not responsible for an independently imposed bank or card fee that VIDA does not charge or control, but VIDA will not conceal any charge imposed by VIDA itself.
17. Receipts and transaction records
Stripe sends transaction receipts, invoices and refund notifications through Link. VIDA retains limited billing identifiers, status, timestamps and evidence for the purposes stated below.
VIDA will maintain records reasonably necessary to demonstrate the commercial relationship and transaction where required, including information such as:
- the relevant member or customer identity;
- the Premium product purchased;
- price and currency;
- transaction date and time;
- payment status;
- applicable subscription period;
- the member's express purchase acceptance;
- applicable automatic-renewal acceptance;
- transaction or provider references;
- cancellation information;
- refunds or reversals; and
- other information required for accounting, consumer, fraud-prevention or legal purposes.
Transaction records will be protected and retained in accordance with the Privacy & Data Policy and applicable law.
18. Payment complaints and consumer support
For payment, subscription or refund assistance, use Link support at https://support.link.com/topics/sold-through-link or contact [email protected]. Stripe/Link handles transaction support and may issue refunds under the applicable purchase terms. VIDA handles product support and coordinates applicable consumer claims. Existing statutory rights, refund conditions and lawful response periods in this Policy remain unchanged; using Link support does not waive them.
Email: [email protected]
Before paid commercial launch, VIDA will implement or identify the consumer-service channels required for its commercial operation.
Where Colombian e-commerce law requires it, the applicable mechanism will allow consumers to submit petitions, complaints or claims and retain evidence of submission including relevant registration/reference information, date and time, together with a mechanism for subsequent tracking.
VIDA will also provide any visible link to the Colombian consumer-protection authority required by applicable law before paid commercial launch.
Nothing in this Policy prevents a consumer from exercising rights before a competent consumer-protection or judicial authority in accordance with applicable law.
19. Changes and contact
Version: payments-v2 Effective date: 12 October 2026 Last updated: 12 October 2026
VIDA may update this Policy to reflect changes in law, pricing structure, payment providers, purchase channels or Premium functionality.
Changes will operate subject to existing purchases, applicable notices, accepted transaction terms and mandatory consumer rights.
Where a material payment change requires additional notice or acceptance, VIDA will provide or obtain it before applying the change where required.
Questions may be sent to:
Email: [email protected]
Payment-provider and cancellation information is confirmed in this version. Any remaining consumer-service launch requirements described above must still be fulfilled before paid commercial launch.