Refunds and Cancellations

Starting a gift does not charge you. Until you complete the card payment on the checkout page, nothing is taken and nothing is credited to the person receiving it. If you close the Joveki Profile, press cancel, or simply leave it, the checkout expires on its own after 60 minutes and the gift is never created.

If your bank declines the payment, no gift is recorded and there is nothing to refund. Some banks briefly show a pending authorisation for a declined or abandoned payment; that clears by itself, and no money reaches Joveki.

After the payment completes, the gift is a completed transfer to the person receiving it: it shows on their Joveki Profile, counts towards their balance, and there is no cancel button for the sender or the person receiving it. There is no automatic right to change your mind, and we do not offer a blanket refund guarantee — you are gifting money to someone, not buying something from us.

Because gifts are meant for a real celebration, please double-check the Joveki Profile link, the amount and your fee choice before you pay. Larger gifts ask you to confirm the amount for exactly this reason.

Refunds are handled case by case by our support team, not automatically. Write to support@joveki.com with the date and amount, and tell us what happened. We will look at it seriously — for example where a payment was duplicated, where a card was used without permission, where the gift went to the wrong person, or where the Joveki Profile turned out to be misleading.

Refunds are returned to the card that paid, and can be full or partial. A refund reverses the corresponding amount from their Joveki balance and removes the gift from their totals when the whole amount is returned.

Once someone has moved money to their bank account, we can no longer simply pull it back — the funds have left the service. In that situation a refund cannot be processed automatically, and the request becomes a support case that we review individually. This is why gifts are held for a short settlement period, and longer for the largest gifts, before they become eligible for cash-out.

The $1 Joveki fee and the card processing charge cover work that has already happened when a gift is taken. Where a gift is refunded, we return the gift amount; contact us if you believe fees should also be returned in your case and we will look at it.

You can also raise a dispute with your card issuer, but please contact us first — most problems are quicker to fix directly, and a dispute takes weeks to resolve.

When a card issuer opens a dispute on a gift, we are notified and hold the disputed amount back from the person receiving it. Their cash-out pauses until the dispute is settled, then reopens. If the issuer decides in the sender's favor, the money is returned to the sender and removed from their balance. If it is decided in their favor, the gift stands and the hold is released.

A standard cash-out carries no Joveki fee and transfers funds to their connected bank account. Optional faster payout methods offered by Stripe may carry a Stripe fee. Because a cash-out is a transfer to their own bank account, it is not something we can reverse on request once it has been sent. After a cash-out is sent, the time for funds to reach your bank depends on Stripe and your bank. If you started a cash-out by mistake, email us and we will help as far as the payment network allows.

For anything about a payment, a refund or a dispute, email support@joveki.com. Include the amount, the date and the Joveki Profile the gift was sent to so we can find it quickly.