Refund Policy

If you change your mind after making a purchase on Mymate, you may request a refund within 7 days from the transaction date.
If your situation does not meet the conditions listed below, you may still submit a refund request, and we will review it on a case-by-case basis.

Which items are eligible for a refund?

Consumables and Items

You may cancel your purchase of digital content — including virtual currency, themes, or other in-game or in-app items — within 7 days from the transaction date, provided that you have not yet used any of the consumables within the game or application.

Subscription Service

If you receive a free trial when subscribing to the service, the 14-day cooling-off period will begin from the start of your free trial.
If you cancel within these 14 days, you will not be charged.

Mymate Smart Collar – Product Information & Warranty Guide

1.This product is intended for use in temperatures between 0°C and 40°C. Do not operate in extremely high or low temperatures.

2.Keep away from heat sources and flammable gases. Store in a cool, dry place. Do not submerge in water.

3.If the product becomes wet or suffers severe damage, immediately stop using it and power it off.

4.Do not dispose of the battery with general waste. Please follow local regulations for the disposal of used batteries and electronic devices.

5.If the product malfunctions under normal use and is confirmed to be due to a product defect, and if within the warranty period with valid proof of purchase, the company will be responsible for repairs.

However, the warranty does not cover non-natural damage or failure caused by human factors, including but not limited to:

Improper use, self-disassembly, modification, or the addition of unauthorized accessories that result in instability or hardware failure.

Damage caused by abnormal use (e.g., physical breakage, moisture exposure, extreme temperatures or humidity, dropping, or liquid immersion, etc.).

Subscription Plan

Free Trial:
If this is your first subscription, you will receive a 14-day free trial. Your paid subscription will begin automatically after the trial period ends.

Cancel Subscription:
You may request a refund within the eligible period through the platform used for the transaction (such as Apple App Store or Google Play Store). You can cancel your subscription at any time to stop charges for the next billing cycle.

Change Plan:
If you change your subscription plan during the active period, the new plan will take effect in the next billing cycle. The actual effective time is subject to the policies of the platform (e.g., Apple App Store or Google Play Store).

How do I request a refund?

Since the refund processes for Apple App Store and Google Play Store are different, please refer to the methods below for each platform.

Apple App Store

Within 7 days of purchase, go to the Apple Report a Problem website and sign in with your Apple ID.

Click “Purchase History” to find the item you want to refund.

Click “Report” on the right side, enter your reason for requesting a refund, and select “Submit.”

You will receive a refund confirmation email (some refunds may require several hours for review).

Note: Refunds requested more than once may go directly into manual review and are more likely to be declined. We recommend contacting Apple Support via email.

Google Play Store

Within 48 hours of purchase, go to the Google Play Store and sign in with your Google account.

Click on “Order History” to find the order you want to request a refund for.

Select the appropriate reason for refund and complete the form.

You will receive a refund confirmation email.

Note: If more than 48 hours have passed, please use the in-app support feature to contact a Mymate service representative.