These rules define the conditions under which Smokva d.o.o. approves the refund of paid funds for premium services on the portal www.smokva.com. Since this involves the purchase of digital content and services, please read these terms carefully before making a payment.
1. Delivery of digital content and loss of right to withdraw
The Smokva portal provides digital content services that are not delivered on a physical medium. In accordance with the Consumer Protection Act, by purchasing a premium service, you expressly request and agree that access to the paid functionalities will be granted to you immediately. At the moment of your payment and activation of premium functionalities on your user profile, our service to you is considered fully executed. By this act, you lose the right to unilaterally terminate the contract and receive a refund. All purchases of premium services are final and non-refundable, as there is no possibility of returning already consumed digital content.
2. When is a refund possible? (Exceptions)
Although refunds are generally not granted, Smokva d.o.o. will issue a refund solely in the following justified situations:
Double charge: If, due to a technical error in the payment system, your credit card or account has been charged multiple times for the same transaction.
Inability to deliver the service: If, due to a proven technical failure on our servers, you did not receive the premium status you paid for, and the problem was not resolved within a reasonable time from your report nor were you offered a technical compensation for the time lost.
3. When is a refund NOT possible?
Your request for a refund will be denied in the following cases:
You have not used your user profile or premium services, and you did not cancel them beforehand.
You are not satisfied with the number of contacts made, responses from other users, or personal success on the platform.
You decided to delete your user profile before the expiration of the paid premium period.
Your user profile has been permanently blocked and deleted by our administrators due to violations of our Terms of Use (e.g., offering escort services, harassing other users, impersonation, posting underage content). In the case of profile blocking due to severe abuse of the portal, the remaining paid time is canceled without the right to a refund.
4. Disputing transactions (Chargebacks)
If you believe that the charge is incorrect, please contact our support before initiating a process with your bank — we resolve most issues within 48 hours, which is faster and simpler than a banking procedure. Any unjustified dispute of a transaction with your bank or card issuer (so-called chargeback) will be considered an attempt at fraud. In the case of initiating an unjustified chargeback process, your user profile will be immediately and permanently deleted, and your data (IP address, email) will be blacklisted to prevent any future registration on the portal.
5. Billing Descriptor
On your card statement, the transaction will appear as: SMOKVA WEB. Please check this name before initiating any complaints.
6. Purchases via SMS
For purchases via SMS, refunds are made according to the rules of the telecom operator; please contact our support and we will assist you in the verification and complaint resolution process.
7. Refund request procedure
If you believe you are entitled to a refund based on a technical error or double charge, please contact our customer support within 14 days of the disputed transaction. Send your request via email to: [email protected]
In the email, please include:
Your username on the Smokva portal.
The date and exact amount of the transaction.
A brief description of the problem (e.g., proof of double charge from the bank statement).
Our team will review your request, check the transaction logs on your profile, and respond to you within a maximum of 2 working days. If the refund is approved, the funds will be credited back to the same card or payment method used for the payment.
Last updated: July 2026.