Virtual Items

Coins

• Coins are a prepaid virtual currency you buy inside the app through Google Play or the Apple App Store (as available). They are used to send gifts, buy VIP and unlock paid features.
• Coins have no cash value, cannot be exchanged for money, and cannot be transferred to another user or off the platform.
• Coins are licensed to you for use inside Walo Live. You do not own them, and they are not property, credit or a deposit.
• Coin prices and package sizes may change at any time.

Diamonds

• Diamonds are a creator reward balance credited when a viewer sends a gift.
• Eligible creators may redeem diamonds under the programme rules shown in the app, after identity verification where required.
• Conversion and redemption terms are shown in the app and may change.
• Diamonds obtained through self-gifting, gift recycling, automation or any other manipulation are void and will be removed.

Gifts

• Sending a gift spends coins immediately. A sent gift cannot be cancelled, reversed or returned.
• Some gifts include a randomised animation or bonus. Outcomes are not guaranteed for any single gift, and gifts are entertainment features — not a wager.
• Gifts are not payment for any offline service, and must not be used to buy intimate or prohibited content.

VIP and paid features

• VIP tiers, badges, frames and similar items are cosmetic or feature-based privileges bought with coins.
• Time-limited items expire at the end of their period and are not extended or refunded for periods you did not use.
• We may change, retire or rebalance any virtual item. Where an item is retired we will give notice in the app where practicable.

If your account is suspended or deleted

• Suspension or termination for a policy breach forfeits unused coins and any diamond balance connected to the breach, without refund.
• Deleting your own account forfeits unused coins and any diamond balance below the redemption minimum shown in the app.
• Complete any eligible diamond redemption before you delete your account.

Refunds

Coin purchases are generally final. Where a refund is available, it is handled under the Refund Policy and the rules of the app store you purchased through.

Questions

Contact info@walolive.com with your user ID and the transaction or order ID.