FRONTROWS TECHNOLOGIES - FZCO | IFZA Business Park, Dubai Digital Park | Dubai Silicon Oasis, Dubai, United Arab Emirates | License No. 86110 | Registration No. 79358 | [email protected] | © 2026 FRONTROWS TECHNOLOGIES - FZCO. All rights reserved.
Last updated: June 8, 2026
This Refund and Cancellation Policy explains how payment cancellations, platform credits, refunds and completed services work on Frontrows.
This Policy applies to paid messages sent through Frontrows and forms part of our Terms and Conditions. By sending a paid message, proceeding to payment or using the paid messaging features of Frontrows, you agree to this Policy.
Frontrows is operated by FRONTROWS TECHNOLOGIES - FZCO ("Frontrows", "we", "us" or "our").
This Policy applies to paid messages and replies exchanged through Frontrows.
At this stage, this Policy does not regulate subscriptions, memberships, recurring paid plans or other monetised features that may be introduced in the future. If Frontrows introduces subscription-based or recurring services, additional refund, cancellation and withdrawal terms may be displayed before purchase and may be added to this Policy or to a separate policy.
This Policy should be read together with:
our Terms and Conditions;
our Privacy Policy;
our Cookie Policy;
any payment, checkout or feature-specific notice displayed before you complete a payment.
Frontrows uses a payment flow designed to reduce unfair charges for senders.
When you send a paid message, the payment is processed through PayPal. PayPal accepts various payment methods, including PayPal balance, credit cards and debit cards processed through PayPal's platform. The message is then subject to moderation before it is delivered to the recipient.
As a general rule:
if the message is rejected by moderation before delivery, the PayPal payment authorisation may be cancelled and you may not be charged;
if the message is approved and delivered, the recipient has the displayed deadline to reply;
if the recipient declines the message, you will receive automatic platform credit equal to the amount paid;
if the recipient does not reply within the applicable deadline, you will receive automatic platform credit equal to the amount paid;
if the recipient sends a reply and the reply is delivered, the paid messaging service is considered completed and ordinary refunds are not available.
The exact payment status may depend on PayPal, fraud checks, technical processing and local legal requirements.
There is an important difference between a payment cancellation, a platform credit and a monetary refund.
If a paid message is rejected before the payment is captured, the PayPal payment authorisation may be cancelled. In that case, no completed charge is created by Frontrows and no refund is needed because the sender has not been finally charged.
If a payment has already been captured and the recipient later declines the message or does not reply within the applicable deadline, Frontrows will automatically issue platform credit equal to the amount paid. Platform credit is added to the sender's Frontrows account and can be used for future paid messages on the platform.
A monetary refund to the original PayPal payment method may be issued instead of, or in addition to, platform credit where: (a) mandatory consumer law requires a monetary refund; (b) PayPal Buyer Protection or PayPal dispute resolution requires it; (c) Frontrows approves an exceptional refund request; or (d) the sender has not expressly accepted platform credit as the remedy.
Depending on your PayPal account settings, a cancelled authorisation may temporarily appear as pending before disappearing. This timing is controlled by PayPal and not by Frontrows.
Paid messages are subject to automated and/or manual moderation before delivery. Moderation may check for prohibited content, including sexual or adult content, harassment, hate, violence, illegal activity, self-harm, spam, off-platform contact attempts, suspicious payment behaviour, manipulation, privacy risks, minor safety risks and other platform policy risks.
If your message is rejected by moderation before delivery:
the message will not be delivered to the recipient;
the PayPal payment authorisation may be cancelled;
you may not be charged by Frontrows for that message;
no ordinary refund is required because the payment was not captured;
you are free to revise or modify your message and submit a new one; moderation applies to the specific content of each message and does not permanently block you from using the platform;
you may choose to create a new message that complies with our Terms and platform rules.
Frontrows is not required to deliver a message that violates our Terms, creates legal or safety risk, attempts to bypass the platform, includes prohibited content or is rejected by moderation.
Moderation decisions may be automated, AI-assisted or manually reviewed. AI moderation is not perfect and may sometimes reject content that a user considers acceptable. Where legally required or where Frontrows considers it appropriate, Frontrows may review specific cases. However, rejection of a message before delivery does not create a right to force delivery of that message.
If a paid message is approved by moderation and delivered to the recipient, the recipient will have the applicable reply period displayed in the platform or checkout flow.
The available reply deadline may vary depending on the recipient's settings or the feature used. For example, the recipient may have 24 hours, 72 hours, 120 hours or another displayed period to reply.
The reply deadline is shown before payment or in the relevant message flow so that the sender can understand the expected timing before proceeding.
Delivery of a message does not guarantee that the recipient will reply in a specific tone, style, length, quality, emotional depth, business value, professional value or with any particular outcome. The rules on platform credit and refunds depend on whether the recipient replies, declines or fails to reply within the applicable deadline, not on the sender's subjective satisfaction with the content of the reply.
If the recipient declines a paid message after it has been delivered, the sender will automatically receive platform credit equal to the full amount paid for that message.
In this case:
the recipient does not receive the payout for that message;
Frontrows does not treat the paid messaging service as completed;
platform credit is added to the sender's Frontrows account automatically and can be used for future paid messages;
platform credit may be subject to an expiry period; the applicable expiry date, if any, will be visible in the sender's credit balance within the platform;
where mandatory consumer law, PayPal Buyer Protection, PayPal dispute resolution or applicable law requires a monetary refund to the original payment method, Frontrows may issue or process a monetary refund instead of, or in addition to, platform credit.
Frontrows may record the decline, credit issuance, payment identifiers and related timestamps for accounting, audit, fraud prevention, support and legal purposes.
If the recipient does not reply within the applicable deadline, the sender will automatically receive platform credit equal to the full amount paid for that message.
In this case:
the paid messaging service is not considered completed;
the recipient does not receive the payout for that message;
Frontrows will automatically mark the message as expired;
platform credit is added to the sender's Frontrows account automatically and can be used for future paid messages;
platform credit may be subject to an expiry period; the applicable expiry date, if any, will be visible in the sender's credit balance within the platform;
the sender does not need to send a separate refund request where the automatic credit flow works correctly;
where mandatory consumer law, PayPal Buyer Protection, PayPal dispute resolution or applicable law requires a monetary refund to the original payment method, Frontrows may issue or process a monetary refund instead of, or in addition to, platform credit.
If you believe that a message expired but you did not receive the expected platform credit, you may contact us at [email protected]. Please include your account email, the message reference if available, the payment date and any relevant payment information. Do not send passwords or unnecessary sensitive information.
If the recipient sends a reply and the reply is delivered to the sender, the paid messaging service is considered completed.
After a reply has been delivered, ordinary refunds are not available, even if:
the sender expected a longer reply;
the sender expected a different tone or style;
the sender is disappointed with the content of the reply;
the sender does not agree with the recipient's opinion;
the reply does not create the personal, artistic, professional, business or emotional outcome the sender hoped for;
the sender changes their mind after the reply is delivered.
This rule is necessary because Frontrows provides a digital messaging service that is completed when the paid reply is delivered. The sender pays for the opportunity to send a paid message and receive a reply within the platform rules, not for a guaranteed specific result, relationship, opportunity or subjective level of satisfaction.
Nothing in this Policy limits mandatory consumer rights that cannot be excluded under applicable law.
If you receive a reply that you believe is abusive, unlawful, threatening, hateful, discriminatory, harassing, fraudulent, unsafe, sexually inappropriate, exploitative, or otherwise in breach of our Terms, you may report it to [email protected].
When reporting a problematic reply, please include:
your account email;
the username or profile involved;
the message or payment reference, if available;
a short explanation of the issue;
screenshots or other relevant information, where appropriate.
Frontrows may review the report and may take action where appropriate, including warning the recipient, restricting content, suspending an account, blocking payouts, reporting to providers or authorities, or making an exceptional refund decision.
Frontrows does not guarantee that every report will result in a refund. A reply being short, disappointing, generic, emotionally unsatisfying or not aligned with the sender's expectations does not automatically make it abusive or refundable.
Platform credit issued for declined or expired messages is added to the sender's Frontrows account balance. Credit can be used to pay for future paid messages on the platform.
Platform credit may be subject to an expiry date. Where an expiry date applies, it will be visible in the sender's credit balance section within the platform. Frontrows reserves the right to set or adjust expiry periods on platform credit. Expired credit cannot be recovered.
Platform credit is personal, non-transferable and has no cash value unless a monetary refund is required by applicable law. Platform credit cannot be exchanged for cash, withdrawn to a bank account or transferred to another user.
Frontrows may adjust, correct or cancel platform credit where it was issued due to technical error, fraud, abuse or in circumstances where mandatory law requires a different remedy.
Where mandatory consumer law (including EU Consumer Rights Directive 2011/83/EU or equivalent national law), PayPal Buyer Protection, PayPal dispute resolution, card scheme rules or applicable law require a monetary refund, Frontrows may issue or process a monetary refund to the original PayPal payment method instead of, or in addition to, platform credit.
EU consumers who have not expressly agreed to receive platform credit as the sole remedy may be entitled to a monetary refund in accordance with applicable consumer protection law. If you believe this applies to your situation, please contact us at [email protected].
Frontrows will not systematically deny a monetary refund where it is required by law. However, the primary automatic remedy for declined and expired messages is platform credit. Monetary refunds where legally required will be assessed and processed on a case-by-case basis.
When platform credit is issued, it is generally added to the sender's account balance automatically and is available for use immediately or within a short technical processing time.
When a monetary refund to the original PayPal payment method is issued, the time required for the refunded amount to appear in your PayPal account may depend on PayPal processing times, your bank and local payment systems. Frontrows cannot guarantee the exact time required for a monetary refund to appear.
Depending on PayPal account type, country and bank, monetary refunds may take several business days. You can check the status of a refund in your PayPal account activity.
If a payment authorisation was cancelled before capture, you may not see a refund because no final charge was completed. Instead, the pending authorisation may disappear from your PayPal account after processing.
Frontrows uses PayPal to process payments, cancellations and refunds. We do not control all steps of the payment process.
Refund or cancellation timing may be affected by:
PayPal processing times;
PayPal account review or fraud prevention checks;
bank or card issuer processing times (where linked to PayPal);
local payment method rules;
PayPal dispute or Buyer Protection procedures;
weekends, holidays or banking delays;
technical issues affecting Frontrows, PayPal, banks or payment networks.
Frontrows is not responsible for delays caused by PayPal, banks, card issuers or payment networks, except where required by applicable law.
You can read PayPal's information on refunds and Buyer Protection at paypal.com/webapps/mpp/ua/buyer-protection.
Before proceeding with a paid message, Frontrows may display a checkout notice explaining the main payment and refund rules.
By proceeding to payment, you acknowledge and accept that:
your message may be subject to automated and/or manual moderation;
if your message is rejected by moderation before delivery, the PayPal payment authorisation may be cancelled and you may not be charged;
if the message is delivered and the recipient declines, you will receive automatic platform credit equal to the amount paid;
if the message is delivered and the recipient does not reply within the applicable deadline, you will receive automatic platform credit equal to the amount paid;
platform credit may be subject to an expiry date visible in your account;
where mandatory consumer law or PayPal Buyer Protection requires a monetary refund, Frontrows will honour that requirement;
if a reply is delivered, the service is considered completed and ordinary refunds are not available;
you have read and accepted the Terms and Conditions, Privacy Policy and this Refund and Cancellation Policy.
The checkout button may use wording such as "Accept and proceed to payment" or similar wording. By clicking that button, you confirm that you want to proceed with the paid message under the rules displayed before payment.
Frontrows provides digital services that may begin immediately after you proceed with a paid message, including payment processing via PayPal, moderation, message delivery and, where applicable, delivery of the recipient's reply.
If you are a consumer, you may have statutory withdrawal or cancellation rights under the laws of your country of residence. Nothing in this Policy is intended to exclude or limit mandatory consumer rights that cannot be excluded by contract.
However, by proceeding with a paid message, you acknowledge that Frontrows may begin providing the digital service immediately. Once a reply has been delivered, the paid messaging service is considered completed.
Where applicable law allows a consumer to lose the right of withdrawal after the full performance of a digital service that began with the consumer's prior request or consent, Frontrows may rely on that rule. If mandatory consumer protection laws grant you additional rights, those rights remain unaffected.
If you believe that a mandatory consumer right applies to your case, you may contact us at [email protected]. Please include the account email, payment date, message reference and a clear explanation of your request.
After a reply has been delivered, the paid messaging service is considered completed. Frontrows does not provide ordinary refunds based only on subjective dissatisfaction with the reply.
For example, a refund is not automatically available only because:
the reply was shorter than expected;
the reply was less personal than expected;
the reply did not contain the emotional tone the sender hoped for;
the reply did not create a personal, professional, artistic, romantic, business or commercial opportunity;
the recipient expressed an opinion the sender disagrees with;
the sender expected advice, collaboration, endorsement, promotion or a relationship that was not provided;
the sender changed their mind after the reply was delivered.
This does not prevent you from reporting content that is abusive, unlawful, discriminatory, threatening, harassing, fraudulent, sexually inappropriate, unsafe or otherwise in breach of our Terms.
Frontrows may, at its discretion or where required by applicable law, review exceptional refund requests even after a reply has been delivered.
Exceptional cases may include:
clear technical errors that prevented access to the delivered reply;
duplicate charges caused by a technical issue;
unauthorised or fraudulent transactions, subject to verification;
serious violation of our Terms by the recipient;
abusive, threatening, unlawful or unsafe replies;
cases where mandatory consumer protection law requires a refund.
Frontrows may request additional information before deciding an exceptional refund request. We may reject incomplete, abusive, fraudulent or unsupported requests.
An exceptional refund granted in one case does not create a general right to refunds in other cases and does not require Frontrows to grant similar refunds in the future.
If you believe that you were charged more than once for the same paid message, or that a technical error affected your payment, please contact us at [email protected].
Please include:
your account email;
the approximate payment date and time;
the message reference, if available;
the amount and currency;
the PayPal transaction or order reference, if available;
a screenshot of the duplicate charge, if available.
Do not send passwords, identity documents or unnecessary sensitive personal data.
If we confirm that a duplicate payment or technical payment error occurred, we will take reasonable steps to correct the issue, which may include issuing platform credit, a monetary refund or cancelling an authorisation where technically possible.
If you believe that a payment was unauthorised, fraudulent or made without your permission, contact us promptly at [email protected].
You should also contact PayPal and, where applicable, your bank if you believe your payment method has been compromised.
Frontrows may investigate suspected unauthorised payments and may restrict accounts, messages, payouts or platform access while the investigation is ongoing.
If a payment is found to be fraudulent, unauthorised or connected to abuse, Frontrows may cancel the transaction, issue a refund where appropriate, block payouts, suspend accounts, preserve evidence, report the issue to PayPal or authorities, and take other steps permitted by law and our Terms.
Payments on Frontrows are processed by PayPal. PayPal may offer Buyer Protection or dispute resolution rights depending on your PayPal account type, country and the specific transaction.
If you have a problem with a payment, we encourage you to contact Frontrows first at [email protected] before initiating a PayPal dispute or claim.
If you initiate a PayPal dispute or Buyer Protection claim, PayPal, Frontrows and relevant payment providers may review the transaction, message status, moderation status, reply status, credit issuance status and related records.
Frontrows may respond to and dispute PayPal claims that we believe are incorrect, abusive, fraudulent or inconsistent with this Policy, our Terms or the actual service status.
Repeated, abusive or fraudulent PayPal disputes may result in account suspension, payment restrictions, message restrictions, payout restrictions or termination of access to Frontrows.
If a paid message results in automatic platform credit (because the recipient declined or did not reply within the applicable deadline), the recipient is not entitled to the payout for that message.
If a payment is refunded, cancelled, reversed, disputed, charged back or if platform credit is issued, Frontrows may withhold, reverse, deduct or adjust the corresponding payout, recipient amount, platform fee or transfer where technically and legally possible.
Recipients are responsible for monitoring their Frontrows payout profile, payout method settings and payment provider requirements.
Frontrows may delay or restrict payouts where necessary for platform credits, monetary refunds, PayPal disputes, fraud prevention, moderation, abuse reports, payment provider rules, legal compliance or enforcement of our Terms.
Frontrows may offer promotional platform credits, discount coupons or free message campaigns from time to time. These differ from the automatic platform credit issued for declined or expired messages.
If a paid message is fully covered by platform credit or a free coupon, there may be no PayPal amount to refund. If a message is partially covered by platform credit, any monetary refund may be calculated based on the amount actually charged via PayPal, not the original undiscounted price.
Promotional credits, coupons and free message campaigns may be subject to additional terms, expiry dates, eligibility rules, user restrictions, country restrictions, abuse prevention rules or technical limitations.
Frontrows may refuse, withdraw or cancel promotional benefits where we reasonably believe that they are being abused, manipulated, resold, duplicated, used fraudulently or used in breach of our Terms.
Frontrows may cancel a payment authorisation, cancel a message, restrict a transaction, block a payout or issue platform credit to a sender where we reasonably believe that:
the message violates our Terms or moderation rules;
the transaction is suspicious, fraudulent or unauthorised;
the payment may violate PayPal Acceptable Use Policy, payment provider rules or card network rules;
the message involves prohibited content or prohibited conduct;
the transaction creates legal, safety, compliance, financial or reputational risk;
the recipient is not eligible to receive the payout;
PayPal or another payment provider restricts or blocks the payment or payout;
cancellation or credit is necessary to comply with applicable law or protect users.
Frontrows may also cancel or credit transactions affected by technical errors, platform incidents, incorrect pricing, duplicate payments, security issues or operational mistakes.
At the date of this Policy, this Refund and Cancellation Policy is focused on paid messages.
If Frontrows introduces subscriptions, memberships, recurring services, premium plans or other paid digital features in the future, additional cancellation and refund rules may apply. Such rules may be displayed before purchase and may include renewal terms, cancellation methods, billing periods, access periods, withdrawal rules and refund limitations.
Unless otherwise stated for a future subscription feature, cancelling a recurring service may stop future renewals but may not automatically create a right to a refund for the current billing period, except where required by applicable law.
If you believe that a platform credit, cancellation or refund was not processed correctly, contact us at [email protected].
If your request relates to abuse, harmful content, unlawful content, harassment, threats, sexual content, unsafe behaviour or a problematic reply, contact [email protected].
To help us review your request, please include:
your account email;
the message reference, if available;
the payment date and approximate time;
the amount and currency;
a clear explanation of the issue;
screenshots or other relevant information, where appropriate.
Please do not send passwords, identity documents or unnecessary sensitive personal data.