The 90-day guarantee
The guarantee starts the moment your payment clears and your profile is approved. Your 90-day window is shown in your dashboard at all times — we don't hide the clock.
We designed this because we think the incentives in dating apps are broken. Every other platform makes more money the longer you stay single. We only make money if the match fee is worth it to you — which means we have one job: make matches that actually become relationships.
What counts as a relationship
A relationship, for the purposes of both the refund and the success bonus, means a mutual, ongoing romantic partnership with someone you met through LoveCertain. We don't require you to have been on a certain number of dates or to have been together for a minimum time within the 90-day window.
To confirm a relationship, both you and your match need to tap "We're together" in your respective dashboards. This can happen any time within the 90-day period. If you're in a relationship but your match hasn't confirmed yet, you can send them a reminder from your dashboard — it's a gentle nudge, not a notification barrage.
Important: We use the honour system here. We're not going to ask for evidence or interrogate your relationship. If you say you're together, we believe you. The £99 bonus is only paid after both parties confirm.
What doesn't count
A casual date, a conversation that fizzled, or a match you never spoke to don't count as a relationship — which means the refund guarantee would still apply in those cases. The definition exists to protect the success bonus, not to reduce refund eligibility. If you used the platform genuinely and didn't meet someone you want to be with, you get your £49 back.
How to claim a refund
Claiming is designed to be as simple as possible. We don't make you jump through hoops — we built this guarantee because we believe in it, and we intend to honour it.
Check your eligibility
Your 90-day window must not have expired. You can see the exact end date in your dashboard under Settings → Guarantee.
Submit a refund request
Go to Settings → Refund Request, or email us at the contact page. Include your name and the email address you signed up with.
We verify the window
We check that your request falls within 90 days of your payment date. This is the only check we run — we don't ask why or interrogate your experience.
Refund processed
We initiate the Stripe refund within 2 business days. The money returns to your original payment card within 5–10 business days depending on your bank.
That's genuinely it. No lengthy forms, no requirement to prove you used the service diligently, no debate about whether you "tried hard enough." You paid £49. It didn't work out. You get £49 back.
Refund timeline
Submission to confirmation
Once you submit your refund request, you'll receive an email acknowledgement within 4 hours during business hours (Monday–Friday, 9am–6pm GMT). We aim to confirm eligibility and initiate the refund within 2 business days.
Bank processing time
After we initiate the refund via Stripe, the time it takes to reach your account depends on your bank or card issuer. Most UK banks process refunds within 3–5 business days. International cards may take up to 10 business days. If you haven't received your refund after 10 business days from our confirmation email, contact us and we'll investigate directly with Stripe.
Currency
Refunds are always issued in the currency of the original transaction. If you paid in GBP, you receive GBP. Exchange rate fluctuations are outside our control and we can't account for them.
The £99 success bonus
When both you and your match confirm a relationship through LoveCertain, we pay you each a £99 bonus. This is a direct bank transfer or Stripe payout — real money, not credits or discounts.
How it works
Once both parties have confirmed the relationship in the dashboard, we'll send you both an email asking for payment details. We process the £99 transfer within 5 business days. You don't need to do anything except confirm — we handle the rest.
One bonus per match
The £99 bonus is paid once per confirmed relationship, to both people in the couple. If one party later claims a refund (e.g. the relationship ended), the bonus is not reclaimed — it was earned at the point of confirmation.
Note: The refund and the success bonus are mutually exclusive. You either didn't find a relationship (refund) or you did (bonus). You can't claim both.
Exclusions and edge cases
Accounts terminated for policy violations
If your account is suspended or permanently banned due to a violation of our Terms of Service — for example, sending inappropriate messages, misrepresenting yourself, or using the platform for commercial purposes — you are not eligible for a refund.
Requests made after the 90-day window
Refund requests submitted after the 90-day guarantee period has expired are not eligible. The end date of your window is displayed throughout your dashboard. We send a reminder email at day 75 so you're not caught out.
Payment disputes (chargebacks)
If you initiate a chargeback with your bank before contacting us, we'll work with Stripe to respond. We'd much rather you just email us — chargebacks take longer and create more friction for everyone. Our refund guarantee is genuine; you don't need to go through your bank.
Technical issues outside our control
We don't extend the 90-day window for periods of service downtime unless the downtime was substantial (more than 72 consecutive hours). Scheduled maintenance windows are not counted as downtime.
Questions about your refund
If anything above is unclear or your situation isn't covered here, please contact us. We have a real person reading every refund-related message — not a chatbot, not a ticket queue that goes nowhere.
You can reach us via the contact form or by submitting a refund request directly in your dashboard. We typically reply within 4 hours during business hours.
We built this product because we believe honesty in business creates better outcomes for everyone. The refund guarantee isn't a marketing trick — it's how we hold ourselves accountable to actually making this work. If we're not helping you find a relationship, we shouldn't keep your money.