La Stanza Segreta sells exclusively digital services: access to content (photos, videos, audio), live streaming, chat line audio/video conversations, subscriptions and exclusive creator content. Purchases are made through a prepaid credit system (wallet), which can be topped up with secure Stripe payments.

Before every top-up the checkout always shows: what you are buying, the quantity and value of the credits, the total price in euros and a link to this Policy. Purchased credits have no expiry date.

This Policy supplements the Terms of Service, which remain the contractual reference document.

For distance contracts, European law and the Italian Consumer Code grant consumers a 14-day right of withdrawal.

For digital content and services whose performance begins immediately, the law provides that the right of withdrawal may lapse only if the consumer has given express, prior consent to immediate performance and has acknowledged the resulting possible loss of the right of withdrawal (Art. 59, letter o, of the Italian Consumer Code — Legislative Decree 206/2005).

For this reason, when you purchase credits we ask you to tick a separate, non-pre-ticked consent box with the following content: «I request that the supply of the credits and digital services begin immediately. I am aware that, by using the credits or accessing the purchased content or service, I may lose the right of withdrawal within the limits provided by law.»

The consent is recorded together with the transaction.

You can exercise the right of withdrawal within 14 days of purchasing a top-up, provided the purchased credits have not been used, transferred or spent, subject to the exceptions provided by the applicable law.

In this case the refund covers the full amount paid for the top-up, net of any promotional or bonus credits granted free of charge. To exercise the withdrawal simply contact support (see the "How to request a refund" section) indicating the top-up concerned.

When you use even part of your credits to access content, Lives, chat line conversations or other digital services, the supply of the service has begun with your express consent: in this case no automatic refund of the entire credit package is provided.

The cases of non-delivery described in the following section and the rights granted by law in case of lack of conformity of the digital service always remain unaffected.

You are entitled to a refund or a re-credit of your credits in the following cases:

• the purchased content is not accessible due to a technical problem attributable to the Platform;
• a paid live is cancelled by the creator or does not start;
• a chat line session is cancelled by the creator or is not delivered (including a creator no-show);
• a duplicate charge occurred;
• the purchase was not authorised by the account holder, subject to verification by our team;
• a Platform malfunction completely prevented you from using the purchased service.

In several of these cases (cancelled live, chat line no-show, failure to start) the re-credit is issued automatically by the system, with no request needed.

The following are not normally refundable:

• credits already spent on services duly delivered;
• digital content already enjoyed (photos, videos, audio unlocked and made accessible);
• lives you attended that took place regularly;
• chat line sessions duly delivered;
• purchases made in violation of the Terms of Service;
• subjective dissatisfaction after the service was correctly delivered.

These exclusions apply within the limits allowed by law and in no way prejudice the mandatory rights granted to consumers (see the last section). If you believe the service you received did not match what was promised, you can still open a dispute from your order history within 48 hours: the team will review the case on its merits.

Depending on the case, the refund can be issued in two ways:

• Monetary refund — the amount is returned to the original payment method via Stripe. This is the standard method for withdrawal on unused credits, duplicate charges and unauthorised purchases.
• Wallet re-credit — the credits are immediately returned to your wallet. This is the standard method for services paid in credits and not delivered (cancelled lives, no-shows, technical problems), or you can choose it, where appropriate, as an alternative to a monetary refund.

In the reply to your request we will always tell you which method will be applied.

To request a refund you can use any of these channels:

• the support chat built into the Platform (support button);
• the Help Center (/help page), through the contact forms;
• the email address support@lastanzasegreta.me.

In your request please include: the date and amount of the transaction, the content or service concerned, the transaction ID if available (visible in the wallet order history) and a description of the problem.

Every request is recorded and receives a first reply normally within 48 business hours.

• Credit re-credits: immediate, as soon as the request is approved.
• Refunds to the original payment method: processed via Stripe within a few days of approval and credited according to the banking circuit's timing, normally 5–10 business days.

You will receive a confirmation when the refund is issued and executed.

If you do not recognise a charge, we invite you to contact our support first: most cases (duplicate charges, unrecognised purchases) are resolved faster than through a bank dispute.

In the event of a chargeback initiated with your bank or card issuer, we cooperate with Stripe by providing the transaction documentation, including the consent to immediate performance recorded at checkout and the service usage logs. The outcome of the dispute is decided by the banking circuit.

Repeated and manifestly unfounded use of chargebacks for services duly delivered may lead, subject to verification, to account limitations within the limits provided by the Terms of Service.

Nothing in this Policy limits or excludes the rights that the law grants to consumers on a mandatory basis, including:

• the remedies provided in case of lack of conformity of digital content and services (Legislative Decree 173/2021, implementing EU Directive 2019/770);
• the right of withdrawal in the cases and within the limits provided by the Italian Consumer Code (Legislative Decree 206/2005);
• the possibility of using the European online dispute resolution platform (ODR: https://ec.europa.eu/consumers/odr) and the alternative dispute resolution bodies provided for by Italian and European law.

In case of conflict between this Policy and mandatory provisions of law, the latter prevail.