This Refund Policy explains how coin purchases ("deposits"), gifts, and creator earnings work on SecretHeat, and what your options are if something goes wrong with a payment.
SecretHeat's coin top-up is a manual process: you pick a coin package, pay via the QR code or account details shown, and submit your payment (optionally with a screenshot as proof). Your deposit is then reviewed by our team, who either approve it — crediting the coins to your wallet — or decline it, with a reason, if we're unable to confirm the payment.
If a deposit is declined (for example, we couldn't verify the payment was received), no coins are credited to your wallet, and no charge should have gone through on our end since we never take payment directly — you pay externally via your own banking or payment app. If you believe you paid but your deposit was declined in error, contact support with your payment reference so we can review it manually.
We may, at our discretion, make an exception and reverse a transaction in cases such as:
Exceptions are evaluated case by case — contact support with details and we'll investigate.
Streamers earn a percentage of the coins gifted to them, credited to their earnings balance and shown in rupees. Earnings are separate from your own purchased coin balance and follow their own withdrawal process. Reversing a gift (per an approved exception above) also reverses the corresponding portion of the recipient's earnings tied to that gift.
If you believe you were charged incorrectly, a deposit was wrongly declined, or a gift was sent in error, contact us at support@secretheat.online with your account username, the approximate date/time, and any payment reference or screenshot you have. We aim to respond to all refund/dispute requests within a reasonable time.
We may update this Refund Policy from time to time. If we make material changes, we'll update the "Last updated" date above.