Last updated: June 2022
This Coins Policy applies to users resident in the European Economic Area, Switzerland and the UK.
You must be at least 18 years old to buy and use Coins on the Platform.
This Coins Policy (“Coins Policy”) sets out the terms and conditions that govern the purchase and use of Coins on the Platform. The purchase and use of Coins on the Platform is entirely voluntary.
TikTok Information Technologies UK Limited (a company registered in England) and TikTok Technology Limited (a company registered in Ireland) jointly make Coins available via the Platform. However, the TikTok entity that is solely responsible for any payment, financial or tax obligations in relation to Coins is TikTok Information Technologies UK Limited.
Capitalised terms not defined in this Coins Policy have the meanings given to them in our Terms of Service and our Rewards Policy. Our Terms of Service apply to your purchase and use of Coins on the Platform and our Privacy Policy describes how we process your personal data.
1. What are Coins and how can you use them?
Coins are virtual items that can be purchased by users of the Platform (“Coins”). Coins can only be used on the Platform as a way to activate or access other virtual items or services that may be made available on the Platform from time to time (“Virtual Items”).
The number of Coins that are needed to activate or access Virtual Items will be displayed to you in advance, so, before you buy Coins, you should check how many you need. When you purchase Coins, the cost per Coin differs depending on how many you buy at one time and where you buy them. We will make the total price of the Coin package clear to you when you are buying Coins. You can track your spending on Coins, and how you use them to access Virtual Items, using the following tools:
- The total number of Coins in your account will be updated each time you purchase Coins or use them in exchange for Virtual Items. Your account balance is shown in your Settings (Settings and privacy > Balance) and any time you are about to use Coins to activate or access Virtual Items.
- In your Balance, you can view your Transaction History which shows you how much you have spent in local currency on Coins.
- In the Recharge section of your Balance, you can also view your Coin History which shows you how you have used Coins on the Platform.
Using Coins to activate Gifts
Gifts are Virtual Items that can be activated using Coins.
You can send Gifts to interact with and show your appreciation for the content on the Platform in accordance with our Terms of Service. When you send a Gift, other users of the Platform can see your username and the details of the Gift that you sent. By sending Gifts, you are not transferring money to other users of the Platform. Instead, the type and number of Gifts sent is a factor used by TikTok in calculating the popularity of user content when awarding Diamonds to the creators of such content, along with other factors which may apply depending on the Program, such as the duration or frequency of that content. Diamonds can be used to obtain money from TikTok in accordance with our Rewards Policy.
As Gifts are automatically activated with immediate effect, they are not returnable or refundable for either Coins or money.
2. How do you buy Coins?
Coins can be purchased either through a third party app store (like Apple’s App Store or the Google Play Store) or, in some countries, directly from TikTok through TikTok websites (“WebApp”). TikTok may allow for additional ways to obtain Coins at its discretion.
Wherever you buy your Coins, you must:
If you buy Coins directly from TikTok, e.g. through the WebApp, the following terms apply:
- The total price payable by you for the Coins will be displayed to you at the point of purchase. We will display the total price on the page where the Coins are advertised for sale.
- The Coins will be downloaded into your account as soon as we receive your payment.
- We always do our best to ensure that we credit your account with the correct number of Coins. If, for any reason, a mistake is made when crediting your account, we will contact you and correct the mistake as soon as we can.
- If your payment method is declined, your order will be cancelled automatically. We are not responsible for any issues between you and your card issuer, bank or other payment service provider.
If you buy Coins through a third party app store, like Apple’s App Store or the Google Play Store, then the applicable store’s terms of in-app purchases apply. If you have any questions about buying Coins through a third party app store (including if you wish to cancel any purchase of Coins that you have made), you need to contact the relevant store.
Withdrawal Rights, Refunds and Guarantees
If you have purchased Coins directly from TikTok, e.g. through the WebApp, then, except as otherwise required by the applicable law of your country, we will not provide you with a refund unless the Coins are defective.
If you live in the EEA or the UK, you have certain rights to withdraw from online purchases under consumer laws. If you have purchased Coins directly from TikTok:
- You have 14 days to withdraw from your purchase of Coins and request a refund, starting from the day after you purchase Coins (the “Withdrawal Period”). You don’t have to give us any reason to request a refund.
- You will not be able to request a refund (i) after the Withdrawal Period or (ii) for any Coins you have used during the Withdrawal Period.
- To withdraw from your purchase of Coins, please contact our customer support team here and provide us with the transaction ID of the purchase that you wish to withdraw from. Alternatively, you can complete and send us the model withdrawal form here.
- If you withdraw from your purchase, we will provide you with a refund of the payment received from you for the Coins. Refunds will be issued to the original payment method and may take up to 7 business days to appear in your account, depending on the payment method used to make the purchase. TikTok will not charge you any fees in connection with the refund.
If you have purchased Coins through a third party app store, like Apple’s App Store or the Google Play Store, then you need to contact the relevant app store about refunds.
If you live in the EEA, then EEA consumer laws provide you with a legal guarantee covering the Coins. Under this guarantee, we are liable for any lack of conformity you discover within two years of the supply of the Coins. Your national laws may provide an even longer guarantee. If you have any questions about your legal guarantee, please contact us here.
3. Your Rights
We give you permission (called a licence) to use Coins and Virtual Items for your personal use on the Platform. This means that you have no right or title in Coins or Virtual Items except as expressly stated in this Coins Policy. You may not buy, sell or exchange Coins or Virtual Items outside of the Platform, or attempt to sell, give or trade Coins or Virtual Items otherwise than as expressly permitted in this Coins Policy.
Coins do not have an expiry date. For legal, regulatory or business reasons, we may decide to stop offering Coins or Virtual Items to certain categories of users, or in certain countries or regions, or we may decide to stop offering Coins or Virtual Items entirely. If we do so, and our decision affects you, we will give you reasonable advance notice. In this notice, we will let you know how long you will have to use the Coins in your account.
We may terminate or suspend your right to buy or use Coins, or to access Virtual Items, immediately and without notice if we have a legitimate reason to do so, including any serious or repeated breach by you of our Terms of Service or Community Guidelines. If you believe that we have made an error in this regard, you can either follow the instructions to appeal on the Community Guidelines violation notice (if applicable) or you can get in touch using our feedback form here.
You may terminate your account at any time by closing your account and stopping your use of the Platform. Instructions for how to do this are in our Help Centre.
If your account on the Platform is terminated during the Withdrawal Period for Coins that you have purchased, you may request a refund for any unused Coins as set out in Withdrawal Rights, Refunds and Guarantees in section 2 above. Otherwise, you will not be entitled to a refund for unused Coins, so, we encourage you, where possible, to use your Coins before you cease to have access to your account on the Platform.
4. Contact us
If you have any problems when buying Coins from the WebApp, or using Coins or Virtual Items, or have a question concerning any aspect of this Coins Policy, please contact us here.