01What Are Virtual Items?
Virtual items on Eleva are digital goods that exist exclusively within the Eleva platform. They have no physical form and no existence outside the App. Current virtual items include:
- Eleva Tokens — the primary platform credit, purchasable via Google Pay or earnable through platform activity;
- Feed Gifts — animated virtual gift items sent from one user to a content creator on the feed, purchased using Tokens;
- Live Gifts — animated virtual gift items sent during Live broadcasts, purchased using Tokens.
Eleva may introduce additional virtual items from time to time. Any new items will be subject to this Policy unless a separate policy is published.
02What Virtual Items Are Not
- Not currency — Eleva Tokens and gifts are not legal tender in any jurisdiction. They cannot be used to purchase goods or services outside the Eleva platform.
- Not cryptocurrency — Eleva Tokens are not a blockchain-based asset, are not tradeable on any exchange, and are not subject to cryptocurrency regulations.
- Not a financial instrument or security — Virtual items do not represent a share, bond, unit trust, or any form of investment product.
- Not a stored value product — Eleva Tokens do not constitute electronic money as defined under the UK Electronic Money Regulations 2011 or EU E-Money Directive 2009/110/EC.
- Not transferable — Virtual items and token balances are personal to your account and cannot be transferred, sold, gifted, or traded to other users or third parties outside platform features explicitly designed for this (i.e., the gift function).
- Not a guarantee of value — The token-to-currency exchange rate for withdrawals is set by Eleva and may change. Eleva does not guarantee any particular value for tokens held in your wallet.
03Purchasing Virtual Items
Eleva Tokens may be purchased using Google Pay from within the App. The purchase price and token quantity are displayed clearly before any transaction is confirmed. No purchase is processed without your active confirmation.
Refunds on Token Purchases
Token purchases are non-refundable once credited to your account, except where:
- A technical error by Eleva resulted in incorrect charges or tokens not being delivered;
- You are a UK or EU consumer exercising statutory cancellation rights for digital content under the Consumer Rights Act 2015 (UK) or Consumer Rights Directive (EU) — note that the right to cancel digital content may be lost once download or streaming begins with your consent;
- Eleva terminates your account through no fault of your own, leaving an unused token balance.
Refund requests must be submitted to support@elevaplatform.org within 14 days of purchase.
Minimum Age
You must be at least 16 years of age to purchase virtual items. Eleva does not permit users under 16 to make purchases. Where applicable law requires a higher minimum age for in-app purchases, that requirement applies.
04Sending & Receiving Gifts
Sending a Gift
- Gifts are sent using Eleva Tokens from your Available Wallet;
- The number of tokens required per gift is displayed before confirmation;
- Once sent, gifts are final and non-refundable;
- You cannot gift to yourself or to accounts you control.
Receiving a Gift
- Gift receipts are credited to the recipient's Pending Balance after deduction of the applicable platform fee (20% for feed gifts; 50% for live gifts);
- The recipient does not receive the full token value sent — the platform fee is deducted at source;
- Gift earnings pass through the Pending → Available Wallet validation process (see Monetisation Policy Section 7);
- Eleva does not guarantee that received gift earnings will always be released — they are subject to fraud checks.
Gift Restrictions
- Gifts may not be used to pay for services, goods, or any exchange of value outside the platform;
- Requesting, soliciting, or coercing gifts in exchange for off-platform activity is prohibited;
- Using gifts as part of any money laundering, fraud scheme, or financial crime is prohibited and will be reported to authorities.
05What Happens to Your Tokens When Your Account Ends
If your account is deleted by you: any Available Wallet balance above the 100-token withdrawal threshold may be withdrawn before deletion. Remaining balances below the threshold are forfeited.
If your account is terminated by Eleva for breach of Terms: token balance treatment follows the Terms of Service Section 11 (Forfeiture — Differentiated Treatment). Purchased tokens are not automatically forfeited for non-fraud terminations — you are given a 14-day window to withdraw them before account closure. For fraud-related terminations (including fraudulent KYC, money laundering, or systematic earnings manipulation), all token balances (Available and Pending) are forfeited in full and no withdrawal is permitted.
If your account is terminated by Eleva for other reasons (platform shutdown, service discontinuation): Eleva will provide reasonable notice and allow eligible users to withdraw Available balances above the minimum threshold.
Pending balances are never withdrawable, regardless of the reason for account closure.
06Prohibited Uses of Virtual Items
- Using tokens or gifts to disguise payments for illegal goods or services;
- Artificially inflating gift earnings through coordinated self-gifting;
- Selling, exchanging, or transferring tokens outside the platform;
- Using virtual items in any way that constitutes money laundering, fraud, or financial crime;
- Using gifts to create an obligation on the recipient (pay-to-watch, pay-to-follow schemes).
Violation of these restrictions will result in monetisation block, account suspension, forfeiture of all related earnings, and potential law enforcement referral.
07Changes to Virtual Items
Eleva may introduce, modify, or discontinue virtual items at any time. For material changes (including changes to gift values, platform fees, or token exchange rates), we will provide at least 30 days' notice via in-app notification.
Questions: support@elevaplatform.org
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