This Refund Policy explains refunds for purchases on Omen, provided by [COMPANY LEGAL NAME]. Payments are processed by Dodo Payments as merchant of record, and approved refunds are returned to your original payment method through Dodo.
Wallet top-ups
Unused paid wallet credit may be refunded within [REFUND WINDOW] of purchase on request. Bonus and cashback credit is promotional and is not refundable; it is removed when the paid credit it came with is refunded. Credit already spent on chats is not refundable except as described below.
Chat sessions
If a chat session failed because of a technical problem on our side (for example, you were charged but no replies arrived), contact us within [CLAIM WINDOW] and we will review it and credit or refund the affected amount: [SESSION REFUND RULES].
Pay Later charges
Pay Later charges cover chat time you used. If you believe a charge is wrong, contact us before opening a dispute with your bank so we can resolve it quickly.
How to request a refund
Email [CONTACT EMAIL] from the email or phone number linked to your account, with the date and amount. We aim to respond within [RESPONSE TIME]. Refunds typically reach your card within [PROCESSING TIME] depending on your bank.
Chargebacks and disputes
If you open a dispute with your bank, related credit may be held or removed from your wallet while the dispute is reviewed.
Your statutory rights
This policy does not affect any rights you have under the consumer protection laws of your country: [JURISDICTION-SPECIFIC NOTES — pending legal review].