1. Overview
This policy explains how refund and dispute matters are handled for purchases made in the Onren app. Because purchases are processed through your app store, refund handling is closely tied to the policies of the Apple App Store and Google Play.
2. Store-processed purchases
Payments for coins, gifts and memberships are billed by the Apple App Store or Google Play. Refund requests for these transactions should generally be directed to the store that processed the payment, as refunds are governed by that store's policies and procedures.
- Apple: visit reportaproblem.apple.com to request a refund for an in-app purchase.
- Google Play: use the purchase in the Google Play app or the Google Payments site to request a refund.
3. Consumed digital content
Onren delivers digital content immediately upon purchase. Coins used for video, messaging or gifts, and gifts already sent, are considered consumed at the time of use and are generally not refundable once consumed, except where required by law or where the store grants a refund.
4. Unused balance
Where a refund is approved, any promotional or bonus amounts associated with the original purchase may be reversed, and the reversal is applied to your available balance. If an approved reversal exceeds the current balance, the shortfall is reconciled against future top-ups before new bonuses are released.
5. Subscriptions
Onren memberships auto-renew until cancelled. To avoid the next renewal, cancel before the renewal date through your Apple or Google subscription settings. Whether a refund is issued for a renewal that has already been charged depends on the store's policy.
6. Disputes & appeals
If you encounter a problem — for example a payment that did not credit, a service you believe was not delivered, or an account action you wish to appeal — please contact us through the in-app help center or the channels on our Contact page. We aim to review valid disputes fairly and provide an appeals route where actions can be reconsidered.
7. Chargebacks, fraud & abuse
Where a chargeback, refund or reversal results from fraud, abuse or violation of our terms, Onren may reclaim related virtual items, rewards and benefits, and may restrict or close the associated account. Repeated or malicious abuse of refunds may lead to further action to protect the platform.
8. Contact
For refund or dispute assistance, email contact@onrenai.com with your purchase details, or visit our Contact page. Please note that final decisions on refunds for in-app purchases rest with the applicable app store.