This policy explains when we offer refunds and how to request one. It supplements section 5 of our Terms of Service.
1. The free plan
The free plan is free. There is nothing to refund. If you have been charged unexpectedly while on the free plan, that is an error — see “Mistaken charges” below and contact us right away.
2. Pro subscriptions
The Pro plan is a recurring subscription billed at the price shown at checkout. You can cancel at any time from the billing portal in settings. Cancellation stops all future charges, and your Pro access continues until the end of the current billing period.
We do not issue refunds for partial billing periods. Once a billing cycle has begun, your account has access to Pro features for that full cycle regardless of how much or how little you use it.
3. 14-day cooling-off (where required)
If you are a consumer in the EU, UK, or another jurisdiction that grants a statutory cooling-off period, you may request a full refund within 14 days of your first Pro subscription charge — provided you have not made substantial use of the paid Service during that period. Starting to use Pro features may end this right under the digital-content exception that applies in many of these jurisdictions.
4. Mistaken charges
We will refund in full if:
- You were charged after cancelling your subscription;
- You were charged twice for the same billing period;
- Your account was charged without your authorisation (please report immediately so we can investigate and, if appropriate, support a chargeback);
- We had a service outage of more than 48 consecutive hours during your billing cycle.
5. Discretionary refunds
We may issue refunds outside this policy at our discretion — for example, if you experienced a recurring issue we could not resolve, or if you signed up for the wrong plan within a few days of subscribing. We try to do the right thing; ask, and we will consider it.
6. How to request a refund
Email hello@oran.chat with:
- The email address on your account;
- The approximate date of the charge;
- A brief description of the issue.
We aim to respond within 3 business days. Approved refunds are issued to the original payment method and typically appear within 5–10 business days depending on your bank.
7. Chargebacks
If you open a chargeback with your bank or card issuer before contacting us, we may suspend access to the affected account pending resolution. We would much rather sort the issue out directly — please email first, and chargebacks should be a last resort.
8. Currency and taxes
Refunds are issued in the same currency as the original charge. Any applicable VAT, GST, or other tax collected at checkout is refunded together with the principal amount.
9. Changes to this policy
We may update this policy from time to time. Material changes will be announced by email or through the Service at least seven days before they take effect. The version that applies to a given charge is the one in force on the date of that charge.
10. Contact
Questions? hello@oran.chat.
See also our Terms of Service and Privacy Policy.