Refund Policy

Last Updated: January 15, 2025

1. Overview

At Ornyxavo, we strive to provide high-quality social gaming trivia experiences. We understand that circumstances may arise where you need to request a refund. This policy explains when refunds are available and how to request them.

1.1 General Principles

• We are committed to fair and transparent refund practices
• Refund eligibility depends on the type of purchase and timing of the request
• All refund requests are reviewed on a case-by-case basis
• We reserve the right to refuse refunds that violate this policy

2. Free Services

Ornyxavo offers many features at no cost. Since free services involve no monetary transaction, refunds are not applicable. However, if you experience technical issues with free features, please contact our support team for assistance.

3. Subscription Services

3.1 Monthly Subscriptions

Refund Eligibility:

• Within 7 Days: Full refund available if requested within 7 days of initial purchase
• After 7 Days: No refund available for the current billing period
• Renewal Charges: No refunds for automatic renewal charges after the renewal date

3.2 Annual Subscriptions

Refund Eligibility:

• Within 14 Days: Full refund available if requested within 14 days of initial purchase and minimal usage (defined as less than 10 quiz completions)
• After 14 Days: Prorated refund may be considered in exceptional circumstances at our sole discretion
• Renewal Charges: No refunds for automatic renewal charges after the renewal date

3.3 How to Cancel Subscriptions

To cancel your subscription:

1. Log in to your Ornyxavo account
2. Navigate to Account Settings → Subscription
3. Click "Cancel Subscription" and follow the prompts
4. You will receive an email confirmation of cancellation

Alternatively, contact our support team at [email protected] for assistance with cancellation.

4. One-Time Purchases

4.1 Virtual Currency and Credits

Refund Policy:

• Unused Credits: Refund available within 14 days if credits remain completely unused
• Partially Used: No refund once any portion of purchased credits has been used
• Expired Credits: No refunds for expired credits or virtual currency

4.2 Premium Content Packs

Refund Policy:

• Before Access: Full refund within 48 hours if content has not been accessed
• After Access: No refunds once premium content has been accessed or downloaded
• Technical Issues: Refunds available if technical problems prevent content access and cannot be resolved

5. Special Promotions and Bundles

5.1 Discounted Offers

Products purchased at promotional prices are subject to the same refund terms as regular-priced items. Promotional discounts cannot be retroactively applied or refunded as credit differences.

5.2 Bundle Purchases

Bundle purchases cannot be partially refunded. Refund requests for bundles must meet the eligibility criteria for all items within the bundle.

6. Free Trials

6.1 Trial Period Cancellation

• During Trial: Cancel anytime during the free trial period to avoid charges
• Trial Conversion: If you forget to cancel and are charged, request a refund within 48 hours of the charge
• Multiple Trials: Only one free trial per user; subsequent trial signups will be charged immediately

7. Refund Process

7.1 How to Request a Refund

To request a refund:

1. Contact our support team at [email protected] or [email protected]
2. Include the following information:
   • Your account email address
   • Order/Transaction ID
   • Date of purchase
   • Reason for refund request
   • Any relevant supporting documentation
3. Submit your request within the applicable refund window

7.2 Review Process

• Initial Review: All refund requests are reviewed within 2-5 business days
• Additional Information: We may request additional information to process your request
• Decision Notification: You will receive email notification of our decision

7.3 Processing Time

Once approved:

• Refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your financial institution
• PayPal refunds typically appear within 1-3 business days

8. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Consumed virtual currency or credits
• Accessed or downloaded premium content
• Services rendered in full (completed quizzes, tournaments entered)
• Promotional items received as gifts or bonuses
• Purchases made more than 30 days ago (unless otherwise specified)
• Accounts terminated for Terms of Service violations
• Third-party service fees or charges

9. Exceptional Circumstances

9.1 Technical Issues

If technical problems prevent you from accessing purchased content or services:

• Contact support immediately to report the issue
• We will attempt to resolve technical problems within 48 hours
• If resolution is not possible, a refund will be issued
• Downtime of less than 4 consecutive hours does not qualify for refunds

9.2 Billing Errors

If you believe you were charged incorrectly:

• Contact support within 60 days of the charge
• Provide documentation of the billing error
• We will investigate and correct any confirmed errors
• Refunds for billing errors will be processed immediately upon confirmation

9.3 Unauthorized Charges

For unauthorized or fraudulent charges:

• Report immediately to [email protected]
• File a formal dispute if necessary
• We will investigate all unauthorized charge claims
• Verified unauthorized charges will be refunded in full
• Accounts may be temporarily suspended during investigation

10. Chargeback Policy

10.1 Chargeback Consequences

• Immediate suspension of account access
• Loss of all virtual currency, credits, and progress
• Ineligibility for future refunds or disputes
• Potential legal fees and collections action
• Permanent ban from Ornyxavo services

10.2 Disputing Chargebacks

We reserve the right to dispute unjustified chargebacks and may provide evidence to your financial institution demonstrating that services were properly rendered.

11. EU and UK Consumer Rights

11.1 Right of Withdrawal

For users in the European Union and United Kingdom:

• You have the right to withdraw from purchases within 14 days without giving a reason
• This right applies to subscription services and digital content
• For digital content, the right of withdrawal expires once content delivery has begun with your consent
• Express consent is obtained during the purchase process

11.2 Defective Products

If purchased services are defective or not as described:

• You may be entitled to a repair, replacement, or refund
• Contact support to report defects or discrepancies
• We will remedy the situation within a reasonable timeframe

12. Refund Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our platform. Material changes will be communicated via:

• Email notification to registered users
• Prominent notice on our website
• In-app notifications

Your continued use of Ornyxavo after changes constitutes acceptance of the modified policy. Purchases made before policy changes are governed by the policy in effect at the time of purchase.

13. Customer Support

13.1 Contact Methods

13.2 Response Time

• Email inquiries: Response within 24-48 hours
• Refund requests: Review within 2-5 business days
• Urgent billing issues: Priority handling within 24 hours

14. Dispute Resolution

14.1 Internal Dispute Process

If you disagree with a refund decision:

1. Request a review by emailing [email protected]
2. Provide detailed explanation and any additional evidence
3. A senior team member will review your case within 5 business days
4. The decision from this review is final

14.2 External Dispute Resolution

If internal resolution is not satisfactory, you may:

• Contact your payment provider to dispute the charge
• File a complaint with consumer protection agencies in your jurisdiction
• Seek mediation or arbitration as specified in our Terms & Conditions

15. Fair Use and Abuse Prevention

We reserve the right to deny refunds or suspend accounts that exhibit patterns of abuse, including but not limited to:

• Repeated refund requests for similar purchases
• Refund requests after extensive use of services
• Purchasing content immediately before refund requests
• Multiple accounts used to exploit refund policies
• Threatening or abusive behavior toward support staff

We use fraud detection systems to identify and prevent refund abuse. Accounts found engaging in fraudulent refund activity will be permanently banned.

16. Additional Terms

16.1 Currency and Exchange Rates

• Refunds are issued in the original purchase currency
• Exchange rate fluctuations are not grounds for refund adjustments
• Currency conversion fees charged by payment processors or banks are not refundable

16.2 Taxes and Fees

• Applicable taxes paid with your purchase will be refunded
• Payment processing fees are non-refundable
• International transaction fees are non-refundable

16.3 Gift Purchases

• Gift purchases are refundable only to the original purchaser
• Refunds cannot be issued to gift recipients
• Unredeemed gift codes may be refunded within 30 days
• Once a gift code is redeemed, it becomes non-refundable

Thank you for being part of the Ornyxavo community. We appreciate your business and strive to provide excellent service.