Oriora — Refund Policy

Last updated: 2026-06-08

This page summarizes how refunds work at Oriora. The binding terms — including how your balance is treated on account closure or termination — are set out in our Terms of Service (Sections 3 and 15), which govern in the event of any conflict.

Web (Creem) top-ups — 24-hour window

Unused wallet balance from a web top-up can be refunded within 24 hours of the top-up, for any reason, requested from the billing section of account settings or by emailing support@orioralabs.com. After 24 hours, the unused balance is non-refundable. Creem is the Merchant of Record; the refund is returned to your original payment method through Creem, which also handles any tax/VAT adjustment.

App Store (Apple) top-ups

Top-ups purchased through Apple are subject to Apple's own refund policy and terms. Apple processes those payments and handles their refunds; refund requests are made to Apple (through the App Store or Apple Support), not to Oriora — Oriora does not process, approve, or decline Apple refunds.

What is not refundable

• Consumed balance — wallet units you have already spent are non-refundable, regardless of when they were spent.
• Service fee — a service fee is charged at checkout to cover payment processing costs. This fee is non-refundable even within the 24-hour window.
• Auto-topup charges — each automatic top-up starts its own 24-hour window. Only the unused portion of that charge is eligible.

Balance does not expire

Your ecosystem dollar balance does not expire. Unused balance stays available to spend for as long as your account is open.

Failed AI calls

Calls that fail before any AI work is produced are not charged. For calls that produce partial output and then fail mid-way, the AI cost incurred up to the failure point is charged.

Account closure & termination

How your remaining balance is handled when an account closes or is terminated — including the difference between closing your own account, termination by Oriora for a policy breach, and Oriora discontinuing the service — is governed by Sections 3 and 15 of our Terms of Service. Please refer to those sections for the binding terms.

Disputes and chargebacks

Disputes are handled through the payment processor's standard dispute flow. Initiating a chargeback may result in the Oriora account being suspended pending dispute resolution.