Refund policy

Overview

This policy explains how refunds work for purchases made through Relo: the monthly Mora subscription and one-time Mora gem top-up packs. It supplements the Fees section of our Terms of Service. Payments are processed by our merchant of record, Paddle, and refunds are issued back to your original payment method through Paddle.

As stated in our Terms, fees are generally non-refundable except where required by applicable law. That said, we review every request and aim to be fair — the situations below describe when we will issue a refund.

When we issue refunds

We will refund you in the following cases:

• Billing errors. You were charged incorrectly, for example a duplicate charge, a charge after you cancelled before the renewal date, or a charge for the wrong amount.
• Unauthorized charges. A charge was made on your account without your authorization. Contact us promptly so we can also help secure your account.
• Service failure. A technical problem on our side prevented you from using the AI features you paid for (for example, gems were deducted but the feature did not run and the gems were not returned), and we were unable to resolve it.
• Where required by law. Consumers in certain jurisdictions (for example the EU, UK, and Australia) have statutory rights that cannot be waived, including withdrawal and remedy rights. Nothing in this policy limits those rights.

What is generally not refundable

• Partially used billing periods. If you cancel mid-cycle, your subscription remains active until the end of the period you paid for, but we do not prorate or refund the remainder.
• Consumed Mora gems. Gems that have already been spent on AI features cannot be refunded.
• Expired gems. Monthly-allotment gems that expired at the end of a billing period, and top-up gems that expired one month after purchase, are not refundable.
• Forgetting to cancel. Renewal charges after a renewal date are generally not refundable, though if you contact us shortly after an accidental renewal and have not used the new period’s gems, we will usually make an exception.

Cancelling your subscription

Cancelling is separate from requesting a refund, and you can do it yourself at any time from your account menu inside Relo. When you cancel, no further charges are made, and you keep access to your remaining gems until the current billing period ends. To avoid being charged for the next month, cancel before your renewal date.

How to request a refund

Email us at support@relolearn.com with the subject “Refund” and include:

• the email address on your Relo account;
• the approximate date and amount of the charge; and
• a brief description of the issue.

We aim to respond within a few business days. Approved refunds are processed through Paddle to your original payment method; depending on your bank or card issuer, it may take 5–10 business days for the funds to appear. If a refund is issued, any gems associated with the refunded purchase are removed, and the related subscription period may be ended.

Chargebacks

If you believe a charge is wrong, please contact us before disputing it with your bank — we can almost always resolve billing issues faster than the chargeback process. Accounts associated with fraudulent chargebacks may be suspended.

Changes to this policy

We may update this policy from time to time. Material changes will be communicated through the Services or by updating this page. The version in effect at the time of your purchase applies to that purchase.

Contact

Questions about billing or refunds? Contact us at support@relolearn.com.