Refund Policy

1. General Policy

Pelora is a marketplace platform and billing intermediary for sessions and related platform services. Credit purchases and session charges are generally final unless a refund, reversal, or account credit is appropriate under this policy. We evaluate requests individually and aim to resolve issues within 3–5 business days.

2. When Refunds Are Issued

You are eligible for a refund in the following circumstances:

• Technical failure — A session could not connect or was interrupted due to a platform error (not user connection issues).
• Duplicate charge — You were charged more than once for the same transaction.
• Unauthorized charge — A charge was made without your authorization (report immediately).
• Unused credits on cancellation — If you cancel within 14 days of a purchase and have not used any credits from that purchase.
• Platform-reviewed remedy — In limited cases, Pelora may issue a full or partial account credit as a courtesy billing remedy where session records show a clear service, connection, or platform issue.

3. When Refunds Are Not Issued

Refunds are generally not available for:

• Completed sessions, regardless of satisfaction with the content of a session.
• Partially used credit packages.
• Credits spent on sessions that were connected and delivered.
• Dissatisfaction with a specialist's style, interpretation, or session outcome (all services are for entertainment only).
• Purchases made more than 30 days prior to the refund request.

4. How to Request a Refund

1. Email support@pelora.co with the subject "Refund Request".
2. Include your account email, the date and approximate time of the charge or session, the amount, the specialist name if relevant, and the reason for your request.
3. For session-related issues, please contact us as soon as possible and ideally within 7 days of the affected session.
4. Our team will review your request and respond within 3–5 business days.
5. Approved refunds may be processed to the original payment method or, where appropriate, issued as Pelora account credit.

5. Chargebacks

We strongly encourage you to contact us before initiating a chargeback with your bank. We resolve the vast majority of billing disputes within 48 hours. Chargebacks initiated without prior contact may result in account suspension during investigation.

Where suspicious, abusive, or unauthorised billing activity is identified, we may request additional information, temporarily restrict account access, or place holds on credits while the matter is reviewed.

For more information, see our Billing & Disputes page.

6. Subscription Cancellation

If you have an active recurring subscription, you may cancel at any time. See our Cancel Subscription page for instructions. Cancellation stops future charges; it does not automatically trigger a refund for the current billing period unless specified otherwise.

7. Changes to This Policy

We may update this Refund Policy at any time. Continued use of the platform after changes constitutes acceptance of the updated policy.