Self-serve refund requests,
reviewed with care.

01The promise

Any paid licence purchased through heyora.in or the in-app billing flow can request a refund from heyora.in/account within the window for your plan (see Section 2).

You may choose a reason in the account portal. It helps us detect product issues, billing errors and possible abuse patterns.

Refunds are reviewed against payment status, activation time, device usage and prior refund history before the payment gateway transfer is initiated.

02Refund windows

Pro monthly

Seven (7) calendar days from the date of the most recent monthly charge.

Pro annual

Fourteen (14) calendar days from the date of the annual charge.

Free tier & 7-day Pro trial

Not applicable — nothing was charged.

Windows are calculated in calendar days, in Indian Standard Time (UTC+05:30).

03Self-serve flow

Inside the refund window, the account portal at heyora.in/account exposes a single Request refund action. We compute eligibility automatically using three signals:

• Within the applicable refund window for the charged plan.
• Low usage of paid-tier features (the threshold is published in the portal — currently fewer than three federated synthesis sessions and no more than one active device).
• No prior pattern of refund abuse on the account.

If the review passes, the refund is initiated through Razorpay against the original payment. You receive an email update; your paid licence may be revoked or downgraded after the refund is approved.

If any signal is borderline — for example, you're inside the window but you've used Pro features heavily — the portal still accepts the request but routes it to a short human review. We aim to respond within 24 hours.

If you are outside the refund window, see Section 7.

04Pro monthly

• Within 7 days of the monthly charge: a refund request is available from your account.
• After 7 days: you may cancel auto-renewal at any time from Settings → Billing. The current month remains active until period end. The current month is not pro-rated unless required by applicable consumer law.
• Renewals: a renewal charge starts a new 7-day window if there was no Pro feature use in the renewed period (a "forgot to cancel" safety net). Contact us; we review case-by-case.

05Pro annual

• Within 14 days of the annual charge: a refund request is available from your account.
• After 14 days: refunds may be considered for technical issues, duplicate payments or billing errors.
• Annual-plan discounts are not separately cashable or transferable.

06Free tier & trials

The six (6) month Free tier and one-time 7-day Pro trial are provided at no charge. There is nothing to refund. After the trial and signed grace period, Pro features lock safely; an eligible verified account may then claim Free once or upgrade.

07If self-serve isn't an option

Email [email protected] with the subject "Refund request" and include:

1. The email address on the account (or the order ID / payment reference).
2. The plan (Pro monthly or Pro annual).
3. The date and amount of the charge.
4. A short note on the situation — technical issue, billing error, missed cancellation, etc.

Service-level commitments:

• Acknowledgement within one (1) Indian business day.
• One-click decisions (low-risk, inside window): 24 hours.
• Manual review (outside window, technical issues): 48 hours.

Technical issues and clear billing errors are eligible for refund outside the windows above, at our discretion. We treat these as the highest priority.

08What happens to your licence

On refund, your paid entitlement is revoked after the verified provider state is recorded. Pro-only features stop at the next authoritative entitlement check, while your local data — chats, agents, memory, audit log and settings — remain on your device. If the account is eligible, it may separately claim the six-month Free plan once.

You may re-purchase later at the then-current price; no penalty.

09Processing & timelines

Refunds are issued to the original payment method. Typical processing times:

UPI

Within 5–7 Indian business days from initiation.

Cards (domestic)

5–10 Indian business days; depends on your issuing bank.

Cards (international)

7–14 business days.

Netbanking

5–7 Indian business days.

Wallet (Paytm, Amazon Pay etc.)

2–5 business days.

Razorpay and your bank or payment provider handle the actual refund transfer after ORA initiates it.

10GST & tax adjustments

For Indian customers, GST collected at the time of purchase is refunded along with the principal amount. A credit note will be issued in accordance with the Central Goods and Services Tax Rules and reflected on the original invoice.

Business customers who claimed input tax credit (ITC) on the original invoice: please reverse the ITC for the refunded period in your GST return. Our credit note enables this.

11Currency & exchange

Current ORA checkout charges and refunds in INR through Razorpay. If your card issuer converts that amount, its exchange rate or conversion charge may differ between the purchase and refund dates.

12Payment processing

Razorpay or banking fees charged to ORA are handled by ORA and are not silently deducted from an approved customer refund. If you request and agree to a partial refund, the approved amount will be shown in the support confirmation before it is initiated.

Your bank, card issuer or wallet may apply its own currency-conversion or account charges; those third-party charges are outside ORA's control.

13Chargebacks

If you intend to dispute a charge with your bank, please contact us first at [email protected]. In nearly every case, a direct refund (instant, self-serve, no fee dispute) is faster than a chargeback (banks take 30–90 days).

An initiated chargeback automatically suspends the licence pending resolution and may result in revocation if the chargeback is upheld. Fraudulent chargebacks may be referred to relevant authorities.

14What we don't refund

The following are not eligible for refund from ORA:

• API usage charges billed by third-party Providers (Anthropic, OpenAI, Google, etc.) — those are between you and the Provider (see Section 16).
• Charges outside your plan's refund window, except for technical issues, billing errors, or as required by consumer law.
• Service interruptions caused by Providers, your internet connection, or your operating system.
• Licences revoked for violation of acceptable use or fraud.
• Renewals where Pro features were actively used in the renewed period, unless required by consumer law.
• Time spent learning the product, or change-of-mind requests filed weeks after purchase.

15Abuse & misuse

To keep self-serve refunds sustainable for everyone, we monitor for patterns that indicate misuse rather than legitimate dissatisfaction. The following may result in additional review, denial, or a ban from future purchases:

• More than two refunds within a rolling 90-day period from the same account, payment method, or device fingerprint.
• Refund request after heavy paid-tier usage (e.g. more than fifty federated synthesis sessions inside the trial / refund window).
• Creation of multiple accounts to repeatedly claim the 7-day Pro trial.
• Use of disposable email addresses or burner phone numbers at checkout.
• A chargeback filed without a prior refund request to us.

None of these are bans on their own — they are signals we look at together. If we deny a refund on this basis, you receive a short written explanation and a path to appeal.

16AI provider charges

Because ORA uses a BYOK ("bring your own keys") model, your AI Provider bills you directly. If you believe you were charged in error by a Provider, contact that Provider's support directly. We can point you to their support documentation but cannot refund their charges.

ORA's Pro features include cost telemetry and budget caps to help you avoid runaway Provider charges — please configure these in Settings.

17Disputes & escalation

If you are not satisfied with our handling of a refund request, escalate to [email protected] with the subject "Refund escalation". A senior reviewer will respond within five (5) Indian business days.

Unresolved disputes are governed by the dispute resolution clause in our Terms of Service.

Nothing in this Refund Policy limits your statutory rights under the Consumer Protection Act, 2019 or other applicable consumer law.

18Contact

Refund requests & billing: [email protected]
Subject lines we recognise: Refund request, Refund escalation, Billing.

This policy is published at heyora.in/refunds. The version above is current; older versions are archived on request.