Refund & Cancellation Policy

Last updated: June 30, 2026

This policy explains how refunds, cancellations, and app-access renewals work for OraOrb and Ora App Plus.

1. OraOrb Companion Set

The OraOrb Companion Set is a hardware bundle that includes the Orb crystal device, Ora character figure, desktop charging mat, portable charging dock, and 12 months of Ora App Plus. The purchase price is $365 unless otherwise stated at checkout.

2. Included app access

The OraOrb Companion Set includes 12 months of Ora App Plus. After the included year, users may choose to renew Ora App Plus for $99/year. Renewal is optional and does not automatically renew unless you choose to renew.

3. App renewal cancellations

If you later choose to renew Ora App Plus, you may cancel future renewal according to the instructions in the app, account settings, checkout provider portal, or by contacting us at luqiwen@roleage.ai. Cancellation stops future renewal and does not automatically refund past charges unless required by law or stated in this policy.

4. Hardware order cancellation before shipment

If your OraOrb hardware order has not shipped, you may request cancellation by contacting us at luqiwen@roleage.ai. If the order has not been processed for shipment, we will make reasonable efforts to cancel and refund the order.

5. Returns and refunds after delivery

Hardware returns are handled under our Shipping, Returns & Warranty Policy. Unless a different return term is stated at checkout, unused hardware in original packaging may be eligible for return within 30 days of delivery. Refunds are issued to the original payment method after inspection and acceptance of the return.

6. Billing errors and duplicate charges

If you believe you were charged in error, charged twice, or cannot access a paid service you purchased, contact us at luqiwen@roleage.ai. We will review the issue and, where appropriate, issue a refund or correction.

7. Non-refundable items

Unless required by law, we may decline refunds for used or damaged hardware, missing accessories, returned items outside the return window, misuse, abuse, unauthorized resale, or digital services already delivered outside the stated refund window.

8. Processing time

Approved refunds are usually submitted to the payment processor within 5–10 business days. Your bank or payment provider may require additional time to post the refund.

9. How to request a refund or cancellation

Email luqiwen@roleage.ai with your order email, order number if available, and a brief description of your request.