Cancellation & No-Refund Policy

1. Nature of Digital Virtual Goods

UnWritten provides interactive, real-time AI-driven narrative experiences. When you purchase virtual currency (Ink/Coins) from our Store via Razorpay:

• Instant Digital Delivery: The purchased coins are immediately and automatically credited to your user wallet balance in Supabase upon payment gateway confirmation.
• Immediate Consumption: Virtual coins are consumed immediately upon sending turn-based prompts to AI story characters (standard cost: 10 coins per turn) or unlocking story chapters.
• Non-Returnable: Unlike physical goods, digital currency and AI computation resources cannot be retrieved, repossessed, or returned once allocated.

2. Strict No-Refund & No-Chargeback Policy

In accordance with digital goods commerce regulations in India and our Terms of Service:

• No Partial or Pro-Rata Refunds: Unused coins remaining in a user's account cannot be cashed out, refunded, or converted back into Indian Rupees (INR) or any other fiat currency.
• No Refunds for Dissatisfaction with AI Responses: While our AI engines adhere closely to canon story descriptions, generative AI responses are creative and varied. Subjective dissatisfaction with character roleplay decisions does not qualify for a refund.
• Chargebacks: Initiating an unauthorized chargeback or payment reversal with your bank or payment issuer after receiving the coins is a breach of these terms and will result in the immediate and permanent termination of your UnWritten account.

3. Free Trial & Testing Before Purchase

To ensure complete transparency, UnWritten provides complimentary free trial turns (~60 free messages) to every registered user upon sign-up.

Users are explicitly encouraged to use their free allowance to thoroughly evaluate the interactive character responses, pacing, and platform mechanics prior to deciding to make any financial commitment or purchase coins.

4. Cancellation Policy

All coin pack purchases (e.g. ₹29 for 200 Ink, ₹59 for 500 Ink, ₹149 for 1500 Ink, ₹299 for 3500 Ink) are one-time purchases and do NOT involve recurring automated billing. Therefore:

• There are no standing recurring subscriptions to cancel.
• Once an order is authorized on Razorpay, it cannot be canceled mid-transit or after fulfillment.

5. Technical Payment Failures (Amount Debited but Coins Not Received)

If your bank account or UPI was debited by Razorpay but your coins were not credited to your UnWritten dashboard due to a network glitch or server drop:

1. Razorpay's automated reconciliation system automatically re-attempts wallet credit or will auto-refund the failed transaction back to your source account within 5 to 7 banking days.
2. If coins are still not reflected after 1 hour, email us at support@domisec.in with your Razorpay Payment ID (e.g. pay_...) and registered email address. We will verify the transaction and manually credit the coins to your balance immediately.