Refund Policy

1. Summary

OKOKAI PTE. LTD. distributes HER and Kevin through the Apple App Store and Google Play. All in-app credit purchases are processed by the relevant store, and refunds are governed by each store's policy — not by OKOKAI directly.

This page explains the refund process for each platform, what is not refundable, and what we can do to help if you run into trouble.

2. Apple App Store

To request a refund for an HER or Kevin purchase made through Apple:

1. Visit reportaproblem.apple.com.
2. Sign in with the Apple ID used for the purchase.
3. Find the HER or Kevin charge and follow Apple's prompts.

Apple generally accepts refund requests within 90 days of purchase and decides on a case-by-case basis. EU consumers' statutory rights under EU Consumer Rights Directive 2011/83/EU are protected through Apple's EU-compliant refund flow.

3. Google Play

To request a refund for an HER or Kevin purchase made through Google Play:

1. Within 48 hours of purchase: open the Google Play Store app → Account → Order history → Request refund. Refunds within this window are typically automatic.
2. After 48 hours: see Google Play refund help for the developer-mediated process.

EU consumers' statutory rights are protected through Google Play's EU-compliant refund flow.

4. What's NOT refundable

• Credits that have already been spent (text messages, voice notes, photos, video clips, calls). Once consumed, no refund.
• Promotional credits, bonus credits, or credits given as gifts (these have no cash value).
• Accounts that have been suspended or terminated for violation of our Terms of Service.

5. How we can help

If you have trouble with a platform refund — denied request, no response, missing transaction — email [email protected] with the subject line Refund Help and include:

• The platform (Apple or Google)
• The Apple ID or Google account associated with the purchase
• The order ID or receipt number
• The date and amount of the purchase
• A brief description of what happened

We'll confirm receipt within 1 business day and do our best to help — though final approval rests with the platform.

6. Chargebacks & disputes

Before initiating a chargeback with your bank or card issuer, please contact [email protected] first. We can often resolve issues faster directly than through a chargeback process, which can take weeks to investigate.

Note: chargebacks for App Store / Google Play purchases are typically handled by the platform's billing system; routing them through us may delay resolution.

7. Contact

For all refund questions:

• Email: [email protected] (subject: Refund Help)
• Postal address: OKOKAI PTE. LTD., 21 Collyer Quay, Singapore 049320