Payments, billing, and our refund policy

A plain-language explanation of how money works on LoreLoom — what you pay for, how billing works, and why we don't offer refunds on digital purchases.

What you can pay for

LoreLoom has two paid offerings:

• Loom+ — a monthly or annual subscription that removes daily message limits, unlocks higher-quality AI responses, and gives access to premium features as they're added.
• Orbs — a one-time top-up of in-app currency used for things like extra messages, special actions, and cosmetic unlocks in the shop.

Everything else on LoreLoom is free. You can create characters, browse the gallery, and chat on the free tier without spending anything.

How payments are processed

Where you buy decides who takes the payment, and the two work differently enough to be worth spelling out.

In the Android app, everything goes through Google Play. Google handles the payment, sends the receipt, and holds the subscription — we never see your card details at all. Accepted methods are whatever you have set up on your Google account.

On the website, payments are processed securely through Razorpay, a PCI-DSS compliant payment gateway. Your card details are never stored on our servers — they go directly to Razorpay's encrypted infrastructure, and we receive only a confirmation that the payment succeeded plus a transaction reference. Accepted methods include major credit and debit cards, UPI, net banking, and popular wallets — whatever Razorpay supports in your region.

Subscription billing

Loom+ subscriptions renew automatically at the end of each billing period — monthly or annually, depending on the plan you chose. You'll receive a receipt after each successful charge. Cancelling stops the next renewal but does not end access early: you keep Loom+ until the period you already paid for runs out.

Where you cancel depends on where you subscribed. If you subscribed in the Android app, the subscription belongs to Google and only Google can cancel it — go to Google Play → Subscriptions, or use the "Manage or cancel in Google Play" link under Settings → Subscription in the app. Deleting your LoreLoom account does not cancel it. If you subscribed on the website, manage it from your account settings there.

Refund policy

We do not offer refunds on purchases made through our website. Website purchases — subscriptions and Orbs alike — are final and non-refundable once the transaction is complete.

Purchases made in the Android app are Google's to refund, not ours. They are governed by Google Play's refund policy, which includes a short window after purchase during which you can request one directly from Google. We cannot approve or deny those requests, and we cannot reverse a charge Google has taken — if you want a refund on an in-app purchase, ask Google.

Our own no-refund position on website purchases applies because:

• Loom+ grants immediate access to premium features the moment payment clears. The value is delivered instantly and digitally, which means it cannot be "returned."
• Orbs are credited to your account immediately and may be spent right away. Once credited, there is no way to reverse the consumption.
• Digital goods and services are generally excluded from standard consumer return rights in most jurisdictions once access has been granted.

We strongly recommend trying the free tier before upgrading so you can be confident LoreLoom is right for you. If you're unsure whether Loom+ is worth it, the free tier gives you a genuine feel for the product before you commit.

Exceptions we will consider

While our policy is no refunds, we will look into the following situations on a case-by-case basis if you contact us promptly:

• You were charged twice for the same transaction due to a technical error.
• Your payment went through but your account was never credited (subscription not activated, Orbs not added).
• An unauthorised charge you did not make — in which case you should also contact your bank immediately.

In these cases, reach out via the contact page with your transaction ID and a description of what happened. We'll investigate and respond as quickly as we can.

Chargebacks

If you initiate a chargeback with your bank or card provider without contacting us first, your account will be suspended while the dispute is open. We encourage you to reach out to us directly — we can usually resolve genuine billing issues faster than a formal dispute process.

Questions

If something about your bill doesn't look right, or you have a question not covered here, the contact page is the best way to reach us.