Refund Policy

This Refund Policy applies to all payments made through [Melo (the "App") and [www.meloparty.com] (the"Website"), operated by [NEXORA LABS PTE.LTD.] ("we," "us," or "our"). This policy is intended to clarify the refund process for different payment methods and to provide clear channels for support and dispute resolution.

1. In-App Purchases (IAP) via Apple App Store / Google Play Store

All in-app purchases of virtual currency, premium subscriptions, digital gifts, or other content processed through the Apple App Store or Google Play Store are governed by the respective platform's official refund policies.

Refund Process:

To request a refund for an IAP transaction, please follow the instructions provided directly by Apple or Google:

• Apple: Request a refund for apps or content that you bought from Apple
• Google: Request a refund for Google Play purchases

Our Role:

[NEXORA LABS PTE.LTD.] does not directly process, approve, or deny refunds for IAP transactions. All refund decisions for IAP are made solely by Apple or Google, in accordance with their terms of service. We will assist you with any inquiries related to your transaction history, but cannot override platform decisions.

2. Payments Processed via Stripe

For one-time payments, subscriptions, or other transactions processed directly via Stripe (e.g., on our website or through direct checkout), refunds are subject to Stripe's Terms of Service and the conditions outlined below.

Refund Eligibility:

Refund requests for Stripe payments must be submitted within 30 days of the original transaction date, unless required by applicable law (e.g., EU consumer protection laws).

Refund Discretion:

Refunds are processed at the sole discretion of [NEXORA LABS PTE.LTD.]. Approved refunds will be credited back to the original payment method within 5–10 business days, subject to Stripe's processing times.

Exclusions:

No refunds will be granted for:

• Consumed virtual goods (e.g., used virtual currency, sent gifts)
• Services already rendered (e.g., completed live sessions, delivered content)
• Partially used subscription periods, unless the subscription is canceled within the applicable cooling-off period
• Purchases made due to user error (e.g., accidental purchases, incorrect account usage), unless required by law.

3. Support & Dispute Resolution Channels

If you have any questions, concerns, or disputes regarding payments, refunds, or the services provided by [Melo], please contact us through one of the following dedicated channels:

3.1 In-App Support Ticket

Navigate to me > Problem Feedback > Submit a Ticket within the App to create a support request.
Our team will respond to your ticket within 24–48 business hours.

3.2 Email Support

For payment disputes, detailed refund inquiries, or complex issues, you may email our dedicated support team at: zhimailian@meloparty.com
Please include the following information in your email to help us resolve your issue efficiently:

• Your user ID or registered email address
• The transaction ID (if applicable)
• A detailed description of your issue or request

3.3 Response Timeline

All support tickets and emails will receive an initial acknowledgment within 24 hours.
Resolution of disputes typically takes 3–5 business days, depending on the complexity of the issue and coordination with payment providers (e.g., Stripe, Apple, Google).

4. General Provisions

Policy Changes:

[NEXORA LABS PTE.LTD.] reserves the right to modify this Refund Policy at any time. Changes will be posted on this page and take effect immediately upon posting. Your continued use of the App or Website after the effective date of changes constitutes your acceptance of the revised policy.

Governing Law:

This Refund Policy is governed by the laws of [Your Jurisdiction, e.g., Singapore / United States / European Union], without regard to its conflict of law principles.

Contact Us:

For any other questions regarding this policy, please contact us at the channels listed above.