Refund policyRefund policy

This Refund Policy applies to paid Orene memberships purchased through Apple’s App Store. It explains Orene’s support standard and how to ask Apple for a refund. It forms part of the Orene Terms and Conditions.

Orene will support a refund request made within 14 calendar days after the relevant charge when a technical problem with Orene materially prevented you from using the paid app and, after a reasonable opportunity to investigate, we were unable to resolve the problem within the support timeframe communicated for your case.

Nothing in this policy limits a mandatory refund, warranty, cancellation, or consumer right available under the law where you live. If local law or Apple’s applicable terms provide a broader right, that right continues to apply.

A request qualifies under Orene’s voluntary 14-day technical-issue policy only when all of the following conditions are met:

1. The request is timely. You contact Orene or submit the request to Apple no later than 14 calendar days after the date of the charge shown on your Apple receipt.
2. There is a material technical problem. A malfunction in Orene prevents you from signing in, receiving a paid entitlement, opening the paid app, using its core editing or capture functions, saving a project, or exporting as intended. A small visual issue or preference that does not prevent meaningful use is not material.
3. The problem is attributable to Orene. The issue occurs on a device and iOS version supported by the current App Store listing and is not caused solely by damaged hardware, unavailable storage, a user-disabled permission, an unsupported or modified operating system, or the user’s network or Apple Account.
4. We can investigate. You provide reasonably requested details and complete safe, proportionate troubleshooting steps. We may need the app version, iPhone model, iOS version, purchase status, steps that produce the issue, and a screenshot or screen recording that does not reveal sensitive content.
5. We cannot provide a timely fix or workable solution.After receiving the information needed to investigate, Orene is unable to restore meaningful use within the timeframe stated for the case—normally seven calendar days—or another timeframe we agree with you in writing.
6. Apple approves the request. The purchase remains subject to Apple’s refund eligibility rules and verification.

A temporary workaround counts as a resolution only if it safely restores the paid function in a reasonably usable way. We will not treat a workaround as adequate if it removes the essential feature you purchased Orene to use.

Unless applicable law or Apple’s terms require otherwise, Orene’s voluntary policy does not support a refund solely for:

• a change of mind, infrequent use, or no longer wanting the app;
• forgetting to cancel a free trial or auto-renewing membership before the renewal deadline;
• an accidental purchase, purchase by another household member, or use of the wrong Apple Account;
• a creative preference, including disliking a Look, filter, crop, or aesthetic result where the feature works as described;
• a minor defect that does not materially prevent use of the paid Service;
• loss of a local project after you deleted the project or app, lost or replaced the device, or restored a backup that did not contain the local data;
• lack of device storage, a denied camera, microphone, Photos, or notification permission, or a device or iOS version outside the supported requirements;
• cellular or Wi-Fi charges, poor connectivity controlled by you or your carrier, an Apple Account or payment-method issue, or an App Store outage that Orene cannot control;
• continued use of an outdated app after a compatible corrective update was made available, without a reasonable reason you could not update;
• refusing reasonable troubleshooting or not providing enough information to assess the issue; or
• a request made more than 14 calendar days after the charge.

These exclusions describe Orene’s voluntary support standard only. Apple may approve or deny a request under its own rules, and statutory consumer remedies remain unaffected.

Step 1 — contact Orene within 14 days

Email support@orene.me with “Refund request” in the subject line. Contacting us early gives us the best chance to fix the problem before the 14-day window ends.

Include:

• the date of the charge and whether the plan is weekly or annual;
• the Apple email or private relay address used for your Orene account, if known;
• your iPhone model, iOS version, and Orene app version;
• a concise description of what you attempted, what happened, and the exact steps that reproduce it;
• any error text, and a screenshot if it contains no sensitive image;
• the troubleshooting already attempted; and
• an Apple order or transaction reference only if needed. You may redact billing address and unrelated purchases.

Step 2 — allow troubleshooting

We will review the information, verify entitlement status where possible, and suggest reasonable steps such as restoring purchases, checking a required permission, updating Orene or iOS, restarting the app, or testing a safe workaround. We will not ask you to weaken device security, share an Apple password, or permanently delete unexported work as a first-line step.

Step 3 — submit the refund to Apple

You can submit a refund request at reportaproblem.apple.com:

1. sign in with the Apple Account used for the purchase;
2. choose “I’d like to” and then “Request a refund”;
3. choose the reason, select the Orene purchase, and submit; and
4. keep the confirmation and check the request status through the same site.

You may submit to Apple before Orene’s investigation is complete, but Apple can decide the request independently. If useful, include the Orene support case details in the explanation available to you.

Orene aims to acknowledge a complete refund-support email within two business days. After we have the information reasonably needed to investigate, our normal resolution period is up to seven calendar days. A case may take longer if it depends on an iOS or App Store issue, requires a new app build, cannot be safely reproduced without more information, or is affected by events outside our reasonable control. If so, we will tell you what is outstanding and provide a revised timeframe.

If we resolve the issue within the communicated period, the request does not qualify under Orene’s voluntary technical-issue refund standard. If we confirm that the issue materially prevented use and we cannot resolve it in time, we will state that outcome so you can provide it to Apple if Apple permits supporting information.

Apple states that it generally provides an update on a submitted refund request within 24 to 48 hours. That is Apple’s estimate, not Orene’s guarantee. If Apple approves the request, your bank or payment provider may need additional time to post the funds.

Cancel a membership

Cancellation prevents a future renewal. Manage it in iOS Settings under your Apple Account’s Subscriptions section or at Apple’s subscription management page. You normally retain access until the end of the paid period. Cancellation does not by itself refund the current or a previous charge.

Request a refund

A refund asks Apple to reverse a particular completed charge. Submitting a refund request may not cancel future renewals, so confirm the subscription status separately. If Apple refunds a membership, Orene may remove the associated paid entitlement as soon as the refund status is received.

Delete Orene or your account

Deleting the app removes its local data from that device. Deleting an Orene account removes Orene-controlled account data as described in the Privacy Policy. Neither action automatically cancels a subscription or creates a refund. Apple billing must be managed separately.

If the problem is safe to troubleshoot, these steps often restore access without affecting your projects:

• confirm that the App Store shows the purchase under the same Apple Account used on the device;
• open Orene’s paywall or Membership screen and choose Restore Purchases;
• confirm the device has a working internet connection for verification;
• install the latest compatible Orene update from the App Store;
• restart Orene and, if needed, restart the iPhone;
• check that the specific permission needed by the failing feature is enabled in iOS Settings; and
• confirm there is sufficient free device storage for a full-resolution project, capture, or export.

Do not uninstall Orene while you have unexported projects or captures you want to keep unless support specifically explains the risk and you choose to proceed. Orene does not hold a cloud copy that can restore local work.

Apple may ask for additional information, deny a request, approve a full or partial amount where allowed, or apply country-specific consumer rules. Orene cannot override Apple’s decision, see the payment method Apple used, or control bank processing time.

An approved refund is ordinarily returned by Apple to the payment method used for the transaction. If that method is closed or unavailable, contact Apple or the relevant financial institution. Orene cannot redirect an App Store refund to a different card, bank account, cash payment, or store credit.

If the charge is pending, Apple may not allow a refund request until a receipt is issued. If you cannot find the charge, check the Apple Account on the receipt and any Family Sharing purchases, then contact Apple Support if necessary.

Submit one support case per technical issue and one Apple request per charge. Duplicate submissions do not speed review. We may decline to support a voluntary request that contains materially false information, altered evidence, abusive conduct, or an attempt to retain paid access after a refunded transaction, without limiting rights that cannot be waived.

Before initiating a bank chargeback, consider using Apple’s refund process and contacting support. A chargeback is handled by your bank and Apple, may cause Apple to restrict the transaction or account, and may result in Orene entitlement being removed. This paragraph does not prevent you from using a lawful payment-dispute right.

We may update this policy for future purchases when Orene’s membership, support process, Apple’s systems, or applicable law changes. The policy in effect on the date of your charge will be considered together with any mandatory rights and Apple terms that apply to that transaction. We will not use a later policy to take away a non-waivable right.

For technical help, purchase restoration, account questions, or assistance documenting a refund request, contact Orene below. Apple remains the point of contact for the final refund decision and movement of funds.