1. Failed visualisations (wallet credits)
When you tap Make it real, Visualora uses credits and starts the render. If it fails, the app is designed to return those credits to your wallet automatically. If a refund does not appear, email mstudiothoughts@gmail.com with the approximate time. We may refuse a wallet refund if the visualisation actually completed, if credits were used for something else, or if we detect abuse.
Unused promotional credits (signup bonus, streaks, rewarded ads) generally expire with the account and are not paid out as cash.
2. Real-money purchases
One-time credit packs (for example Visualora products such as onetime_120, onetime_400, and onetime_1000) and Visualora Pro (when offered as a subscription) are charged by Apple or Google, not by a card form inside Visualora. We do not see your full payment number.
Refunds of the money you paid are controlled by the store:
- Apple: reportaproblem.apple.com or Settings → your name → Subscriptions / purchase history.
- Google Play: play.google.com/store/account/orderhistory and request a refund if the Play policy allows it.
If Apple or Google grants a refund, we may reverse the credits or paid access that purchase granted. We may also ask the store to review a refund if credits were already spent on completed visualisations.
Where we can help directly (for example a double charge that the store has not yet seen), email support within 14 days of the charge with the store receipt.
3. Cancelling a subscription
Cancel in the same store account that subscribed — Visualora cannot cancel an Apple or Google subscription on your behalf from our website.
- iOS: Settings → your name → Subscriptions → Visualora → Cancel.
- Android: Google Play → Payments & subscriptions → Subscriptions → Visualora → Cancel.
You keep access until the end of the paid period unless the store says otherwise. Cancelling stops renewal; it does not always refund the current period.
4. Ads and free credits
Rewarded ads and daily streaks are optional ways to earn credits. They are not purchases and are not refundable as money. If an ad completes but credits do not land, try again once, then contact support.
5. How to request help
Email mstudiothoughts@gmail.com from the address on your Visualora account, or use the contact form. Include platform (iOS or Android), approximate time, and whether the issue is missing credits, a failed render, or a store charge. We will not ask you to send a password or full card number.
6. Consumer law
If your local law gives you a mandatory cooling-off or refund right that this policy cannot override, that law controls. This policy is governed with the Terms of Service under the laws of India except where your consumer rights require otherwise.