Refund Policy

1. Scope of Policy

This Refund Policy applies to purchases of Hanaura SaaS licenses made through the official website.

Hanaura provides automation infrastructure only. Digital products (game top-ups, PPOB, vouchers, etc.) are fulfilled through third-party registered aggregators.

2. License Purchases (Website Orders)

Due to the nature of digital license activation, all successfully activated license purchases are generally non-refundable.

Refunds may only be considered in the following cases:

• Duplicate payment for the same invoice
• Payment captured but license not activated due to verified system error
• Payment gateway processing error confirmed by provider

3. Digital Product Transactions (End-User via Bot)

For transactions processed inside Discord servers using the Hanaura bot:

• Transactions successfully delivered are non-refundable.
• Incorrect user ID or input provided by the buyer is non-refundable.
• Refunds are not granted for change of mind.

If payment is successful but the product is not delivered due to confirmed system or supplier failure, the transaction may be refunded or retried after investigation.

4. Refund Request Timeframe

Refund requests must be submitted within 3 (three) calendar days from the transaction date.

Requests submitted beyond this period may not be processed.

5. Chargeback & Fraud Prevention

Unauthorized chargebacks or fraudulent disputes may result in:

• Immediate suspension of the associated license
• Permanent account restriction
• Reporting to the Payment Gateway provider

6. Processing Time

Approved refunds are processed through the original payment method and may take 3–10 business days depending on the Payment Gateway and banking provider.

7. Support Channel

All refund requests must be submitted via:

• Official ticketing system inside the Discord bot
• Email: hanaura.store@gmail.com