This Refund Policy explains when a charge for Omega can be refunded. It sits alongside the mandatory consumer rights you keep under EU and Bulgarian law — the binding wording for your 14-day right of withdrawal is in our Terms, section 7, and nothing here takes away rights the law does not let us take away.
Within 30 days
As a voluntary goodwill policy — on top of the statutory rights below — if you ask within 30 days of a charge we refund your unused, unspent balance in full, no questions asked. Email [email protected] or ask from your dashboard.
This goodwill window does not override the consumed-usage rule in what we refund: AI usage you have already spent has already been paid to the upstream model provider, so it is not part of a refund.
Your 14-day EU right of withdrawal
Separately from the goodwill window above, if you are a consumer in the EU you have a statutory 14-day right of withdrawal on digital purchases. This right is described in binding detail in our Terms, section 7 — the summary here is for orientation only.
- Prepaid credits. Credits give you immediate access to a digital service. At checkout you expressly request that supply begin immediately and acknowledge that the withdrawal right is lost once supply begins and to the extent credits are spent. Unspent credits remain refundable.
- Subscriptions. The 14-day right also applies to a newly-purchased subscription. Because you ask for the plan to start immediately, if you withdraw within the 14 days we may deduct a proportionate amount for the service already provided and reimburse the rest.
Your mandatory consumer and conformity rights are never waived. See Terms, section 11 for those rights.
What we can and can't refund
We refund unused, unspent balance — this covers both prepaid top-up credit and the unused balance of a subscription. We do not refund consumed AI usage, because we have already paid the upstream provider for it.
Unspent prepaid top-up credit and the unused balance of a subscription are refundable.
AI usage you have already spent — we've already paid the upstream provider for it.
How to request a refund
Email [email protected] from the address on your account, or ask from your dashboard. Tell us which charge you mean; a clear statement is enough, and no particular form is required. To exercise the 14-day right of withdrawal, tell us before the period expires — a model withdrawal form is available in the full Terms.
We process approved refunds to the same means of payment you used, without undue delay — and, for a valid withdrawal, within 14 days. Your bank or card issuer may take a little longer to post the funds.
Chargebacks & misuse
Please contact us first — we can almost always resolve a billing question faster than a bank dispute. Opening a chargeback instead of contacting us may lead to your account being suspended while the dispute is investigated. We also reserve the right to decline or claw back refunds obtained through fraud or abuse — for example repeatedly spending credits and then requesting their refund. None of this affects your genuine statutory rights.