Refund Policy

1. What credits are

One Poesis credits are units you use to run features in One Poesis, such as Pyli conversations, research, idea grading and paid protection steps that use credits. Credits are a prepaid right to use those features. They are not money, electronic money, a deposit or a financial product, and they have no cash value except where this policy or the law says otherwise.

This policy forms part of the Terms of Service. The public refund entry for this draft is also at /refund.

This page is a draft for review. Refund rules below marked as proposed are business proposals only. They are not approved, not automated in Stripe, and do not change credit balances by themselves.

2. Getting credits

• Welcome credits: new accounts receive a one-time allowance of free credits when they finish setting up (currently 10 welcome credits in the app, with a separate profile reward when that feature is claimed). Free credits are a courtesy. We may change the offer for future accounts, and we may remove free credits obtained through misuse, such as creating multiple accounts.
• Credit packs and top-ups: when packs or custom top-ups are on sale, customer-facing prices are shown in Philippine pesos (PHP). Any US dollar figure is a reference only. The price, the number of credits and any bonus are shown before you pay.
• Credits restored by us: we may add credits to your balance, for example to make good a problem. These follow the same rules as free credits.

3. Using credits

Before a feature uses credits, One Poesis shows the cost or an estimate. When you confirm, we hold up to that amount while the work runs, then charge what was actually used and release the rest. A Pyli conversation turn is charged only when Pyli answers.

If a feature fails before it finishes, the held credits are released automatically and nothing is charged. If you think you were charged for something that did not work, tell us at [email protected]. Where we confirm the problem, we will restore the credits.

Feature costs can change. A change never affects an action you have already confirmed.

4. Paying for filings and Poesis Pro

Preparing and filing an application, and other paid Poesis Pro services where offered, are paid at checkout. Card payments are processed by Stripe, and the amount and currency are shown before you pay. Where manual payment such as GCash is offered, you upload your receipt and our team verifies it before work continues.

Government fees are set by the relevant office and are not One Poesis fees. They are shown separately where they apply. Once a fee has been paid to the office, it is governed by the office's rules and we cannot refund it.

We will not submit an application until payment is confirmed and you have authorised it in the Authorize One Poesis step.

5. Failed, duplicate and disputed payments

If a payment fails, you are not charged and nothing is added to your account. If you are charged twice for the same thing, or charged without receiving what you paid for, contact us at [email protected] with your payment reference and we will correct it.

If you dispute a card payment with your bank, we may pause the related service or credits while the dispute is reviewed. Please contact us first; it is usually faster.

6. Refunds

• Credits used on features: credits are charged only for work that completed. Credits used on completed work are not refundable, except where a feature did not work as described, in which case we restore them.
• Unused purchased credits: Proposed draft for review: unused purchased credits may be refunded within 7 days of purchase if you contact us before those credits are used. Credits that have been used cannot be refunded as money. This rule is not yet approved or automated.
• Filing and preparation fees (including Poesis Pro service fees): Proposed draft for review: Poesis Pro and other preparation or filing service fees may be refundable if no filing work has started. Once filing work has started, service fees follow what was shown at checkout. This rule is not yet approved or automated.
• Government fees: paid to the office, and refundable only under the office's own rules. Once filing has occurred, government fees are non-refundable through One Poesis.
• Free or bonus credits: have no cash value and are never refunded as money.

Approved money refunds go back to the original payment method. Free and restored credits are never refunded as money.

Nothing in this policy takes away rights you have under the Consumer Act of the Philippines (Republic Act No. 7394) or other laws that protect consumers.

To ask about a refund under this draft, contact [email protected]. That is the support address configured in the current product. A proposed alternate inbox of [email protected] is not configured and is listed for Master's decision only.

7. Expiry

Credits in your balance do not currently expire. Temporary holds placed while a feature runs end automatically. If we ever introduce expiry, we will give at least 30 days' notice before it applies to credits you already hold.

8. No transfers or cash out

Credits belong to the account that received them. They cannot be sold, transferred to another account, exchanged for cash or used outside One Poesis.

9. When an account closes

If you delete your account, any credits left in it end with the account. If you hold unused purchased credits, contact us before deleting so we can apply the refund terms above. Your credit and payment history is kept as a record, as explained in the Privacy Notice.

If we close an account for breaking the Terms of Service, free credits end and we will deal with any purchased credits fairly and as the law requires.

10. Taxes and receipts

Tax treatment of prices: To be confirmed. Your payment confirmation and your credit history in the Wallet are your record of each transaction.

11. Changes to this policy

We may update this policy. Changes do not affect payments or actions you have already confirmed. If a change materially affects you after this policy is approved and published, we will tell you in the app or by email before it applies.