Refund Policy

Last Updated: 2026-04-05

This policy applies to purchases made through Prelo and processed by our designated Merchant of Record.

1. What You Are Purchasing

Prelo currently sells digital credit packs as one-time purchases. Unless explicitly stated at checkout, purchases do not auto-renew and are not subscriptions.

2. Refund Eligibility Window

Refund requests must be submitted within 14 days of the charge date.

3. Eligible Refund Scenarios

• Duplicate charge for the same order.
• Unauthorized payment activity (subject to verification).
• Technical failure where credits were not delivered after successful payment and we cannot correct delivery within a reasonable time.

4. Non-Refundable Scenarios

• Requests submitted more than 14 days after payment.
• Credits that have been materially consumed after delivery.
• Violations of our Terms of Service or abuse/fraud related to purchases.

5. How To Request a Refund

Email contact@prelo.city with:

• Account email
• Order ID or receipt details
• Purchase date and amount
• Reason for request

6. Review and Payout Timing

• We aim to review requests within 5 business days.
• If approved, refund processing time is typically 5 to 10 business days depending on your payment method and bank.

7. Chargebacks

If possible, contact us before filing a chargeback so we can resolve billing issues quickly.

8. Consumer Rights

This policy does not limit any mandatory consumer rights that apply in your jurisdiction.

Related legal terms: Terms of Service