Refund and cancellation policy
Effective 5 August 2026. Requests are reviewed against purchase type, benefit usage, applicable law, and the selected payment provider's rules, including Dodo Payments or Airwallex.
Credit top-up refunds
Duplicate charges, incorrect amounts, a paid order that cannot be credited, and cases required by law may be reviewed. Credits already delivered and used are normally non-refundable; treatment of an unused balance remains subject to applicable law and the provider outcome.
Membership cancellation and refunds
Cancel automatic renewal from Membership. Cancellation takes effect at the end of the paid period and does not itself refund a started period, except for duplicate or incorrect charges or where applicable law requires otherwise.
How to request and the 14-day request window
Contact info@pureoceanmotion.com within 14 calendar days after the transaction completes. Include the username, local order ID, amount, currency, payment time, selected provider, and reason. Requests after 14 days are reviewed only where applicable law requires it or in exceptional cases such as duplicate or incorrect charges. Never send a card number, password, recovery code, or complete API key.
Credit adjustments
After the payment provider confirms a refund, a corresponding credit adjustment is added without deleting the original transaction. Partial refunds adjust credits and promotional benefits proportionally. Insufficient credits enter manual review rather than making the balance negative.
Acknowledgement, review, and settlement timing
Support acknowledges a complete request within 2 business days and completes the eligibility review within 5 business days after acknowledgement, or tells you what additional information is required. Once approved and submitted to the payment provider, a refund typically reaches the original payment method within 5–10 business days. Banks, card networks, or payment providers may cause additional delay; support will provide a status update when known. Do not pay again while an order is confirming. Reply to the original support ticket for further review; statutory consumer rights are not limited by this policy.