ocoboco
Refund Policy
We want you to be happy with what you make here. This policy explains when you can get your money back, how to cancel, and what happens if an adventure fails to produce. It forms part of our Terms of Service and should be read alongside the Pricing page.
1. What you are buying
ocoboco sells story credits, which are digital content. One credit is spent to produce one personalized adventure. Credits are supplied either as a recurring monthly allowance with the Storyteller subscription, or as a one-off credit pack. All purchases are digital and delivered instantly through the website.
Payments are processed by Paddle.com Market Ltd, our authorised reseller and merchant of record. Paddle issues your receipt and processes any refund back to your original payment method.
2. The 14-day right of withdrawal (EU, UK and other applicable regions)
If you are a consumer in the European Union, the United Kingdom, or another region with an equivalent statutory cooling-off right, you have 14 days from the date of purchase to withdraw and receive a full refund.
In practice this means: within 14 days of a purchase we refund it in full if you have spent none of its credits, and we refund the unspent portion on a pro-rata basis if you have spent some of them.
3. Credit packs
- Fully unused, within 14 days — full refund, no questions asked.
- Partly used, within 14 days — pro-rata refund for the credits still on your balance from that pack.
- After 14 days — we are not obliged to refund, but if something has gone wrong, write to us. We look at these case by case and we would rather sort it out than leave you with something you did not want.
Purchased credits do not expire, so an unused pack keeps its value indefinitely.
4. Subscriptions
- Cancel any time. Go to Account → Manage subscription in the app. Cancelling stops all future charges.
- You keep what you have. After cancelling you keep access until the end of the period you have already paid for, and any credits already on your balance stay yours — they do not disappear when the subscription ends.
- First 14 days. A first subscription payment is refundable in full within 14 days if you have not spent any of that month's credits, and pro-rata for the credits you have not spent.
- Renewals. We do not generally refund a renewal after its credits have been used, but if a renewal caught you by surprise and you have not used the month, contact us within 14 days of the charge and we will refund it.
- Part-months. We do not pro-rate an unused part of a month on cancellation, because the month's credits are granted in full at the start of the period.
5. If an adventure fails to produce
If production fails, the credit is automatically returned to your balance — you are never charged for an adventure we did not deliver. This is handled by the system and needs no action from you. If you see a failure and the credit has not come back within a few minutes, tell us and we will restore it.
A credit is also returned if your brief is declined by our content-safety checks, so a rejected attempt costs you nothing.
6. What we do not refund
- Credits already spent on adventures that were successfully produced and delivered. The adventure remains in your library and playable, so the service was performed.
- Dissatisfaction with the creative content of a delivered adventure. Stories are generated by AI and each one is different; we cannot guarantee a particular outcome. That said, if an adventure came out broken rather than merely not to your taste, contact us — we regularly return credits for that.
- Accounts terminated for a breach of the Terms of Service.
7. How to request a refund
Email hello@ocoboco.co from the address on your account, and include your order or receipt number. You do not need to give a reason for a withdrawal request inside the 14-day window.
- We aim to respond within 2 business days.
- Approved refunds are issued by Paddle to your original payment method, normally within 5–10 business days depending on your bank or card issuer.
- Refunds are made in the currency of the original transaction. We are not responsible for exchange-rate movements or fees charged by your own bank.
- Refunded credits are removed from your balance when the refund is issued.
You may also contact Paddle's buyer support directly at paddle.net, where you can look up your order and manage your subscription.
8. Your statutory rights
Nothing in this policy limits any right you have under the consumer-protection law of your country that cannot be limited by agreement. Where this policy is more generous than the law requires, the more generous term applies.
9. Changes to this policy
We may update this policy. Changes apply to purchases made after the updated policy is posted, and we will update the “last updated” date above.
10. Contact
Questions about refunds or billing: hello@ocoboco.co · Ilya Mezherovsky (sole proprietor), Shapira Israel 8, Givatayim, Israel.