Digital credits are handled with clarity and restraint.

This refund policy applies to purchases of Oneira credits (for patients) and clinical Pro/Elite subscription plans (for therapists) processed through Paddle. It does not apply to free daily credit refills, signup bonuses, or credits granted by support remediation.

Because the platform delivers digital entitlements and premium clinical modules immediately after successful fulfillment, digital purchases are generally considered consumed upon delivery.

A refund may be considered when a payment was duplicated, a charge was made in error, the purchased entitlement was not delivered because of a platform failure, or applicable law requires a refund.

We may also review unusual cases manually, including unresolved payment disputes, confirmed fraud, or technical failures that prevented the account from receiving the purchased credits.

Patient Credits: Credits that have already been spent on dream analysis, cognitive reframes, or cumulative reports are strictly non-refundable. Once consumed, the services have already been fully delivered by external API processors.

Therapist Subscriptions: Subscription fees for the current billing cycle (monthly or yearly) are non-refundable if the therapist has actively utilized the premium modules (such as generating AI-grade reports or performing clinical OCR scans) during that cycle.

Negative Balance & Fraud: If an approved refund is issued for a credit bundle that has already been spent, resulting in a negative credit balance, the associated patient account will be automatically suspended to prevent abuse.

Send a message to support@oneira.space from the email associated with your account and include the payment date, approximate amount, and a short explanation of what happened.

If the payment came through Paddle, include any useful receipt or transaction details. This helps support locate the order and determine whether the charge can be reversed or corrected.

Refund reviews are handled manually and may take several business days depending on the complexity of the case and the payment provider's own settlement process.

If an approved refund is issued, the associated credits or entitlement may be revoked or adjusted from the account ledger to keep balances accurate.

Nothing in this policy limits any statutory refund, cancellation, or consumer protection right that applies in your jurisdiction. Where mandatory law provides additional protection, that law controls.

If there is any conflict between this policy and applicable law, the law prevails.