Refund Policy

Important Notice

Orichess is a skill-based gaming platform that does not involve real money transactions, gambling, or betting.

Since our platform operates on a free-to-play model where OC coins are earned exclusively through skilled gameplay (not purchased with money), traditional "refund" policies typically do not apply. However, this policy outlines our approach to various scenarios you might encounter.

OC coins Policy

How OC coins Work

• Earned Through Skill: Coins are earned by playing chess, solving puzzles, and achieving milestones
• No Monetary Value: OC coins cannot be sold, transferred, or exchanged for money
• Platform Currency: Used exclusively within Orichess for rewards and features
• No Expiration: Coins remain in your account unless spent or account is inactive for 2+ years

Ori Coin Disputes

If you believe OC coins were incorrectly awarded or deducted:

• Technical Errors: We will investigate and restore coins if a system error occurred
• Fair Play Violations: Coins earned through cheating will not be restored
• Game Disputes: Coins from fairly completed games cannot be reversed
• Account Security: Report unauthorized access immediately for investigation

Coin Restoration Process

1. Contact support with detailed information about the issue
2. Our team will review game logs and system records
3. Legitimate technical errors will result in coin restoration
4. Decisions are typically made within 3-5 business days

Voucher Redemption Policy

Successful Redemptions

When you redeem OC coins for vouchers:

• Voucher codes are provided instantly or within 24 hours
• Coins are deducted from your account immediately upon redemption
• Voucher validity and terms are managed by third-party providers (Amazon, etc.)
• We are not responsible for issues with the vouchers themselves

Redemption Issues

If you experience problems with voucher redemption:

Technical Failures

• System Error: If coins are deducted but no voucher is received, we will investigate
• Invalid Codes: We will work with providers to resolve code issues
• Delivery Delays: Extended delays will be investigated and resolved

Resolution Process

1. Report the issue within 7 days of redemption
2. Provide redemption confirmation and relevant details
3. Our team will investigate with voucher providers
4. Resolution typically within 5-10 business days

Available Remedies

• Replacement Voucher: New voucher of equal value when possible
• Ori Coin Restoration: Return coins if voucher cannot be provided
• Alternative Reward: Different voucher of similar value by mutual agreement

Premium Features Policy

Premium Feature Access

Premium features earned with OC coins include:

• Advanced game analysis and insights
• Ad-free gaming experience
• Exclusive board themes and customization
• Priority matchmaking and tournament access
• Enhanced statistics and performance tracking

Feature Issues

If premium features don't work as expected:

• Technical Problems: We will fix the feature or restore coins
• Service Interruptions: Compensation may be provided for extended outages
• Feature Changes: Advance notice given before feature modifications
• Account Issues: Premium status will be restored after resolving account problems

What We Don't Refund

Gameplay-Related Items

• Lost Games: OC coins spent on tournament entries for games you lose
• Strategic Decisions: Coins spent on cosmetic items you later don't want
• Rating Changes: Coins earned from games where your rating was later adjusted
• Competitive Losses: Natural outcomes from fair competitive play

Policy Violations

• Cheating Penalties: Coins lost due to fair play violations
• Account Bans: Assets forfeited due to Terms of Service violations
• Fraudulent Activity: Coins obtained through dishonest means

External Factors

• Third-Party Issues: Problems with redeemed vouchers after successful delivery
• Internet Problems: Losses due to your internet connection issues
• Device Issues: Problems caused by your device or software

Fair Play and Security

Anti-Cheat Measures

Our fair play system may affect your OC coins in the following ways:

• Cheating Detection: Coins earned through cheating will be removed
• False Positives: Legitimate coins will be restored after successful appeal
• Investigation Period: Coins may be temporarily frozen during investigations
• Appeal Process: Fair review process for disputed fair play decisions

Account Security

• Unauthorized Access: Report immediately for investigation and potential restoration
• Shared Accounts: No restoration for losses from account sharing
• Weak Passwords: User responsibility to maintain account security

Time Limits and Procedures

Reporting Time Limits

• Voucher Issues: Report within 7 days of redemption
• Technical Errors: Report within 30 days of occurrence
• Account Security: Report immediately upon discovery
• Fair Play Appeals: Submit within 14 days of penalty

Investigation Timeline

• Simple Issues: 1-3 business days
• Complex Cases: 5-10 business days
• Third-Party Dependencies: Up to 14 business days
• Fair Play Appeals: 7-14 business days

How to Request Resolution

1. Gather Information: Screenshots, transaction IDs, timestamps
2. Contact Support: Email support@orichess.com with details
3. Provide Evidence: Include all relevant documentation
4. Await Investigation: Our team will review and respond
5. Follow Up: Check your email for updates and requests for additional information

Dispute Resolution

Internal Resolution Process

1. First Contact: Email our support team with your concern
2. Investigation: We review your case thoroughly
3. Initial Response: First response within 2 business days
4. Resolution: Final decision communicated clearly

Escalation Options

If you're not satisfied with the initial resolution:

• Manager Review: Request escalation to a support manager
• Appeals Process: Formal appeal with additional evidence
• Alternative Resolution: Mediation for complex disputes

External Resolution

For unresolved disputes, you may pursue:

• Binding arbitration as outlined in our Terms of Service
• Consumer protection agency complaints (where applicable)
• Legal action in accordance with governing law

Policy Updates

This Refund Policy may be updated periodically to reflect:

• Changes in our platform features and services
• Legal and regulatory requirement updates
• Improvements to our customer service processes
• Feedback from our user community

When we update this policy:

• We will post the updated version on our website
• The "Last updated" date will be revised
• Significant changes will be communicated via email
• Continued use of our platform constitutes acceptance of changes