Refund Policy

Last updated: August 5, 2026

Operator: FUYAO TECH INC

This Refund Policy explains when WooMoo returns minutes to your account balance, when a payment refund may be reviewed, and how to contact us if something went wrong.

Core rule: WooMoo uses a scheduled-session model. When you book a session, the full scheduled length is deducted from your minutes balance at the time the booking is confirmed. The session window then runs by the clock. Joining late, leaving early, disconnecting, or using only part of the session does not reduce the minutes used.

1. Two different things: returned minutes and payment refunds

WooMoo has two types of refund-related outcomes:

Most session issues are handled by returning minutes to your WooMoo balance, not by reversing the original payment.

2. When minutes are returned automatically

Minutes are returned only in the situations below.

Returned minutes appear in your minutes history. If the minutes came from a membership cycle, they remain subject to that cycle's expiration rules. Returning minutes does not extend the membership cycle.

3. When minutes are not returned

Minutes are not returned in these situations:

• you do not join the session;
• you join late;
• you leave before the scheduled end time;
• you disconnect or lose internet connection;
• your browser blocks microphone access;
• your device or browser cannot use the microphone;
• the advisor joins within the first 10 minutes but is late;
• the advisor joins and later leaves before the scheduled end time;
• you decide after the session that the guidance was not what you expected.

The session window is based on the scheduled time. If a session is booked from 8:00 PM to 9:00 PM, it closes at 9:00 PM even if someone joined late, left, or reconnected during the session.

4. Payment refunds

Purchases are generally final once completed. We may review a payment refund request when there appears to be a payment, billing, or service-delivery problem that cannot be properly resolved by returning minutes.

Examples we may review include:

• duplicate charge for the same purchase;
• payment succeeded but minutes or membership were not delivered;
• payment status stayed unresolved and your account was not updated;
• incorrect amount charged compared with the amount shown at checkout;
• unauthorized transaction, subject to verification;
• a confirmed technical or service issue caused by WooMoo that prevented delivery and was not already resolved with returned minutes.

Submitting a request does not guarantee a payment refund. Each request is reviewed individually. We may deny requests that are outside this policy, unsupported by available records, caused by user-side device/network/browser issues, or already resolved through returned minutes.

Approved payment refunds are processed only to the original payment method when supported by the payment provider. We cannot send refunds to a different card, bank account, wallet, or person.

5. Membership and top-up purchases

Membership charges and top-up purchases are generally non-refundable once completed, except where required by law or approved after review.

Unused top-up minutes remain in your WooMoo balance and do not expire unless otherwise stated. Canceling a membership stops future membership renewals; it does not automatically refund previous membership charges or top-up purchases.

If a membership renewal fails, your existing confirmed sessions and previously purchased top-up minutes are not canceled because of that failed renewal.

6. How to request help or a payment refund review

Contact us at support@woomoo.app.

To help us review quickly, include:

• your WooMoo account email;
• the session email, if it was different from your account email;
• the date and time of the session or purchase;
• the advisor name, if the issue is about a session;
• the amount charged and the payment receipt or transaction ID, if available;
• a short description of what happened;
• screenshots or error messages, if relevant.

For session issues, please contact us as soon as possible after the scheduled session. For payment refund review, requests should be submitted within 30 days of the charge unless local law gives you a longer period.

7. Review process

After we receive your request, we may review:

• payment-provider records;
• account and minutes history;
• booking and cancellation records;
• advisor cancellation or no-show status;
• room entry and exit logs;
• microphone or connection error logs;
• support messages and screenshots you provide.

We usually aim to respond within 3 business days. More complex cases may take longer, especially when we need confirmation from a payment provider.

If a payment refund is approved, the time it takes to appear on your statement depends on your payment provider, bank, card issuer, and country.

8. Currency, fees, and payment-provider limits

Payments may be processed in different currencies depending on your location and payment method. Your bank, card issuer, or payment provider may apply currency conversion rates, foreign transaction fees, or other charges. WooMoo does not control those fees and usually cannot refund them.

If the original payment method has expired, changed, or been closed, the payment provider or your financial institution decides how the refund is routed. We cannot guarantee that we can redirect an approved refund to another payment method.

9. Fraud, abuse, and exceptions

We may refuse refunds, returned minutes, credits, or account adjustments if we believe a request involves fraud, abuse, repeated misuse, false information, policy evasion, chargeback abuse, or violation of WooMoo's service rules.

Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.

10. Contact

For refund questions, session issues, or payment review requests, contact:

support@woomoo.app

Please include your account email and the relevant session or payment details so we can find the record.