Refund Policy

Effective Date: 26th May 2026
Last Updated: 26th May 2026
Company: Hello Roomie (by Pitlox)
Website: https://www.helloroomie.co
Support Email: support@helloroomie.co

1) Plain-English Summary

Hello Roomie is primarily a discovery and communication platform for roommates, room listings, and used-item listings.
At present, Hello Roomie does not process rent payments, item payments, deposits, or escrow between users inside the app.
Any money exchanged between users is done outside Hello Roomie and is governed by mutual agreement between those users.
Therefore, Hello Roomie generally cannot issue refunds for user-to-user transactions.
If paid plans or paid features are launched in future, this policy will apply to those purchases as described below.

2) Scope of This Policy

This Refund Policy applies to:

Any paid subscription, premium plan, feature unlock, or service fee charged directly by Hello Roomie (if/when launched); and
Charges made through official channels approved by Hello Roomie.

This policy does not apply to:

Rent agreements between users;
Used-item sale transactions between users;
Security deposits, brokerage, advance payments, or any other off-platform financial arrangements between users.

3) Current Platform Position (Important)

As of the effective date:

Hello Roomie provides profile discovery, matching, listings, and chat.
Financial settlements between users are outside platform control.
Hello Roomie is not a party to user-to-user sale, rental, or sharing agreements.

Accordingly, Hello Roomie is not liable to refund amounts paid by one user to another user.

4) Refund Eligibility for Platform Charges (If/When Paid Features Go Live)

If Hello Roomie introduces paid subscriptions or platform fees, refunds may be considered only in limited cases:

Eligible examples:

Duplicate charge for same purchase;
Technical failure where payment succeeded but feature was not delivered;
Unauthorized transaction verified after internal review;
Required consumer-law refunds under applicable law.

Generally non-refundable:

Change of mind after successful activation/use;
Partial use of subscription period;
Dissatisfaction caused by third-party user behavior or off-platform deals;
Failure to cancel before renewal date (where auto-renewal terms were disclosed).

5) App Store Purchases (Google Play / Apple App Store)

If purchase is made through app stores:

Store billing and refund rules may apply first;
Users should initiate refund through the store account where required;
Hello Roomie may provide supporting documentation, but final store decisions remain with the platform provider.

6) Subscription Cancellation

Users may cancel future renewals at any time via relevant billing settings once subscription billing is live.
Cancellation stops future billing but does not automatically create refund rights for elapsed/active periods unless required by law.

7) Time Limit to Raise Refund Request

Refund requests must generally be submitted within 7 days of the charge date, unless a longer period is mandated by law or explicitly offered in a promotion.

8) How to Request a Refund

Email support@helloroomie.com with:

Registered phone number/account details;
Transaction ID/order ID;
Date/time of charge;
Amount charged;
Short description of issue;
Screenshot/proof of charge.

9) Review Process

Initial acknowledgment: within [3] business days.
Investigation period: typically [7–10] business days.
If approved, refund processing time depends on bank/payment network and may take [5–15] business days.

10) Chargebacks

If a user initiates a chargeback without first contacting support:

Hello Roomie may restrict account features during review;
Fraudulent or abusive chargebacks may lead to suspension/termination.

11) Policy Updates

We may update this policy periodically. Updated versions will be posted on our website with revised “Last Updated” date.

12) Contact

For refund support: support@helloroomie.co