Digital delivery
Coins and membership are digital products delivered to the Narraglobe account used for purchase after successful payment confirmation. There is no physical shipping, shipping carrier, shipping address, customs process, or delivery fee.
Most successful payments update automatically within a short period. If a payment is still processing, your account may update after Airwallex or the relevant payment method confirms the final status.
If the checkout shows a successful payment but your account has not updated, please contact support with your account information and order number before making another payment for the same product.
Coin purchases
Unused coins may be reviewed for refund only when the request is linked to a duplicate payment, unauthorized payment, wrong delivery caused by Narraglobe, or another verified platform or payment issue.
Used coins, unlocked paid episodes, generated digital output, and other consumed digital benefits are generally non-refundable because the digital benefit has already been delivered or consumed.
Coins cannot be withdrawn, transferred for cash, resold, or redeemed outside Narraglobe. Refund approval does not convert coins into withdrawable account balance.
Membership purchases
Monthly membership currently opens or extends access for 30 days from the confirmed payment. If automatic renewal is offered later, the checkout page will disclose renewal and cancellation terms before payment.
Unused membership access may be reviewed if a duplicate payment was made, the membership was not activated after a successful payment, or a verified platform issue prevented access to the paid membership benefit.
Membership time already used is generally non-refundable unless required by law or unless a verified platform issue prevented access. If a partial refund is approved, we may calculate or reverse the remaining membership time where technically possible.
Eligible refund review cases
Duplicate payment: you were charged more than once for the same order or product and only one digital benefit was intended.
Paid but not delivered: payment was confirmed, but coins or membership were not delivered to your Narraglobe account after reasonable processing time.
Unauthorized payment: you believe the payment was made without your authorization or through compromised account access.
Verified technical issue: a platform issue prevented access to the paid benefit and we can confirm the issue from account, order, or system records.
Incorrect product delivery: Narraglobe delivered a materially different coin package or membership benefit than the product shown at checkout.
Usually non-refundable cases
Change of mind after successful digital delivery, accidental purchase after checkout confirmation, or lack of use of delivered coins or membership is generally not refundable.
Consumed coins, unlocked paid content, used membership time, generated digital materials, or benefits already used inside Narraglobe are generally not refundable.
Payments made from an account you control are not automatically refundable because another person used the device or account, unless we verify unauthorized access or applicable law requires a different result.
How to request a refund
Send refund requests to support@narraglobe.ai or call +852 64773732 during support hours, 09:00–18:00 SGT/HKT (UTC+8).
Include your Narraglobe account identifier, order number, payment date, amount, currency, product purchased, payment method reference if available, and a short description of the issue.
Refund requests should be submitted within 14 days after payment where possible. Requests after 14 days may still be reviewed when required by law, payment network rules, or a verified platform issue.
Review and approved refunds
We review refund requests using order records, payment provider status, account delivery status, coin usage, membership usage, and support information. We may ask for additional information to verify the request.
If a refund is approved, we may reverse the related coins, membership time, unlocked access, or other digital benefits from your account before or when the refund is processed.
Refund timing depends on Airwallex, the payment method, card network, bank, and currency involved. Approved refunds are usually returned to the original payment method unless the payment provider requires a different route.
Chargebacks and payment disputes
If you open a chargeback or payment dispute with your bank or payment provider, Narraglobe may pause or reverse the related coins, membership, or paid access while the dispute is reviewed.
Chargeback outcomes are handled according to the payment provider, card network, bank, and applicable law. Contacting support first usually lets us resolve duplicate or delivery issues faster.