Refund policy

Prepaid credits

WORO credit purchases are one-off payments for prepaid write credits. They do not renew automatically. Verified new accounts also receive 30 starter credits.

Each credit expires three years after it is issued. Purchased credits are issued when payment is confirmed; starter credits are issued when granted. Credits are used in issue order, oldest first.

If you close your account, contact us within three years of purchase with proof of purchase and the details of another WORO account to request transfer of your unused, unexpired purchased credits. After that period, or if you cannot provide proof, a transfer may be considered at our discretion. Account closure does not automatically result in a cash refund.

Requesting a refund

Refund requests are considered by Veil Group Pty Ltd at its discretion. Contact support@veilgroup.au with the account email, purchase date, and Stripe payment or receipt reference. Do not send card numbers or security codes.

This policy does not exclude, restrict, or modify any rights or remedies available under the Australian Consumer Law or other applicable law. If you believe WORO has not met a consumer guarantee, contact us and describe the issue so we can consider the appropriate remedy. You can read more about consumer rights and guarantees on the ACCC website.

Payment processing

Payments are processed by Stripe. If a refund is approved, we will submit it to the original payment method through Stripe. The time it takes to appear in your account depends on your payment provider.