Refund & Cancellation Policy
We are dedicated to providing fair, transparent, and trustworthy services. This policy explains our digital fulfillment rules, refund eligibility, and how to request a reversal via the PayHere Payment Gateway.
7 to 14-Day Money-Back Guarantee
Full refund available if you are not satisfied and have not extensively downloaded premium resumes.
3 to 7 Business Days Reversal
Approved refunds are credited directly back to your original debit/credit card through the PayHere gateway.
Technical Glitch Protection
Instant full refund or duration extension if a system glitch or PDF rendering fault cannot be resolved quickly.
1 Digital Service Fulfillment & Delivery Policy
DreemFolio AI is an entirely cloud-hosted Software-as-a-Service (SaaS) application providing digital resume optimization, ATS scoring, and career document generation.
- Zero Physical Dispatch: We do not manufacture or ship physical goods. No postal delivery or logistics handling fees are charged.
- Instant Provisioning: As soon as your transaction is confirmed via the PayHere Payment Gateway (or once your bank deposit slip is approved), your subscription privileges and watermark-free download capabilities are activated immediately in real time.
- Digital Invoicing: An electronic receipt containing your unique Order ID, date, currency (LKR / USD), and active duration is immediately generated and dispatched to your registered email address.
2 Refund Eligibility Criteria
In accordance with PayHere merchant guidelines and consumer fair-trading practices, refund requests are evaluated according to the following transparent criteria:
- Cooling-off Period: You submitted a refund request within 7 to 14 calendar days of purchase and have not generated or downloaded more than 2 premium resumes during the active period.
- Verified Technical Failure: You encountered an unresolvable technical fault (such as continuous PDF compilation failure or platform unavailability) that our technical team was unable to rectify within 24 hours.
- Duplicate Transaction: You were inadvertently charged multiple times for the same plan due to a payment gateway latency or browser timeout.
- Non-Activation: Your payment was debited by PayHere, but system quotas failed to provision automatically and you reported the incident before consuming services.
- Requests submitted more than 14 calendar days after the transaction date.
- Accounts that have actively generated, customized, and downloaded 3 or more watermark-free ATS resumes or visual CVs (meaning the digital service has been substantially consumed).
- Dissatisfaction arising from third-party recruitment outcomes (such as not receiving a job interview, as DreemFolio AI cannot guarantee employer hiring decisions).
- Accounts suspended or permanently banned for violating our Acceptable Use Policy (e.g., fraudulent credentials, automated scraping, or security tampering).
3 Prepaid Passes & Zero Surprise Billing
DreemFolio AI offers multi-duration passes (1-Month, 3-Month, 6-Month, 12-Month, and Lifetime VIP) structured around a Prepaid Model:
Graceful Downgrade Protection: When your chosen pass duration expires, your account automatically reverts to the Free Starter tier. We do not automatically or silently deduct recurring fees from your card. All your saved resumes remain safely stored in your cloud account.
4 How to Submit a Refund Request
Users can request a refund through either of the following official channels:
Log in and navigate to My Profile & Billing (/profile). Scroll to your Payments & Subscriptions History, locate your order, and click the Request Refund button. Enter your reason and submit.
Send an email directly to billing@dreemfolio.com or support@dreemfolio.com with your registered email, Order Reference ID, and a brief description of the issue.
5 Refund Processing Timeline & Gateway Reversals
- Review & Approval: Refund requests are reviewed and decided by our billing team within 24 to 48 hours of submission.
- Gateway Reversal: Once approved, the refund is initiated programmatically through the PayHere Refund API back to the exact credit card, debit card, or payment method originally utilized.
- Bank Reflection Timeframe: Under standard banking protocols in Sri Lanka and internationally, funds typically reflect in the customer's bank statement within 3 to 7 business days (or up to 10 working days depending on the customer's card-issuing bank).
- Original Currency: Refunds are processed in the exact currency originally billed (LKR or USD).
6 Dispute Resolution & Direct Merchant Assistance
If you experience any billing discrepancies or suspect an erroneous charge, please contact our Merchant Support Team first at billing@dreemfolio.com or via phone/WhatsApp at +94 77 123 4567. Initiating direct merchant contact allows us to rectify issues or process refunds immediately, sparing you lengthy card-dispute wait times.
7 Official Merchant Contact Details
Platform / Service: DreemFolio AI
Operating Location: Hambanthota, Sri Lanka
Billing Desk Email: billing@dreemfolio.com
Customer Support: support@dreemfolio.com
Hours of Operation: Monday to Friday, 9:00 AM – 6:00 PM (IST / GMT+5:30)