ආපසු ගෙවීම් ප්‍රතිපත්තිය

Hamuwemu's paid plans are digital services made available to you immediately, bought through Google Play either as a monthly subscription or as a prepaid month. Google holds the payment. Refunds can be granted in two ways:

• by Google, when you request one in Google Play — Google decides those requests under its own refund policy and timetable; and
• by us, when you write to us — we can issue a refund on a Google Play purchase ourselves, and we do so whenever this policy entitles you to one.

When a refund is made, the paid features for the refunded period end.

We may also give a refund as a goodwill gesture where the circumstances warrant it, even if none of the above applies. A goodwill refund in one case does not create a right to one in another.

• You changed your mind after using the paid features.
• You forgot to cancel before a renewal. Cancelling takes seconds — see how to cancel — and if you would rather never renew, a prepaid month is available.
• You did not meet anyone, did not get the matches you hoped for, or did not enjoy the experience. We sell access to features, not outcomes.
• Someone else used your account or your Google account with your permission.
• Your account was suspended or terminated for a serious breach of our Terms of Use or Community Guidelines — for example fraud, harassment or content involving a child.
• A short interruption caused by planned maintenance, or a fault on your device, network or operating system.
• The request relates to a purchase made more than 6 months ago, unless the law requires otherwise.

Google may still grant a refund under its own policy in some of these cases. Even where this list applies, write to us — we look at each request on its facts.

1. Open play.google.com/store/account/orderhistory and sign in with the Google account you bought with.
2. Find the Hamuwemu purchase and choose Request a refund or Report a problem.
3. Choose the reason and submit. Google will tell you the outcome.

If Google declines and you believe this policy entitles you to a refund, write to us. Google's decision does not prevent us from refunding you.

5.1 What to send

Email support@hamuwemu.lk with:

• the email address or mobile number on your Hamuwemu account — or, if you have deleted your account, the email address on your Google account;
• the Google Play order number — it begins with GPA. and appears on Google's receipt email — and the date and amount of the charge;
• whether it was a monthly subscription or a prepaid month; and
• what went wrong, and any screenshots that help.

5.2 How long it takes

• We acknowledge your request within 2 working days and give you a decision within 7 working days.
• If we approve it, we issue the refund through Google Play within 5 working days of the decision.
• Google then returns the money to your original payment method on its own timetable, and your bank or card issuer may take further time to show it.
• If we decline, we will tell you why, in writing.

If you do not recognise a Hamuwemu charge, contact us or Google before asking your bank to reverse it — it is almost always faster. If a charge is disputed with your bank, Google handles the dispute as the seller of record, and we may provide Google with the records needed to respond, as described in our Privacy Policy.

Nothing in this policy limits your rights under the Consumer Affairs Authority Act No. 9 of 2003 or any other Sri Lankan law, including your right to a remedy if a service is not as described or not supplied with reasonable care and skill. Where the law gives you a better outcome than this policy, the law applies.

If we cannot resolve a complaint about a purchase, you may take it to the Consumer Affairs Authority (caa.gov.lk). Complaints about goods or services should generally be made to the Authority within three months of the transaction, so do not delay. You may also use the dispute process in our Terms of Use.