How to Request A ohana Refund

• Order Confirmation Email: Have the email you received upon purchase that includes details of the transaction.
• Transaction ID: Locate and note your unique transaction ID associated with your order.
• Account Information: Ensure you have access to the Ohana account you used for the purchase, including your registered email address.
• Refund Policy Familiarity: Review Ohana’s specific refund policy to understand eligibility criteria and timeframes.
• Proof of Purchase: Gather any receipts or proof of payment linked to your order.
• Reason for Refund: Clearly articulate the reason you're requesting a refund—whether for discrepancies in products/services or unsatisfactory experience.
• Contact Information: Verify that your contact information in your Ohana account is up to date for any follow-up communications.
• Additional Documentation: If applicable, prepare any additional documentation that supports your case for a refund, such as screenshots or photos related to product issues.

*Working days are Monday to Friday, and don't include public holidays.

At Ohana, our focus is on supporting families through engaging educational content and community connections. We offer a subscription-based service that provides members with access to a variety of resources, including workshops, webinars, and exclusive content tailored to parenting needs. Understanding your rights regarding eligibility for a refund is important as it pertains to your subscription and how you engage with our service.

Users may qualify for a refund under specific circumstances related to their subscription status and utilization of Ohana's services:

• Service Interruption: If there has been an unforeseen disruption in service that impacts your ability to access content or participate in scheduled events, you may be eligible for a refund for that billing cycle.
• Content Satisfaction: If you find that the material provided does not meet your expectations after full utilization of the services for that billing period, you might qualify for a review of your subscription fees.
• Account Cancellation Timing: If you decide to cancel your subscription within a specified period after the renewal date, you may be eligible for a prorated refund based on the unused portion of your subscription.
• Technical Issues: If you experience ongoing technical difficulties that prevent you from accessing the services, this may warrant a review of your subscription costs.

To ensure that your request is considered, it is essential to provide detailed information about your experience and the specific circumstances surrounding your request for a refund.

Choosing the right subscription plan with ohana is simple, but occasionally users may wish to adjust their services. Here are some real user scenarios where refunds were successfully claimed:

• Accidental Subscription Upgrade: A user upgraded to a premium plan to access additional features but realized within 24 hours that the basic plan would suffice for their needs. They promptly contacted ohana's support, clarified their request, and received a full refund for the premium upgrade.
• Subscription Plan Change: A parent wanted to switch from a monthly subscription to a yearly one to save on costs. After reaching out to ohana support, they successfully received a prorated refund for the remaining days of their monthly plan, which was applied towards the yearly subscription fee.
• Content Access Issues: A user faced technical difficulties accessing certain educational resources included in their subscription. After reporting the issue and confirming it was not a membership oversight, ohana issued a partial refund for the month during which they were unable to utilize those features.
• Membership Downgrade: A family decided to downgrade their service after finding they no longer needed access to all features. They contacted ohana, explained their situation, and received a refund for the unused portion of the service as they transitioned to a lower-tier plan.

Tracking your refund status with Ohana is straightforward, thanks to our user-friendly communication methods and dedicated tracking features. Here’s how you can efficiently monitor the progress of your refund.

• Email Notifications: Keep an eye on your inbox for updates from Ohana. We send out email notifications at key stages of the refund process, including when your refund request is received and when the refund has been processed.
• In-App Notifications: If you use the Ohana mobile app, check the notifications section for real-time updates on your refund status. You’ll receive alerts that give you insights into where your refund is in the process.
• Account Dashboard: Log in to your Ohana account and navigate to the Order History section. Here, you can select the specific order to view detailed information about the status of your refund.
• Billing Section: Within your account settings, the Billing section will provide a comprehensive overview of all transactions, including any refunds. This is where you can track the amount refunded and the transaction ID for your records.
• Refund Progress Information: Ohana provides clear indications of where your refund is in the process – whether it’s awaiting approval, in progress, or completed. This transparent tracking helps you stay informed without needing to contact customer support.
• Customer Support: If you still have questions regarding your refund, our dedicated customer support team is just a message away. You can access support through the Help Center on our website or within the app.