Refund Policy

This policy covers viewer payments to creators on otsukare.me: gacha, spin wheels, song requests, and other support. Payments are processed by DOKU and go to the creator's balance after fees. This policy complements the Terms & Conditions.

Price and odds are shown before you pay. Once the payment is confirmed, the result is drawn right away and becomes yours, so the payment can't be cancelled, exchanged, or refunded, including because:

• you don't like the result or rarity you got,
• you picked the wrong widget or mistyped your name or message,
• you changed your mind after paying.

Unpaid invoices expire on their own after 15 minutes, at no cost.

We'll help if, because of an error on our side or DOKU's:

• you were charged more than once for the same invoice, or
• the money left your account, but the transaction isn't paid or no result appeared 24 hours after payment.

Report it within 7 days of payment. We match your report against DOKU's records within 3 business days. If confirmed, we either complete the transaction so the result is revealed, or refund to your original payment method, usually within 14 business days depending on DOKU and your e-wallet provider. Channel fees already charged by DOKU may not be refundable.

Items, file links, physical goods, and song requests are provided by the creator. If a link won't open, goods weren't shipped, or a request wasn't sung, contact the creator first through the links on their profile. The creator decides whether to offer a replacement or a refund.

If the creator doesn't respond within 7 days and you have proof the promised reward wasn't delivered, report it to us. If confirmed, the money can be returned from that creator's balance.

Items a creator later deletes stay in your history, including their reward link.

If you file a dispute (chargeback) with your bank or e-wallet provider, any refund request with us is paused until the dispute is resolved, so the money isn't returned twice. Payments that are refunded, disputed, or proven fraudulent are deducted from the receiving creator's balance.

Contact us through the Contact page and include:

• the invoice number (starts with OTS-), shown on the payment page or in My purchases,
• the date, amount, and payment method,
• proof of payment, such as a screenshot or e-wallet history,
• the creator's page and a short description of the problem.

We reply on business days and keep you updated until the case is resolved.

This policy may be updated. Changes are announced on this page, and the date above shows the latest version. This policy is governed by the laws of the Republic of Indonesia.