Refund Policy

We refund in full when

• You were charged but got no credits. If Paystack took the payment but the credits never reached your account, we either add them or refund you, whichever you prefer.
• You were charged twice for the same order.
• You change your mind within 7 days, as long as you have not used any credit since that purchase.
• We close your account without a breach of our Terms on your part. We refund the unused, unexpired credits.

We give the credit back when

The checking or rewriting service refuses a request outright, for example because it rejects the file or is not available. The credit goes back automatically to where it came from: the institution pool, your own credits or your free trial. A credit whose 30-day validity ended in the meantime is not restored.

If the service times out or cannot be reached, the work may still have been done, so the credit stays used. If you then got no report and no rewritten text, tell us the document name and roughly when it happened. We check, and if the work was not done we add the credit back.

Institution purchases

Credits bought for an institution's shared pool follow the same rules as personal packs. For example, a purchase can be refunded within 7 days only if no member has used a pool credit since it was made, and expired pool credits are not refunded.

• Refunds are paid to the institution, never to a member: Paystack purchases go back to the card, mobile money wallet or bank account that paid, and invoice payments go back by bank transfer to the account that paid.
• The owner, an admin or the institution's billing contact can ask for a refund.
• Leaving an institution, or being removed from one, does not entitle a member to a refund of pool credits.
• If we close an institution account without a breach of our Terms on the institution's part, we refund its unused, unexpired pool credits.

We do not refund

• credits that have been used, including a report whose score you disagree with;
• credits that expired after the 30-day validity period;
• the free trial;
• accounts closed for breaking our Terms, including fraud or abuse.

How to ask

Email support@humanizestudio.app from the address on your account. Include the Paystack reference from your receipt (it starts with hs_, or hsi_ for an institution purchase) or from the Receipts section of Buy Credits. For an invoice, give the invoice number. We reply within one business day.

Approved refunds are returned through Paystack to the card, mobile money wallet or bank account you paid with, in Ghana cedis, for the amount you paid. Invoice payments are returned by bank transfer. We send it as soon as it is approved. When it shows up depends on your bank or mobile money provider, usually within 10 business days.

Please contact us before disputing a charge with your bank. We can usually sort things out faster.