This Refund Policy explains how payments work on HAZY.chat, when a purchase can be refunded, and what happens to your Gem balance if a refund is issued. It applies to every paid item we sell: Red Gem packs and subscription plans.
This Policy is part of our Terms of Service. Where the two differ on refunds, this Policy governs.
1. What you are buying
Gems are the in-app balance used to pay for chat replies, images, and other generated content. There are two kinds:
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Red Gems are bought in packs, or earned and granted. They do not expire.
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Blue Gems come with a subscription plan. A new allowance arrives at the start of each billing period and expires with that period. Blue Gems are spent before Red Gems.
2. Delivery is immediate
Once the payment provider confirms your payment, the Gems are credited to your account and the plan entitlements are active. That is the moment delivery is complete — there is no shipping, activation, or waiting period.
Because Gems can be spent on generated content the instant they arrive, we treat a completed purchase as fully performed digital content.
3. The standard rule: completed purchases are final
Except in the situations listed in section 4 or where applicable law requires otherwise, completed purchases are final and non-refundable. This includes Red Gem packs, the current period of a subscription, and Gems that have already been spent.
We do not refund a purchase because a conversation, character, model output, or image did not meet your expectations. AI output varies by nature, and we recommend buying the smallest package that lets you test whether the Services suit you.
4. When we do issue a refund
We refund, or otherwise make good, in these cases:
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Duplicate charge — you were billed more than once for the same order.
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Payment taken but Gems never credited, and the balance cannot be restored.
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Unauthorized transaction — the payment was made from your card or account without your permission.
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A verified fault on our side, such as a billing error, a charge after a plan was already cancelled, or Gems deducted for content our systems never delivered.
5. Failed generations are corrected automatically
If a chat reply or image fails after Gems were held for it, the Gems are returned to your balance automatically. This is a balance correction, not a payment refund, and it does not require a support request. If your balance looks wrong after a failure, contact us before buying more.
6. Subscriptions: cancelling and changing plans
You can cancel at any time. Cancellation stops the next renewal; the period you already paid for stays active until it ends, and your plan, memory upgrades, and Blue Gem allowance are unchanged until that date. We do not pro-rate or refund a period that has started.
Downgrades and yearly-to-monthly changes take effect when the current paid period ends, with no interim refund. Upgrades take effect immediately and are priced by the channel you bought through.
It is your responsibility to cancel before a renewal date if you do not want the next period. A renewal that has already been charged is treated as a completed purchase under section 3.
7. Purchases made through the App Store or Google Play
If you paid inside the iOS or Android app, Apple or Google is the merchant of record. We cannot refund those purchases, and we cannot see or change your payment method. Refund requests go to the store:
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Apple: request a refund at reportaproblem.apple.com, and manage or cancel the subscription in Settings → your name → Subscriptions.
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Google Play: request a refund from Google Play's order history or support pages, and manage the subscription under Payments & subscriptions in the Play Store.
8. What happens to your Gems after a refund
A refund reverses the Gems it paid for. If the refund is partial, we reverse the matching share of that purchase; a store refund or chargeback reverses the whole grant.
If some of those Gems were already spent, the shortfall is recorded against your account and settled out of future Gems — the next Gems you buy or receive go to clearing it first. Subscription entitlements bought with a refunded payment end with the refund.
Refunding a purchase does not remove the conversations, images, or memories created with it.
9. Your statutory rights and chargebacks
Nothing here limits rights you have under consumer law. Where you have a statutory right to withdraw from a purchase — for example the 14-day right in the EU and the UK — that right applies. For digital content delivered immediately, that right may end once delivery begins; we review those requests individually and apply the law of your jurisdiction.
If you believe a charge is wrong, contact us before opening a dispute with your bank or card issuer. A chargeback reverses the Gems it paid for and may suspend the account while the dispute is open, which is slower and more disruptive than letting us fix it directly.
10. How to request a refund
Write to support@hazy.chat from the email address on the account and include the date of the payment, the amount and currency, and where you paid (hazy.chat, the App Store, or Google Play). Never send a full card number, CVV, or password.
We aim to respond within five business days. If we approve a refund, the payment provider returns the money to the original payment method; how long it takes to appear is set by your bank or card issuer, typically within ten business days.
11. Changes to this Policy
We may update this Policy as our payment channels, plans, or legal obligations change. The updated date above shows when the current version took effect, and it applies to purchases made after that date.
Questions about this Policy may be sent to support@hazy.chat.