Refund Policy
How refunds work for Howay subscriptions, and how to request one.
1. Overview
This Refund Policy applies to paid subscriptions to the howay.ai platform (the “Service”), operated by Howay AI Ltd. (“Howay”, “we”, “us”, “our”).
It sits alongside our Terms of Service and forms part of the agreement between Howay and the subscriber.
Refunds described below cover subscription fees paid to Howay or to our authorised payment provider for access to the Service.
2. Free Trial
New accounts begin with a 30 day Pro trial.
No payment is taken during the trial. If the subscriber does not start a paid subscription, no charge is made and no refund is needed.
A subscriber may cancel at any time during the trial from inside their account.
3. 14 Day Cooling Off Period
A subscriber has a 14 day right to cancel that begins on the day they create their account and start the free trial.
During this 14 day window, the subscriber may cancel for any reason from inside their account or by emailing support@howay.ai.
Because no payment is taken during the trial, cancelling within the cooling off period normally means no charge has been made and no refund is needed. If a charge has been made within the 14 day window, a full refund will be issued.
The cooling off period does not restart at the end of the trial, on conversion to a paid subscription, or on subsequent renewals.
4. After the Cooling Off Period
Outside the 14 day cooling off period, subscription fees are non-refundable.
A subscriber may cancel at any time. After cancellation:
- Access to the Service continues until the end of the current paid period
- The subscription does not renew at the next billing date
- No partial or pro-rata refund is issued for unused days
This applies to both monthly and annual plans.
5. Annual Plans
Annual plans are billed once for the full year. The 14 day cooling off period in section 3 starts on the day the subscriber creates their account, including any free trial period, not on the date of the annual charge.
Once the cooling off period has expired, the annual fee is non-refundable. Access remains available for the remainder of the paid year, and the subscription will not auto-renew if cancelled before the next billing date.
6. Service Issues and Billing Errors
Outside the cooling off period, we will consider refund requests in the following cases:
- A duplicate charge or a charge made in error
- A charge after a confirmed cancellation
- A material technical issue that prevented use of the Service for an extended period and that we were unable to resolve
Please contact us promptly so we can investigate and, where appropriate, refund the charge.
7. How to Request a Refund
Email support@howay.ai from the email address linked to the subscription.
Please include:
- The order or invoice reference, if available
- The date of the charge
- The reason for the refund request
We aim to respond within 2 working days.
8. Processing Time and Method
Approved refunds are issued back to the original payment method used for the purchase.
Refunds are typically processed within 5 to 10 working days from approval. The exact time the funds appear on the subscriber's statement depends on their bank or card issuer.
Refunds are made in the original currency of the charge. We do not refund any currency conversion fees applied by the subscriber's bank or card issuer.
9. Payment Provider
Subscriptions to the Service are sold and processed through an authorised payment provider acting as merchant of record on our behalf.
The payment provider appears on the subscriber's statement as the seller and is responsible for issuing refunds approved under this policy.
Refund requests should still be sent to Howay at support@howay.ai. We will coordinate with the payment provider to process the refund.
10. Failed Payments and Chargebacks
If a renewal payment fails, we will retry the charge and notify the subscriber. Access to the Service may be paused until payment is completed.
Before raising a chargeback or dispute with a bank or card issuer, please contact us first. Most issues can be resolved more quickly by email.
11. Statutory Rights
Nothing in this policy limits any statutory rights a subscriber may have under the consumer protection laws of their country of residence, including, where applicable, rights of withdrawal under UK and EU consumer law.
12. Changes to this Policy
We may update this Refund Policy from time to time. The “Last Updated” date at the top of the page reflects the most recent version.
Changes apply to subscriptions purchased on or after the updated date.
See also: Terms of Service and Privacy Policy