Every purchase in our apps is processed by Google Play or the Apple App Store. They take the payment, they hold the money, and they issue the refund — so a refund request starts with them, not with us.
1. What you can buy
- Credit packs — a one-time purchase of prepaid in-app credits, each batch valid for the period shown before you buy.
- Subscriptions — a recurring plan that renews automatically until cancelled.
Prices, the number of credits and the validity period are shown in the app on the purchase screen before you confirm. Credits have no monetary value outside the app, cannot be exchanged for cash, and cannot be transferred between accounts or apps.
2. Statutory withdrawal right (EU/EEA and UK)
Consumers normally have 14 days to withdraw from a digital purchase. That right ends once delivery of digital content has begun with your express consent and your acknowledgement that you lose the withdrawal right. In our apps, credits are delivered to your balance immediately on purchase, which is that moment. Where any part of the purchase has not yet been delivered or used, the withdrawal right still applies — contact us and we will not stand in the way.
Consumers in UK have equivalent rights under consumer protection law; the same logic applies to instantly delivered digital content.
3. How to request a refund
Google Play
- Open the Google Play Store app → profile picture → Payments & subscriptions → Budget & order history.
- Select the order → Request a refund, or visit play.google.com/store/account/orderhistory.
- Google decides automatic refunds within 48 hours; refunds outside their window are reviewed case by case.
Apple App Store
Use reportaproblem.apple.com and sign in with your Apple ID.
Then tell us
If the store declines and you believe the charge was wrong, email bilisamweb@gmail.com with the order number and what happened. We cannot move money ourselves, but we can support your case with the store and we can fix anything that went wrong on our side.
4. When we will always help
- You paid and the credits never arrived. Send us the order number — we restore the balance, usually within a working day. That is a bug on our side, not a refund matter.
- You were charged twice for the same order. We confirm the duplicate for the store.
- A feature you paid for was broken and we could not fix it. We support a refund request for the affected purchase.
- An unauthorised purchase on your device, including one made by a child. Report it to the store; enable purchase authentication in the store settings to stop it recurring.
5. When a refund is unlikely
- Credits already spent on messages, voice minutes or transcriptions — the service was delivered and its cost incurred on our side.
- Credits that expired unused after the validity period shown at purchase.
- Dissatisfaction with what the AI said. The apps are for support, entertainment and self-reflection, the output is generated automatically, and no specific answer is promised.
- A subscription period that has already run, when you simply forgot to cancel. Cancel before the renewal date instead.
- Data lost because an account was deleted, app data cleared, or a recovery code lost. This is irreversible and not refundable.
- Access terminated for breach of the Terms of Service. Unused credits and remaining subscription time are forfeited.
6. Cancelling a subscription
Google Play: Play Store app → profile picture → Payments & subscriptions → Subscriptions → select → Cancel.
Apple: Settings → your name → Subscriptions → select → Cancel.
Cancelling stops future renewals only. You keep access until the end of the period you already paid for, and that period is not refunded pro-rata. Uninstalling the app does not cancel a subscription.
7. Price and plan changes
We may change prices, pack sizes and grant amounts for future purchases. Existing credits keep the terms they were granted under. A subscription price increase is notified by the store in advance and requires your consent, otherwise the subscription ends at the next renewal.
8. Chargebacks
Please contact us before opening a chargeback with your bank — most cases are a missing balance we can restore in minutes. A chargeback may cause the store to block the account from future purchases, which we cannot reverse.
9. Contact
bilisamweb@gmail.com — include the app name, the order number and the date. We reply within a few working days.