Refund policy

Standard and Pro: a full refund if you ask within 30 days of purchase, no questions asked. A full refund ends the licence and takes back its unused credits. If we ever agree a partial refund with you (for example as a goodwill gesture), your licence stays active.

A payment for Hesafi Care, yearly or monthly, is refunded in full if you ask within 30 days of paying. A full refund takes back the months it added and its unused credits; the 12 months included with a licence are covered by the licence refund.

The unused balance of a credit pack can be refunded if you ask within 14 days of buying it. We take back credits in proportion to the amount refunded: refund half the pack's price and half its credits go. Credits already used for tasks aren't refundable, and credits held by a task that is still running count as used. The credits included with a licence or a Care payment aren't refundable separately; they are covered by that refund.

Message us on WhatsApp (+254700000000) or email ask@hesafi.com with your order reference, or the M-PESA confirmation code for an M-PESA payment. We reply within one working day and start the refund the same day we approve it.

Card purchases are refunded to the same card through Polar, our merchant of record. Your bank may take 5 to 10 working days to show it. Polar may also refund a purchase on its own within 60 days to prevent a chargeback.

M-PESA purchases are refunded through our payment processor, Paystack, to the number that paid, or by another method we agree with you if a mobile-money refund isn't possible.

The licence key is deactivated: AI credits and new device activations stop working, because those run on our server. Your books remain yours: they stay on your device, and you can keep using the free features and export everything. A licence that was already checked on your device can't be switched off remotely while you are offline; please stop using paid features after a refund.

Please contact us first. We refund faster than a dispute, and disputes cost both of us fees.

This policy adds to your rights under the law; it doesn't take any away. In South Africa, the Electronic Communications and Transactions Act (s.44) gives you a 7-day cooling-off period for online purchases; our 30-day refund is longer. In Kenya, the Consumer Protection Act's rules on internet agreements apply. Before you pay, the checkout shows the price, the edition and a link to this policy, and after you pay we email you a receipt with the price, edition, licence terms and this policy.

See also the terms of use.