Refund Policy
1. What can be refunded
You can ask for a refund of any Loony you have bought but not yet spent, for up to 30 days after the purchase. We refund to the card you paid with — that is the only place money ever goes. Loony you have already spent on chat or storage cannot be refunded, because we have already paid the AI provider for that usage. Partial refunds are fine: if you used some of a top-up, the rest can still come back. Free promotional Loony (welcome gifts, goodwill credit) has no cash value and cannot be refunded.
We allow up to two refunds per account per year. If you need more than that, email us and a person will look at it.
2. The fee
Within 1 hour of a purchase, refunds are completely free. Changed your mind, picked the wrong amount, card slipped — just ask, you get every cent back.
After that hour, a refund carries two deductions: the payment-processing cost on the original purchase (2.8% + C$0.30, which the payment processor does not return to us) plus a C$1.00 administration fee covering non-recoverable payment processing costs and administrative handling. For example, refunding an unspent C$25 top-up outside the free hour returns C$23.00 to your card.
The exact arithmetic is shown to you on the confirmation screen before you confirm — no surprises. And when the fault is ours (a double charge, a billing bug, service not delivered), the fee is waived entirely: a refund for our mistake costs you nothing.
3. How to ask
In the app: My settings → Credit & files → Request refund. Or email support@ehi.chat from your account email. Refunds are usually processed the same day; your bank may take a few business days to show the money.
4. Does Loony expire?
Loony you have paid for never expires and never carries inactivity, dormancy, or maintenance fees. Free promotional Loony expires 12 months after it is added — we email you 30 days and 7 days before that happens. When you chat, free Loony is always spent first, so your own money is the last thing used.
5. Disputed payments
If you do not recognise a charge, please email us first — we can almost always sort it out faster than your bank can, and if the Loony is unspent we will simply refund it. If a payment is disputed with your card issuer, we pause the account while the dispute is open and remove the disputed Loony from your balance; your balance never goes below zero. We keep a detailed record of every top-up and every charge (dates, amounts, and models used — never the content of your conversations) and will share it with your card issuer when we respond to a dispute.
6. What Loony is not
Loony is account credit for use on ehi.chat only. It can never be paid out as cash, sent to a bank account, or transferred to another person or account. The only way money leaves your Ehi account is a refund of unspent purchased Loony to your original card under this policy.