Refund Policy

1. Purchases and support

This policy applies when you buy SHYWAI credits or services from Sergey Pinigin, sole proprietor, Varna, Bulgaria. Stripe processes online payments. The purchase summary and our Terms of Service form part of your agreement.

For a duplicate charge, missing credits, failed purchase or refund request, email support@shywai.com. Include your account email, purchase date and receipt or payment reference, if available. Never send a full card number, security code or password.

2. Your right to withdraw

If you are an EU or EEA consumer buying online, you generally have 14 days from concluding the contract to withdraw without giving a reason, subject to the exceptions in applicable law. To withdraw, send us a clear statement of your decision, identifying the purchase. You do not need to use a special form.

If you expressly request that a service start during the withdrawal period and then withdraw, the law may allow a proportionate charge for the service already provided. Loss of the withdrawal right for fully performed services or digital content requires the specific conditions and express acknowledgements required by law. Accepting the general Terms alone does not waive that right.

Where a withdrawal refund is due, we issue it without undue delay and no later than 14 days after receiving your withdrawal notice, using the original payment method unless you expressly agree otherwise and without a refund fee. Your bank or payment provider may take additional time to show it.

3. Incorrect charges and service problems

We investigate duplicate or incorrect charges and purchases that did not deliver the agreed credits or service. Depending on the issue and your legal rights, the remedy may be delivery or correction, a price reduction or a refund.

Refunded purchases may have the associated unused credits removed to prevent double use. Any adjustment must preserve your statutory rights. Dissatisfaction with a practice score does not itself mean that the service was defective; this does not limit remedies for a service that was not supplied as agreed.

4. Run credits are different from money

The service keeps a credit ledger for scenario use. A credit reversal is not a cash refund: it adjusts your balance inside SHYWAI. An interrupted run or a corrected debit does not itself trigger a refund to your card.

Introductory and promotional credits were not purchased and have no cash refund value. For purchased credits, your withdrawal rights, remedies for service failures and the conditions shown at purchase continue to apply.

5. Your statutory rights remain

This policy does not remove any mandatory consumer rights in your country. If a rule here conflicts with a right that cannot be waived, that right takes precedence. Contact support if you need help identifying a payment or making a request.