Cancellation and refund policy
This policy applies to the Essential, Premium and Pro monthly subscriptions on nowaskai.com, at the price shown on the plans page when you subscribe. Free use of the site involves no payment, so this policy does not apply to it.
1. Payments
Your plan is active as soon as your payment is confirmed and is used day by day, so payments are not refunded for convenience. To stop paying, cancel your subscription (see below): no further payment is taken.
EU, EEA and UK consumers. Your legal 14-day right of withdrawal applies as described in section 2 of our Terms of Service: because you ask for the service to start right away, a withdrawal within 14 days is refunded minus an amount proportional to the service already provided, and the right ends once the service has been fully provided.
2. Cancelling your subscription
You can cancel at any time, in one click, with no fee and no reason needed, from your Account page. Cancellation takes effect at the end of the period you have already paid for. You keep your plan until that date, then your account simply goes back to free use. Your account and your conversations are kept. No payment is taken after you cancel, and the current period is not refunded pro rata.
3. When we give a refund
We give a refund when the service was not provided, or was provided with a fault on our side:
- double billing, or a payment taken after a confirmed cancellation;
- your plan was never activated even though your payment went through, and we did not fix it within 48 hours;
- a long outage of the service during the paid period, caused by us.
We review these cases one by one, using our technical logs, and refund them when they are confirmed. Outside these cases and your legal rights, using the service less than planned, changing your mind or forgetting to cancel before a renewal does not give you a right to a refund.
4. How to reach us
Email us at contact@quenzai.com (or use the Contact support page) with the email address you used to pay and the date of the payment. When a refund is approved, it is issued through Stripe, our payment provider, to the original payment method, usually within 5 to 10 business days.
5. Billing
Payments are processed by Stripe, in US dollars or in euros depending on your country, and appear on your bank statement as AI ACCES. Your invoices are available at any time from your Account page. This policy does not take away any right that consumer law gives you.
Last updated: October 2, 2026