We want this to feel fair and low-risk. If Onwu AI isn't right for you, you can get your money back.
1. 30-day full refund - no questions asked
You can request a full refund of any unused credit within 30 days of the top-up that added it. You don't need to give a reason. We'll refund it to your original payment method.
2. If the service fails or doesn't work as described
If the Service is unavailable, materially fails to work as described, or you experience a genuine problem caused by the Service, contact us and we will put it right - including a refund of affected usage (not just unused credit) where appropriate. This applies even beyond the 30-day window. Nothing here limits your rights under the Consumer Rights Act 2015 or other applicable law.
3. How billing works
Paid use is funded by credit you add to your account, drawn down as you use the assistant, at the rates published on our Pricing page. Your balance and history are always visible in your dashboard.
4. Used credit
Credit already consumed for answers delivered is generally not refundable, because the service was provided - but if those answers were affected by a fault or outage, Section 2 applies and we'll make it right.
5. Billing errors
If you think you were charged incorrectly, tell us within 60 days. If we confirm an error, we'll correct it and refund any overcharge promptly.
6. How to request a refund
Email support@onwuai.co.uk from your account email. We aim to acknowledge within 2 business days and process approved refunds within 5-10 business days; your bank may take a little longer to show the funds.
7. Your statutory rights
This policy is in addition to, and does not limit, your statutory rights as a consumer.