Refund Policy

1. 14-Day Money-Back Guarantee

We want you to be completely satisfied with HSKStory. If you're not happy with your subscription for any reason, we offer a 14-day money-back guarantee.

How it works:

• Request a refund within 14 days of your initial subscription purchase
• We'll process a full refund, no questions asked
• Refunds are issued to your original payment method
• Processing time: 5-10 business days

2. Subscription Refund Exceptions

We reserve the right to deny refunds if you have generated 5 or more custom storiesafter subscribing. This shows significant usage of the Service.

Rationale: Story generation incurs real costs (AI API usage, audio generation). If you've generated multiple stories, you've received substantial value from the subscription.

Fair Use: We monitor for refund abuse patterns. Users who repeatedly subscribe, use the service extensively, and request refunds may have refund requests denied.

3. Pay-Per-Story Refunds

For individual story purchases ($2-3 per story), refunds are available only in cases oftechnical failure that prevents story generation or delivery.

Eligible for refund:

• Story generation failed and retry also failed
• Audio generation failed and could not be resolved
• Technical issue prevented you from accessing your purchased story

Not eligible for refund:

• Subjective quality concerns ("I didn't like the story")
• Vocabulary accuracy within our stated 91-93% range
• Change of mind after successfully receiving the story

Technical issues must be reported within 48 hours of purchase.

4. Technical Issues

If the Service is unavailable or experiences significant technical problems that prevent you from using it:

• Full Refund: If service is unavailable for 3+ consecutive days
• Prorated Credit: For partial service disruptions
• Story Retry: If audio generation fails, we'll retry at no extra charge

We will proactively issue credits or refunds for significant service outages affecting multiple users.

5. How to Request a Refund

Step 1: Contact Support

Email us at support@hskstory.com with:

• Your account email address
• Order/subscription ID (if available)
• Reason for refund request
• Any relevant details (technical issues, error messages, etc.)

Step 2: We Review

We will review your request and respond within 2-3 business days. We may ask follow-up questions to understand the issue better.

Step 3: Refund Processed

If approved, we'll process the refund via Paddle (our payment processor). Refunds appear in your account within 5-10 business days, depending on your bank.

6. Refund Processing Time

• Approval: 1-3 business days
• Paddle Processing: 1-2 business days
• Bank Processing: 3-7 business days
• Total: 5-10 business days on average

Note: Refund timing depends on your bank and payment method. We cannot control how quickly banks process refunds.

7. Cancellation vs. Refund

Cancellation: You can cancel your subscription anytime. You'll retain access until the end of your current billing period, but won't be charged again.

Refund: Only available within 14 days of initial purchase, subject to usage limits (5-story exception).

Cancellation does not automatically trigger a refund. You must explicitly request a refund within the 14-day window.

8. Chargebacks

If you dispute a charge with your bank (chargeback) without contacting us first:

• Your account will be immediately terminated
• We will provide evidence to the bank showing service was delivered
• Chargebacks may result in your payment method being blacklisted

Please contact us first if you have any billing concerns. We're committed to resolving issues fairly and quickly.

9. Exceptions & Special Cases

We reserve the right to make exceptions to this policy on a case-by-case basis, particularly for:

• Extenuating circumstances (illness, emergency)
• Service bugs or errors on our end
• Long-term customers with good history

Contact us to discuss your situation if you feel you deserve special consideration.

10. Contact

Questions about refunds or need to request one?

• Email: support@hskstory.com
• Response time: 2-3 business days