This policy explains how UniHear LLC ("UniHear," "we," "us," or "our") handles purchases of UniHear credits. It forms part of our Terms of Service.
1. What you buy
UniHear sells prepaid credits in packs. Credits are added to your wallet as soon as payment completes and are spent when you host, or listen to, live translated events. Purchased credits do not expire. There are no subscriptions, so there is nothing to cancel: you are only charged when you choose to buy a pack.
2. No cash refunds
Except where the law gives you a right that cannot be waived (see section 4), credit purchases are final and we do not refund them in cash, whether or not the credits have been used.
3. When we restore credits
If something goes wrong on our side, we put it right by restoring credits to your wallet. For example:
- an event could not deliver translation because of a fault in the Services;
- you were charged for a pack but the credits did not arrive;
- the same purchase was charged more than once.
Unused whole hours booked for an event are returned to your wallet automatically when the event ends, so you do not need to ask for those. For anything else, email support@unihear.app with the email address on your account, the transaction ID from your receipt (it starts with txn_), and what happened. We review each request and, where the problem was ours, restore the affected credits.
4. Your statutory rights
Consumer law in some countries gives you a right to withdraw from an online purchase within a set period. For example, consumers in the EU, EEA, UK, and Switzerland generally have 14 days. For digital content such as credits, that right may end once you start using what you bought, where the law allows this. Nothing in this policy limits rights that cannot lawfully be limited; where they apply, the highest level of protection always applies.
Web purchases are sold by Paddle, our merchant of record. Withdrawal requests and any payment refund are handled by Paddle under its Checkout Buyer Terms. You can contact Paddle through the link on your receipt, or contact us and we will help.
5. Refunds and chargebacks
If a purchase is refunded by Paddle, reversed by a chargeback, or refunded by an app store, the credits from that purchase are removed from your wallet. If some of them have already been spent, your balance may go below zero until your next purchase.
6. Mobile purchases
Credits bought in the iOS or Android app are sold by Apple or Google. Refunds for those purchases are requested from, and decided by, the store under its own policies.
7. Changes and contact
We may update this policy by posting a revised version and updating the date above. Questions about refunds or credits may be sent to UniHear LLC at support@unihear.app.