Refunds & Credits

1. What you are buying

You are buying a prepaid balance of credits that unlock features inside Hush — voice messages, generated images, extended sessions, and additional companions. Text chat with memory is free and is not affected by credits.

Credits are not money. They are not transferable between accounts, they carry no cash value outside Hush, and they cannot be exchanged for cash.

2. Unused purchases — 48 hours

If nothing from a purchase has been used, ask for a refund within 48 hours of paying and we will refund that purchase in full. That is the whole window. Once it closes, or once any of the purchase is available to your account, the self-serve path is closed — a pack is refundable while it is untouched, not once you have started spending it.

You can request this yourself, in your account, under My credits — no need to email us. You may also cancel the request yourself at any time before it is paid, and the held credits are returned to your balance immediately.

There is a minimum refund of $2.00. A transfer smaller than that costs more in network fees than it delivers, so we do not send them. If your unused balance is under the minimum, we will tell you that in your account when you ask — and the credits stay on your account and remain yours to use. Nothing is taken away from you.

Duplicate charge, or charged the wrong amount? That is not a change of mind, and it is not something a self-serve button should decide. Email hello@hushcompanion.com from the address on your account and we will look at it.

3. Once it is available to your account, it is not refundable

A pack is refundable while it is untouched. Once it is available to your account, any credit spent on a voice message, an image, or an extended session has incurred a cost we cannot reverse — so the pack stops being refundable at that point, not when it runs out.

A subscription buys a period of time, and that period is available to your account from the moment it is granted. There is no unused state for us to refund, so subscriptions are not refundable self-serve — email us instead if the charge itself was wrong.

If a feature fails technically and does not deliver, tell us — we will restore the credits for a failure on our side.

4. How you are paid — please read this carefully

Refunds are paid in crypto only, to the wallet address you enter when you make the request. This keeps refunds fast and available wherever you are.

The address you give us is locked the moment you submit your request. It cannot be edited afterwards, by you or by us. That is deliberate: it means no pending refund can be redirected, even if an account is briefly compromised. If you enter the wrong address, cancel the request and start a new one — do not email us asking us to change it, because we cannot.

Check the address and the network. Crypto transfers are final. If you give us the wrong address, or an address on the wrong network, those funds are gone and cannot be recovered by us, by you, or by anyone else. We validate the shape of the address and the network before accepting a request, but only you can confirm it is yours.

We cannot pay a refund to a different person. If you ask us to send your refund to somebody else’s wallet, we will decline the request.

5. Choosing your payout address

We pay to the address you give us when you request the refund, so your payout goes exactly where you want it. Check the address and the network before you submit.

If you are being paid into an exchange, check that the exchange accepts the asset and network you have chosen — funds sent on the wrong network are typically lost.

6. If something goes wrong

Please use the refund process above before raising a dispute. A self-serve refund costs you nothing, and it is almost always faster — there is no fee for requesting a refund, and no fee at any point in the process.

We will always try to resolve a problem directly first. If anything is unclear, email hello@hushcompanion.com from the address on your account and we will look at it — we aim to reply within two business days.

7. How to ask for a refund, and when you get paid

If your purchase is still unused and still inside the 48-hour window, open My credits in your account and choose Request refund on the purchase. You do not need to email us, and you do not need to tell us why. Your account shows the exact amount, the credits being held, the earliest date we pay from, and the date we promise to have paid you by. If the button is not there, the purchase is no longer refundable — email us if you believe that is wrong.

The 7-day hold. We pay on or after 7 days from the date you request it, and no later than 14 days — so your refund arrives within 7 to 14 days. You have a 48-hour window after paying to change your mind; the hold after that is doing a different job — letting a fraudulent or stolen-funds payment surface before money leaves. Changing your mind about the refund itself is free for as long as the request is open: the unspent credits sit frozen, they cannot be used, and if you cancel they return to your balance instantly.

You will be paid in the crypto asset and on the network you chose when you asked.

8. Credits that expire

Credits do not expire while your account is open and in good standing. If we ever discontinue Hush permanently, we will refund unused credits on a pro-rata basis.

9. Your statutory rights

This policy sits alongside your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Nothing in this policy reduces or replaces those rights, and where this policy is less favourable to you than the law, the law applies.