Payments & Refund Policy
Last updated:
This policy is part of our Terms of Service. HookupAI has no discretionary refunds: support staff cannot issue cash refunds on request. Instead, the platform automatically returns money in the specific situations listed below. In your wallet history these appear as “Returned” amounts. Nothing in this policy limits rights you have under applicable consumer protection law.
1. Wallet top-ups
- Top-ups add prepaid credit to your HookupAI wallet once the payment provider confirms the payment. Balance is shown in KES and is used for messages, AI features, calls, bookings and other paid features.
- Client wallet balance cannot be withdrawn as cash or transferred to another user.
- If you were charged but the top-up did not arrive, it is usually a delay with the payment provider. Our automatic reconciliation credits confirmed payments. If it has not appeared after 24 hours, contact us with the transaction reference.
- Duplicate or erroneous charges confirmed by the payment provider are reversed to the original payment method or returned to your wallet.
2. Messages, AI features and calls
When something you paid for cannot be delivered — for example a message that fails to send, an AI generation that fails, or a call that does not connect — the exact balance or allowance consumed is automatically returned to your wallet. Content that was delivered is not returnable.
3. Bookings
When you request a booking, the amount is held from your wallet. Funds are released to the advertiser only according to the booking flow. If a booking is cancelled, the hold is settled as follows:
| Situation | Returned to your wallet |
|---|---|
| Advertiser cancels, or declines the request | 100% |
| You cancel 48 hours or more before the start time | 90% |
| You cancel 24–48 hours before | 50% |
| You cancel 12–24 hours before | 25% |
| You cancel less than 12 hours before, or do not show up | 0% |
The non-returned part is a cancellation fee. Any arrangement or payment you make directly with an advertiser outside HookupAI is between you and the advertiser and is not covered by this policy.
4. Subscriptions
- Subscriptions renew automatically until you cancel in your billing settings.
- Cancelling stops the next renewal. You keep paid access until the end of the current period; partial periods are not returned.
- When you upgrade, the unused value of your current plan is credited against the new plan price. This credit is not cash and cannot be withdrawn.
5. Chargebacks and payment disputes
Please contact us before disputing a charge with your bank, card issuer or mobile-money provider — most problems are resolved faster that way. If a chargeback or dispute is opened:
- we record the provider's dispute status and may deduct the disputed amount from your wallet balance;
- we may restrict paid features or suspend the account while the dispute is open;
- we will provide the payment provider with transaction records to respond to the dispute;
- fraudulent or abusive chargebacks may lead to permanent account closure.
6. Advertisers and agencies
Earnings become available for payout after a booking or sale settles, less applicable commission. Payouts may be held during an investigation of fraud, a chargeback, or a breach of the Acceptable Use Policy. Failed payouts are reversed back to your earnings balance.
7. Questions
Include your transaction or booking reference so we can find the payment quickly.
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