Refund Policy

This policy applies to EmmanuelReach AI subscriptions and wallet top-ups bought on emmanuelreachai.com. EmmanuelReach AI is operated by Emmanuel Global Solutions SARL (“we”, “us”).

Plans are currently priced on request. This policy does not depend on any particular price: whenever it refers to a refund, it means the amount you actually paid.

If you ask within 7 days of your first subscription payment, we will refund that payment in full.

This applies to the first payment on a subscription only. Later payments are covered by the cancellation terms below.

You can cancel at any time. After cancelling, your access continues until the end of the month you have already paid for, and no further payments are taken.

We do not give partial or pro-rata refunds for the rest of a month you have paid for, whether you cancel early in the month or late.

Only the workspace owner can cancel. Open Billing & Wallet in your workspace and choose Cancel subscription. The page then shows the date your plan ends.

Changed your mind? Choose Keep my plan on the same page any time before that date, and your plan simply carries on.

If you cannot cancel in the app, email infoinfo@emmanuelreachai.com from the owner’s account email address with the workspace name, and we will cancel it for you.

If you ask within 30 days of a top-up, we will refund the part of it that is still unused in your wallet.

Balance that has already been spent on generations, message sends or other usage cannot be refunded.

We always refund in full:

• a duplicate charge for the same payment; and
• a charge for a service that was not delivered because of a fault on our platform.

These refunds are not subject to the 7-day or 30-day time limits above.

The platform is also designed so that failed work is not billed in the first place. An image, video or avatar generation counts against your allowance only when it completes. If it fails, or never reaches the AI provider, nothing is counted. Other AI requests, such as writing and analysis, are counted once when you make the request, however many models we try behind the scenes. If one of those fails because of a fault on our side, tell us and we will put it right.

• Subscription payments after the first, and the first payment once 7 days have passed.
• The unused part of a month after you cancel.
• Wallet balance already spent on generations, sends or other usage, and unused balance once 30 days have passed since the top-up.
• Usage that worked as intended, including generated content you decided not to use.
• Platform credits we grant, which have no cash value.
• Advertising budgets you spend with Meta, Google, TikTok or another advertising platform. Those are billed by that platform directly, not by us.

None of these limits applies to a duplicate charge or a platform fault (section 5).

Email infoinfo@emmanuelreachai.com from the email address on your EmmanuelReach AI account, and include:

• the name of your workspace; and
• the payment reference of the charge you are asking about.

To cancel rather than ask for a refund, the workspace owner can use Cancel subscription under Billing & Wallet in the app, or email us if that is not possible (section 3).

A short note on what happened helps us answer faster. We will never ask for your password, PIN or full card number, so please do not send them.

Approved refunds are paid back through EmmanuelPay, our payment service, to the same method you paid with, for example mobile money or card. We send the refund within 10 business days of approving it. Your bank or mobile money provider may take a little longer to show it on your account.

If something looks wrong with a charge, please contact us before you dispute it with your bank, card issuer or mobile money provider. Most problems, especially duplicate charges, are quickest to fix directly, and a refund from us usually reaches you sooner than a dispute. This does not take away any right you have to raise a dispute.

This policy does not limit any rights you have under the consumer protection law that applies to you. Where that law gives you more than this policy does, you keep the benefit of it.

This policy forms part of our Terms of Service, which govern your use of EmmanuelReach AI. Which law applies, and how a dispute is settled, are set out in the Terms’ governing law and disputes section. We may update this policy; the date at the top shows the latest version.

For any question about this policy or a payment, contact infoinfo@emmanuelreachai.com.