Refunds

1 · Two different things

There are two kinds of payment on Wenzaa, and they work differently. Your subscription is between you and us, Wenzaa Technologies Limited. A purchase from a creator's shop is between the buyer and that creator — we only carry the money.

2 · Your Wenzaa subscription

Plans are billed monthly in advance. Cancel any time from Settings and you keep the plan until the end of the period you've paid for.

We don't refund part-months. If we charged you in error, or the service was unusable for a sustained period, email support@wenzaa.co and we'll put it right.

The Free plan has no card on file, so there's nothing to cancel and nothing to refund.

3 · If you bought from a creator

The creator is the seller, and refunds for what they sell are between you and them. Wenzaa doesn't decide disputes or process refunds for creators' sales. Contact the creator first; their page is linked from your order.

If you can't reach them, or what arrived clearly wasn't what was described, email support@wenzaa.co with your order reference and we'll help put you in touch.

Physical goods: the creator is paid 7 days after delivery, so raise a problem with them within that week.

Digital downloads: if the file never arrived or won't open, tell the creator. Your download link works for 90 days and up to 5 downloads, from the email and from your order page.

Tips are gifts and aren't refundable.

4 · If you're the creator

You decide whether to refund a buyer, and you do it directly, outside Wenzaa. There's no refund button in the app, because a platform deciding who was right about a PDF helps nobody.

Say what you'll do in your product descriptions, so buyers know before they pay.

5 · Chargebacks

A buyer who paid by card can dispute the payment with their bank. That is the backstop for a sale that went wrong and couldn't be settled with the creator.

Talking to the buyer nearly always settles it faster and cheaper than a bank dispute does.

6 · How long a subscription refund takes

When we refund a plan charge, cards take 5 to 10 working days depending on the bank. We start it the same day it's agreed.