Refund Policy

Here Got What runs on a pay-as-you-go token model. 1 token = US$0.01 of usage. Tokens are bought in one-time packs, never expire, and do not auto-renew.

Unused token balance

If you change your mind, the unused portion of any token pack is refundable on request within 14 days of purchase. We refund the prorated value of the tokens still in your wallet at the per-token price you paid, back to the original payment method.

Tokens already spent

Tokens that have already been consumed are non-refundable once the output has been produced. This includes:

• AI tour generation (4–5 tokens per tour)
• Bulk translation into another language (3 tokens per language per tour)
• AI text-to-speech narration (8 tokens per 1,000 characters)
• Live broadcasting minutes (0.2 tokens / minute, rounded up — billed as you go)

If a paid action failed on our side (the AI errored out, narration never produced an audio file, the live session never connected, etc.) the tokens are refunded automatically to your wallet within seconds of the failure — no email or support ticket needed. You'll see the refund appear in your wallet ledger with the reason auto_refund_failure. If you spot a failure that wasn't auto-refunded, email us and we'll credit you back.

EU / UK consumers — digital content

Token packs are digital content delivered electronically and usable immediately on purchase. If you are a consumer in the EU or UK you normally have a 14-day cooling-off right to cancel digital purchases. By ticking the pre-purchase acknowledgements and clicking Buy tokens, you expressly consent to immediate delivery of the tokens to your wallet and acknowledge that you lose your statutory right of withdrawal for any tokens you have already spent. The unused balance policy above continues to apply for 14 days as a goodwill refund on top of your statutory rights.

Chargebacks

If you believe a charge is wrong, please email us first — we can usually resolve it within a few business days. Filing a chargeback with your card issuer without contacting us first may result in your account being suspended pending resolution of the dispute, and any tokens still in your wallet at the time of the chargeback being reversed.

What is always free

You never pay for manual tour creation, adding stops yourself, uploading photos (within your storage cap), browsing, liking, flagging, or sharing tours. These actions do not spend tokens.

Agora live voice

If you choose to enable live voice, you use your own Agora account and key. Agora bills you directly once their free tier is exhausted. Here Got What does not charge for and does not refund Agora minutes — any refund question for Agora usage must be raised with Agora.

How to request a refund

Email hello@heregotwhat.app from the email address on your account. Tell us which order you'd like refunded and we'll process it within a few business days. Refunds go back to the original payment method.

After the 14-day window

We review out-of-window requests case by case, especially where a technical issue on our side prevented you from using the tokens you paid for.

Questions

Email hello@heregotwhat.app and we'll be glad to help.