Last updated: May 5, 2026
This Refund Policy describes when and how Nalana, Inc. ("Nalana," "we," "us," or "our") issues refunds for purchases made through the Nalana desktop application or website. Because Nalana is downloadable software and sells digital subscriptions and credits — not physical goods — this policy reflects the nature of those digital products.
Monthly subscription charges are billed in advance at the start of each billing period. If you cancel a monthly subscription, you will retain access through the end of the current billing period. We do not issue prorated refunds for partial months.
If you cancel an annual subscription within 14 days of the initial purchase and have not used any paid features during that period, you are eligible for a full refund. After 14 days, or after using paid features, annual subscriptions are non-refundable.
If your subscription renews automatically and you did not intend to renew, contact us at clarence@nalana.io within 7 days of the renewal charge and we will evaluate a refund on a case-by-case basis, provided you have not used the Service during the renewal period.
Nalana credits are digital tokens consumed when using AI-powered features. Credit purchases are generally non-refundable once delivered, as they are immediately available for use.
Exceptions may be made if:
Unused credits have no cash value and are not transferable.
Nalana offers a free tier with limited credits at no cost. No refunds apply to free tier usage. If a paid trial was offered at a promotional rate, refund eligibility is stated at the time of purchase.
If the Application is substantially non-functional due to a bug or error on our end — meaning core features do not work as described — and we are unable to resolve the issue within a reasonable timeframe, you may be eligible for a full or partial refund regardless of the standard windows above. Please report the issue to clarence@nalana.io with details and we will investigate promptly.
If you initiate a chargeback with your bank or card issuer rather than contacting us first, we reserve the right to suspend your account pending resolution. We encourage you to contact us directly — we are a small team and will work to make things right.
To request a refund, email us at clarence@nalana.io with:
We aim to respond to all refund requests within 3 business days. Approved refunds are processed to the original payment method and typically appear within 5–10 business days depending on your bank.
We may update this policy as our pricing model evolves. The "Last updated" date above reflects the most recent revision. Continued use of the Service after changes constitutes acceptance.
Questions about refunds? Reach us at clarence@nalana.io.