Delivery policy

Last updated: 7 November 2026

1. What you receive

Every purchase gives your HalusAI account a number of words. You use them in the app to rewrite text, up to 5,000 words per go. Words are counted the way a word processor counts them, and you see the count before each run.

• Passes give a set number of words for 3 or 7 days. They are one-time payments and never renew. For a pass paid by DuitNow QR, the days start when the payment is approved, not when you pay.
• One month of a plan, paid by DuitNow QR, gives that plan's monthly words for one month from approval. It does not renew.
• Plans give words each month, for as long as the plan runs. Yearly plans also give their words month by month (the next month's words arrive on the same day of the month as the plan started). A plan's words do not roll over: the words left from the last period end when the new period's words arrive.
• Top-ups (for subscribers) give extra words, valid for 6 months.

The exact words and validity of each option are on the pricing page.

2. When the words arrive

• Card or wallet: within about a minute of the payment being confirmed.
• FPX online banking: your bank confirms the payment first, which can take a few minutes. The words arrive once it does.
• Plan renewals: each new period's words arrive once the renewal payment succeeds, and the last period's words stop at that moment. If a renewal payment fails, the last period's words stay usable for up to 3 days after that period ends: see failed renewals.
• DuitNow QR (passes and one month of a plan, in the app while that option is shown): after you pay, upload the receipt in the app. Receipts are checked automatically, sometimes by our team. When every check passes, the words arrive at once. Otherwise our team checks the payment, usually within a few hours. If your order is still being checked after 24 hours, contact us with its reference code.

For card, wallet, FPX and GrabPay payments, you don't need to do anything to receive the words. They go to the HalusAI account you were signed in to when you paid.

For DuitNow QR, the words go to the account you ordered with, at once when the payment is approved. No code is needed. Order pages made before 7 November 2026 keep working: once approved, they show a button that opens HalusAI with the pass words. Keep those links private. See DuitNow QR.

3. How to check

• Your Account page shows your words and lists purchases paid through Stripe. For DuitNow QR, the app shows your words at the top.
• Stripe emails a receipt for every payment it processes. For DuitNow QR, the receipt is the one your bank or e-wallet app gives you.
• For a DuitNow QR order, the app's Plans tab shows its status: waiting for payment, being checked, approved, not approved, expired or cancelled.

4. If your words don't arrive

1. If you paid by FPX, give it a few minutes, then reload your Account page.
2. If you paid by DuitNow QR, open Plans in the app (or your order page, for an order made before 7 November 2026). Check that your receipt was uploaded. While the order is being checked, the words are not added yet. If it is still being checked after 24 hours, email support@halus.app with its reference code.
3. Check that you are signed in to the same account you used to pay. For a DuitNow QR order made on an order page before 7 November 2026, open HalusAI with the Buka HalusAI button on that page.
4. If the words still aren't there, email support@halus.app from your account's email address and include your Stripe receipt (or its receipt number), or, for DuitNow QR, your order's reference code. An account opened with a personal invite link, or from a DuitNow QR order page, has no email address: for such an account, email us from any address with the order's reference code, and we may ask for your receipt to confirm the request is yours. We will add the words or refund the payment.

Never send card details by email or chat. We don't need them. We never ask for an online-banking password, TAC or OTP.

5. When no words are added

• A payment fails or you cancel at checkout: nothing is charged and no words are added. You can try again.
• A card issued outside Malaysia at an RM checkout: for a pass or top-up, the card is not charged (the hold is released); for a plan, the plan is cancelled and the payment refunded in full. You can pay in USD instead. See Payments.
• A DuitNow QR order with no receipt: it expires after 48 hours, and no words are added. If you had already paid, you can still upload the receipt on that order's page for up to 14 days after ordering.
• A DuitNow QR payment that cannot be confirmed: the order page says why, and no words are added. You can upload a corrected receipt (up to 3 receipts per order) until the order closes, 7 days after that decision. Any money that reached us for an order we do not approve is returned by bank transfer to the account it came from.
• A billing address in the European Union, the EEA or the United Kingdom: purchases are not available at launch, because we are not yet registered for VAT there. A plan whose payment (a renewal too) has such an address is cancelled and that payment is refunded in full.
• A second plan: you can have one plan at a time. If a second one is started in another tab and paid, it is cancelled and its payment refunded in full; the plan you already had is not changed.

6. Runs that fail

If a run fails, its words are returned to your account automatically, so a failed run costs nothing. Pass words go back to the same pass, or for 24 hours if the pass ended while the run was going. Words from a pass we have cancelled do not come back.

7. Contact

• Email: support@halus.app
• Phone / WhatsApp: 012-200 5500
• Support hours: Monday to Friday, 10:00-18:00 Malaysia time (GMT+8)

See also Refunds and cancellation and Payments.