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Refunds and cancellation

Last updated: 7 November 2026

The short version. You can get a full refund within 48 hours of a purchase or renewal if you have used no more than 1,000 of its words. Failed runs give their words back automatically, unless they came from a pass we have cancelled. Passes never renew. Plans can be cancelled any time in your account, and you keep your words until the end of the period you paid for. Refunding a plan payment cancels the plan too. For a pass paid by DuitNow QR, the 48 hours count from when we approve the payment, and the refund is paid by bank transfer.

1. The 48-hour refund

You get a full refund if both of these are true:

  • you ask within 48 hours of the purchase or renewal, and
  • you have used no more than 1,000 of the words that purchase or renewal gave you.

This applies to passes, top-ups and plans. For a plan, each payment counts as a purchase of its own and has its own 48 hours: the first payment, each renewal, and the extra payment when you change to a dearer plan. For a yearly plan, the words used are counted across all of its monthly batches.

When a plan payment is refunded, the plan is cancelled too, so it does not renew again, and the words that payment gave are removed. You can subscribe again later. The one difference is the extra payment you make to change to a dearer plan (or an earlier month's renewal): refunding it does not take away a period you have already paid for, so the plan ends when that period ends and you keep the words you already had until then.

For a pass or plan month paid by DuitNow QR, the 48 hours count from when the payment is approved, not from when you paid.

When a purchase is refunded, the words it gave you that are still left are removed from your account.

2. After 48 hours

After 48 hours, or once more than 1,000 of a purchase's words have been used, there is no refund, with two exceptions:

  • where the law requires one, or
  • where a fault on our side stopped you using the service.

Cancelling a plan stops future payments. It does not refund the rest of a period you have already paid for, unless the 48-hour rule above applies. Changing to a cheaper plan does not refund the difference either: the cheaper plan starts when the period you paid for ends.

3. Failed runs

If a run fails, its words are returned to your account automatically. You don't need to ask, and no money moves. Pass words go back to the same pass; if the pass ended while the run was going, they come back for 24 hours. Words from a pass we have cancelled (see Payments) do not come back.

4. How to ask for a refund

  1. Email support@halus.app from your account's email address, so we can match the request to your account. 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 your DuitNow QR order's reference code. We may ask for your receipt to confirm the request is yours.
  2. Say which purchase you mean: the date and what you bought, or the Stripe receipt. For a DuitNow QR order, give its reference code.
  3. If you are asking because of a problem on our side, tell us what went wrong.

Never send card details by email or chat. We don't need them to refund you. For a DuitNow QR refund, we may ask by email for the details of the account that paid, but never for an online-banking password, TAC or OTP.

Refunds go back to the original payment method, through Stripe. They usually take 5-10 business days to appear, depending on your bank or wallet.

DuitNow QR. Refunds of DuitNow QR payments are paid by bank transfer to the account the payment came from. If we cannot confirm a DuitNow payment, the app says why, and any money that did reach us is returned the same way, by bank transfer to the account it came from.

6. Cancelling a plan

  • Passes and top-ups are one-time payments. They never renew, so there is nothing to cancel.
  • Monthly and yearly plans renew automatically until you cancel. Cancel any time in Account, then Manage billing.
  • After you cancel, you are not charged again, and you keep your words until the end of the period you paid for. On a yearly plan, your words keep arriving each month until the paid year ends.
  • If you delete your account, your plan is cancelled first, at once and without a refund.

7. Words and expiry

  • Pass words end when the pass ends. A pass or plan month paid by DuitNow QR starts when the payment is approved. A plan month paid by DuitNow QR does not renew, so there is nothing to cancel.
  • A plan's monthly words reset at each renewal and do not roll over: the words left from the last period end, and the new period's words are added. If a renewal payment fails, the last period's words stay usable for up to 3 days after the period ends while Stripe retries the payment.
  • Top-up words are valid for 6 months and are still usable after a plan ends.
  • Words are not money. They cannot be exchanged for cash or transferred to another account, and they expire as stated. Unused or expired words are not refunded, except under the rules on this page.

The pricing page lists every pass, plan and top-up with its words and validity.

8. Disputes and chargebacks

If something is wrong with a payment, please contact us first. Most problems are quicker to fix by email than through your bank. If you open a chargeback or dispute with your bank, your HalusAI account is paused while it is open.

9. 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 Payments, Delivery and the Terms of Service.