This is a starting template. Please have a United Kingdom (UK) solicitor review it before relying on it — consumer-law wording matters.
This policy explains how refunds and cancellations work when you buy credits on HarmonyName (the website at harmonyname.com).
HarmonyName is run by a UK-based sole trader (one individual, not a limited company). When you buy credits, your contract is with that individual.
If you have any question about a payment or a refund, email us first at 【CONFIRM: support email】. We would much rather sort it out with you directly.
1. What you are buying
You buy prepaid credits. Each name generation spends some credits. Credits are digital and arrive in your account straight away.
HarmonyName creates Chinese given names. It does this by combining BaZi (八字, also called Chinese “Four Pillars” astrology) with artificial intelligence (AI).
To use the service you buy credits in advance. Each time you generate a name, that uses up some of your credits.
For reference, the credit packs are:
- Starter — $5 for 10 credits
- Popular — $12 for 30 credits
- Pro — $30 for 100 credits
Payments are handled by Stripe, a payment company. We do not store your card details.
Credits are digital content. They are delivered to your account instantly, as soon as your payment goes through.
2. Your normal 14-day right to cancel — and why it is different for credits
Online purchases usually come with a 14-day right to cancel. But because credits are delivered instantly, you agree at checkout to start using them right away — and you accept that the 14-day right no longer applies to credits you have already used.
Under UK law — the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — you normally have 14 days to cancel something you bought online and get your money back.
There is an exception for digital content (like our credits) that is supplied straight away. You lose that 14-day right once both of these are true:
- you have expressly agreed that we can start delivering the credits immediately; and
- you have acknowledged that, by doing so, you lose the 14-day right to cancel.
When you buy credits, the credits reach your account at once. By completing your purchase you agree to immediate access and you acknowledge that the 14-day cancellation right no longer applies to any credits you have already used.
This does not take away your separate rights if the service is faulty or not as described — see Section 4.
3. Goodwill refund for unused credits
If you change your mind and have not used any credits, ask us within 14 days and we will normally refund you. This is a goodwill offer, given at our discretion.
We want you to feel safe buying from us. So, as a matter of goodwill, we offer this:
- If you have not used any of the credits in a pack, and
- you ask us within 14 days of buying them,
then we will normally refund that pack in full. Refunds go back to your original Stripe payment method.
This goodwill refund is offered at our discretion. We can only do it for wholly unused credits. Once you have spent even one credit from a pack, that pack counts as used and is no longer eligible for this goodwill refund.
This is in addition to your legal rights, not instead of them.
4. If the service is faulty or not as described
By law, what we sell must work properly and match how we describe it. If it does not, you are entitled to a remedy — usually re-credit or a refund. But not liking the style of a generated name is not a fault.
Under UK law — the Consumer Rights Act 2015 — digital content must be:
- as described,
- fit for its purpose, and
- of satisfactory quality.
If our service is genuinely faulty or not as described — for example, you paid but no credits arrived, or a generation failed and still took your credits and we could not fix it — you are entitled to a remedy. That usually means we re-credit your account or give you a refund. This applies whatever Section 2 says.
Please tell us about a fault as soon as you can, so we can look into it and put it right.
One important point about what counts as a fault. HarmonyName is for cultural and entertainment purposes. The names are meant to be meaningful and fun — they are not advice, and not a guarantee of any outcome.
Because of this, simply not liking the style of a name the system generates is not a fault, and is not on its own a reason for a refund. The service still worked: it produced a name for you. That said, we will always try to be fair and reasonable, so if something feels wrong, talk to us.
5. How to ask for a refund
Email us with a few details. We aim to reply quickly, and approved refunds go back to your original Stripe payment method.
To ask for a refund, email 【CONFIRM: support email】 and include:
- the email address on your HarmonyName account,
- the date you bought the credits,
- which pack you bought (Starter, Popular, or Pro),
- and a short note on why you would like a refund.
We aim to reply 【CONFIRM, e.g. within 5 business days】.
If we approve a refund, it goes back to the original Stripe payment method you used. Your bank may take a few more days to show it.
6. Chargebacks and disputes
Please contact us before raising a dispute with your bank. It is almost always faster for us to fix it directly.
A “chargeback” (also called a payment dispute) is when you ask your bank or card provider to reverse a charge.
Please contact us first at 【CONFIRM: support email】 before raising a chargeback. We can almost always sort out a genuine problem more quickly and directly than a bank dispute can. Raising a chargeback before talking to us just slows things down for both of us.
7. Contact us
One email address for any refund or payment question.
For anything in this policy, email 【CONFIRM: support email】. We are a small, UK-based sole trader and we read every message.