Refund Policy
Effective Date: October 09, 2026
Website: annekenel.com
Official Social Media Profiles: @structuredrelief (Instagram, Facebook, Threads)
1 What you are buying
hiAnneke is a paid subscription that renews automatically. Each charge buys you access to the service for one period. The period length and the price are shown at checkout before you pay, and in every receipt. As of 9/10/2026 our plans are:
| Plan | Charged | Renews | Weekly equivalent |
|---|---|---|---|
| Weekly | $9.99 | every 7 days | $9.99 |
| Four weeks | $33.00 | every 28 days | $8.25 |
| Annual (optional) | $129.00 | every 12 months | $2.48 |
The price that applies to you is the one displayed at checkout when you subscribed, in the currency shown there. We may change prices for future periods, if we do, we will tell you at least 30 days before it applies to your subscription, and you can cancel before then.
2 How to cancel
- Open the customer portal of your account and choose Cancel. You can find all details directly in your portal at any time. Alternatively you can write to support and we will cancel it for you.
- Cancelling takes effect immediately for future charges: you will not be charged again.
- You keep access until the end of the period you have already paid for. If you want access to end sooner, say so and we will close the account sooner.
- Keep the cancellation email. If a charge is ever taken after you cancelled, that email is all we need to refund it (see section 3).
3 When we refund
| Situation | What we do |
|---|---|
| You ask within 7 days of your first payment (any reason, or none) | Full refund of that payment. Ask by email; we do not ask why. This applies once per person, to the first payment of your first subscription. |
| A renewal charged you because the cancellation did not go through, or you cancelled after the charge | Full refund of that renewal if you tell us within 30 days of the charge. |
| You were charged twice for the same period, or a duplicate subscription exists | Full refund of the duplicate, as soon as we can see it. |
| The service did not work for a material part of a period you paid for (a real outage, not a missing feature you dislike) | Partial or full refund of that period, decided case by case. We look at what actually failed on our side, and we would rather refund than argue. |
| A charge you did not authorise (for example, a card used without permission) | We investigate and refund what we should; we may ask you to report it to your bank first. |
| Charged in a period after you closed your account or while your subscription was paused by us | Full refund of that period. |
We can only refund to the original payment method and in the same currency as the original charge. We cannot refund on behalf of your bank, and we do not refund fees your own bank or card issuer charged you.
4 When we do not refund
- Part-used periods. We do not refund the unused part of a period that has already started, because access to the service is available to you for the whole of it. This is exactly what cancelling is for: it stops the next charge so that you never pay for a period you do not want.
- Change of mind after the 7-day window on a payment, cancel instead. You will not be charged again.
- You simply did not use the service. We cannot track whether you wrote to hiAnneke; the service was there for you for the whole period.
- A feature you hoped for is missing, or the persona is not to your taste, that is what the first 7 days are for.
- Accounts closed for abuse (for example, breaching the Terms of Service, including the zero-tolerance rule on anything involving minors). No refund of the current period, nothing further is charged.
- Repeat refund cycling, subscribing using the service and claiming the first-payment refund more than once. The 7-day refund is a one-time gesture per person, and we may refuse it for accounts we reasonably believe are cycling.
5 How to ask for a refund
Email support from the address you subscribed with, and include:
- the email address on the account;
- the date (and roughly the time) of the charge, or the amount;
- one line about what you would like (refund of the first payment, of a renewal, of a duplicate charge, and so on).
You do not have to explain yourself or justify anything. We may ask you to confirm a detail only you would know, to make sure we are refunding the right person. If you cannot email from the subscribing address, tell us and we will find another way to verify you.
6 How long it takes
- We reply within 2 business days, usually much sooner, and tell you the outcome.
- Once approved, refunds are processed to the original payment method within 5–10 business days.
- Your bank or card issuer may need up to one further billing statement to show it. If more than 15 business days have passed, email us and we will chase the payment provider with you.
7 Payment problems, declined cards and chargebacks
Declined payments. If a renewal fails, our payment provider may retry it, and we will email you. Your access may be suspended until the payment succeeds. If the subscription stays unsettled, the provider may cancel it automatically after a period of non-payment. You will not be chased for money you have not used, but you also will not keep access.
Please email us before filing a chargeback
Chargebacks cost us fees, freeze the account, and take weeks to resolve and they are almost always slower than writing to us. Tell us what went wrong and we will refund it ourselves if it falls into any category in section 3. If you do file a chargeback on a charge we consider valid, we will suspend the account, cancel the subscription, and answer the dispute with our records (your checkout details, the receipts, and the usage of the service). We cooperate fully with genuinely unauthorised charges.
8 EU and UK consumers: your statutory withdrawal right
If you are a consumer in the EEA or the UK, you normally have 14 days to withdraw from a distance contract for digital services. Because hiAnneke starts delivering its content immediately. The first replies and voice notes arrive within minutes of you subscribing, we ask for your express consent to immediate access and your acknowledgement that you lose the withdrawal right once delivery has started.
Under Swiss law there is no general statutory cooling-off right for online services. The 7-day first-payment refund in section 3 is therefore a contractual promise we make to everyone, including Swiss members, and it is deliberately more generous than the minimum the law requires: it is a full refund of your first payment, with no requirement to give a reason, while the statutory right exists only until delivery starts.
Nothing in this policy removes a right that the mandatory law of your country of residence gives you. If a mandatory rule conflicts with something written above, that rule wins.
9 Contact and document control
Refunds, billing problems, cancellations: connect(at)annekenel.com. We try to answer every message within 2 business days.