Refunds

1. Free regeneration when generation fails

If a full report, follow-up, or BaZi or Zi Wei report fails to generate for system reasons, tap "Regenerate for free" on the same page. No credits or free reports are used again, and there's no limit on retries until you get your content. Credits aren't returned for failed generations.

If it still doesn't complete after several tries, email our support team and we'll help.

2. Unused credits

Within 14 days of a top-up, if none of the credits from that top-up have been used, you can request a full refund.

Top-ups that have been partly used, or that are more than 14 days old, are generally not refundable. If you have special circumstances, please contact support.

The free report for new users cannot be exchanged for cash.

3. Unlocked content

Full reports and follow-ups are digital content delivered immediately upon unlocking, so credits used for them are not returned.

If a report has an obvious error (for example the hexagram name doesn't match the casting result, or content is missing or won't display), email us within 7 days of unlocking. We'll help once we've confirmed the issue.

4. Double charges or missing credits

If your payment succeeded but credits were not added, or you were charged twice for the same order, email us with the order number (open the order under Me → Details → Top-ups to see and copy it), and we will handle it as soon as possible.

5. How to request a refund

Email support@wene.app from your registered email address with the order number and reason. We will reply within 5 business days.

Refunds go back to the original payment method. When they appear depends on your card issuer or payment provider.

If consumer protection laws where you live give you better protection, those laws apply.

6. Chargebacks and payment disputes

If you have any questions about a top-up, please email support@wene.app first and we will handle it under this policy. Filing a chargeback or payment dispute directly with your card issuer usually takes longer to resolve.

When we receive a payment dispute, the related account is suspended (no sign-in, credit use or account deletion) until the dispute is closed, to prevent fraud and preserve evidence. We provide the payment and usage records for that top-up to our payment provider and the card issuer (see the Privacy Policy).

If the dispute is withdrawn or decided in our favour, the account is restored automatically. If the dispute is upheld and the money is returned to you, we deduct the credits added by that top-up; any part that cannot be deducted because the credits were already used is recorded as an amount owed and deducted first from your next top-up. Whether the account is restored is decided after our review; if the card issuer refunded you directly through a rapid dispute resolution programme (such as Visa RDR), the account is restored automatically once the amount owed is settled. If an upheld dispute is later reversed in our favour, we return the deducted credits and cancel the corresponding amount owed.

Refunds made through customer support also deduct the credits added by that top-up, and any shortfall is recorded as an amount owed.