Refund Policy

Raitu offers one monthly subscription plan, Plus: R249 a month for 20 sessions, with document uploads (PDFs, photos, Word and PowerPoint files), six tutor voices and deeper sessions. Every account also starts with a 2-month free trial; after it ends, sessions pause until you subscribe or buy a session pack, and nothing charges automatically. One-off session packs (R149 for 10 sessions) add sessions on top of any plan. We may offer annual plans at a discount in future; if we do, this policy covers them too. Subscriptions renew automatically at the end of each billing period unless you cancel before it renews.

When something is wrong on our side, we fix it. That includes:

• Billing errors. You were charged the wrong amount, charged twice, or charged after a cancellation that reached us before the renewal.
• Platform issues. A session failed because of a service-wide problem on our side (not a one-off AI mistake, see section 3) and we could not put it right, so you were left without what you paid for.
• Unauthorised charges. You can prove a charge was not authorised by you (for example, a stolen card). We refund it.

Depending on the case we’ll refund you or add credit to your account, whichever puts it right fastest. Refunds go back to the payment method you used, through Paystack (see section 7).

• Change of mind. If you decide a plan or pack isn’t for you, cancel instead: cancelling stops the next renewal and costs nothing, but the current period isn’t refunded for non-use.
• Unused time or sessions. Plans and packs are pay-per-period or prepaid credits; we don’t pro-rate or refund unused parts for change of mind, and pack sessions stay usable for 36 months.
• A one-off AI mistake. Raitu is an AI tutor and sometimes gets something wrong. Ask it to correct itself or re-explain, or start a fresh session on the topic; a single bad answer is not a refundable service failure.
• Breach of our Terms of Use. If an account is suspended or terminated for breaking the Terms of Use (abuse, fraud, or violating acceptable use), no refund applies for the remaining period.

Session packs are one-off purchases. They don’t renew, they stay valid for 36 months (three years) after purchase, and they aren’t refundable for change of mind; section 2 still applies if something goes wrong on our side.

You can cancel a subscription at any time from your billing settings; cancelling stops the next renewal. After cancelling, you keep access to everything your plan includes until the end of the billing period you’ve paid for: no immediate cut-off, no partial-period charges, and no cancellation fees. A downgrade scheduled mid-period starts on your next renewal, so you keep what you’ve already paid for until then.

Subscriptions renew automatically until cancelled. If you no longer want the plan, cancel before the renewal date (section 4). Renewals aren’t refunded for change of mind. If a renewal was a billing error, or you can prove the charge was not authorised, section 2 applies and we’ll refund it.

This is a policy, not a limit on your rights. Nothing here overrides your statutory rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, including any cooling-off right or right to cancel those laws give you. Where the law gives you a right to a refund or cancellation, it takes precedence over this policy.

Refunds go back to the payment method you used originally, processed through Paystack. Card refunds typically land within a few business days; an instant EFT refund can take up to 10 business days.

If we can’t refund to the original payment method, we’ll work with you to find another way.

Email us at support@raitu.tech or use our contact page with your account email address, the date of the charge, and what went wrong. We confirm within two working days and, where section 2 applies, we refund or credit you promptly. Real problems on our side are always worth raising, even if you’re unsure whether they qualify.

Free use of Raitu is your first session (no account), and signing in starts a 2-month free trial with 20 sessions a month. After the trial, sessions pause until you subscribe to Plus or buy a session pack. The trial is free, needs no card, and never charges you automatically; sessions you’ve already made remain fully replayable for free, and there’s nothing to refund on free use.

This refund policy is part of our Terms of Use and Privacy Policy. We may update it from time to time; significant changes will be announced here. If anything here is unclear, ask us before you buy; we’d rather answer a question than have you buy with the wrong expectation.