Customer policy

Refund and dispute policy

Last updated: 21 August 2026. This policy applies to KyuAdvisor credit packs sold by helen shen's software and service company.

What you are buying

You buy prepaid digital credits used in the KyuAdvisor Chrome extension (ask about a position) and on the Play page (a full game against KataGo). This is a one-time payment, not a subscription. There is nothing to cancel and no automatic renewal. Unused credits stay on your account while the service operates.

How credits are spent: a new question or a post-game review costs 1 credit. Play costs 0.5 credit per engine move (KataGo’s reply as White).

Unused credits

If you have not used the credits from a purchase, you may request a full refund of that purchase within 14 days of the payment date. Write to kyuadvisor@gmail.com from the email on the KyuAdvisor account and include the Stripe receipt or the last four digits of the card and the purchase date.

Partly used packs

If some credits from that purchase have already been used, we refund the unused portion. Used credits include a completed new question (1 credit), a post-game review (1 credit), and each engine move in Play (0.5 credit). We do not refund credits that were spent on questions that returned an answer. If analysis failed and the product already restored the credit, that credit is unused again and can be refunded under this policy.

Duplicate or mistaken charges

If Stripe charged you twice for the same pack, or the payment succeeded but credits did not appear, email us. We will either add the missing credits or refund the extra charge after we check the Stripe payment record.

How to request a refund

• Email kyuadvisor@gmail.com
• Use the same address as your KyuAdvisor account if you can
• Include the purchase time, amount, and account email

We aim to reply within three business days (Canada). Approved refunds go back to the original payment method through Stripe. Bank timing is outside our control.

Disputes

Please contact us before opening a chargeback. We can usually restore credits or issue a refund faster than a card dispute. If a dispute is filed, we will provide Stripe and the card network with the order record, the account email, and this policy.

Questions: kyuadvisor@gmail.com