KohAI refunds, withdrawal and cancelling

Last updated: [DATE OF PUBLICATION] (draft of 3 October 2026)

This policy is from [LEGAL NAME] (VNP Media), [ADDRESS], the Netherlands, the seller of everything sold in KohAI. Payments are processed by Stripe. Nothing here takes away your rights under the law where you live.

1. The free app

KohAI itself is free. There is nothing to refund.

2. Gems

Unspent gems: 14 days, one button

For 14 days after you buy a gem pack, you can get your money back for the part of that pack you have not spent. Press Refund next to the purchase in your account. No reason needed.

How we count what is unspent:

Gems you earned by learning are always spent first.
Among bought gems, the oldest are spent first. So a newer pack stays unspent for as long as possible.
You get back the unspent share of the price you paid. Example: you bought 1,200 gems for 9.99 euro and spent 300 of them. 900 of 1,200 are unspent, so you get 7.49 euro back and those 900 gems leave your balance. LAWYER: check the rounding rule; we round down to the cent. SAM: confirm.

Gems you spent on items are used. The items stay yours, and that part of the pack is not refunded, unless one of the cases in "When you always get a refund" applies.

This follows the right of withdrawal in EU and UK law for in game currency, as the EU consumer authorities read it: you keep your 14 days for currency you have not used (CPC Network key principles on in game virtual currencies, March 2025). We offer it to buyers everywhere, not only in the EU.

Before you pay

KohAI shows the pack, the number of gems and the full price including tax, and asks you to confirm you are 18 or older and agree to the terms. Your gems arrive as soon as Stripe confirms the payment. We email you a confirmation with what you bought, the price, and this refund rule.

When you always get a refund

You were charged but the gems did not arrive, and we cannot fix it.
You were charged twice, or the wrong amount.
The gems or an item you bought do not work as described, and we cannot fix it within a reasonable time. You then also get back gems spent on that item.
Someone used your payment method without your permission. Tell us and your bank.

What a refund does

A refund takes the refunded gems off your bought balance. Money goes back to the payment method you used, within 14 days of the refund. If your bank reverses a payment (a chargeback) after you spent the gems, we may take back the items bought with them. SAM: confirm.

Earned gems, chests and items

Gems, chests and items earned by learning are free. They cannot be refunded or exchanged for money.

3. Plans [later, not on sale yet]

Cancel any time in your account on trykohai.com, online, with a clearly marked "Cancel plan" button and one confirm step. No phone call, no email needed. We confirm the cancellation by email, with the date your plan ends.
Monthly plan: keeps working until the end of the month you paid for, then stops. You are not charged again.
Yearly plan: paid once up front for 12 months. We email you 30 days before the year ends, with the price that follows. If you do nothing, the plan does not renew for another year: it continues as a monthly plan at the monthly price, which you can cancel at any time, effective at the end of that month. To keep the yearly price, you choose a new year yourself. LAWYER: check this design against art. 6:236 sub j BW and § 309 no. 9 BGB.
Your 14 days (EU and UK): you can withdraw within 14 days of first taking a plan, with the "Withdraw from contract here" button in your account, and a second step "Confirm withdrawal". If you asked for the plan to start right away, you pay only for the days you used it, and get back the rest. We confirm by email, with the date and time.
United States: you can cancel online as easily as you signed up. For a yearly plan we remind you 30 days before the year ends.
Japan: the length, the price, the renewal and how to cancel are shown on the final confirmation screen before you pay.

4. How to ask

Use the Refund, Cancel plan or Withdraw buttons in your account. If something does not work, write to [support@trykohai.com] with the email of your KohAI account and the date of the purchase. We answer within [5 working days].

You can also use this model form, which EU law provides:

To [LEGAL NAME], [ADDRESS], [support@trykohai.com]:
I hereby give notice that I withdraw from my contract for the following: [what you bought], ordered on [date].
Name: [your name]. Email of my KohAI account: [email]. Date: [date].

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