Refund Policy — RETAINIUM

1. Overview

All payments on RETAINIUM are processed securely through Stripe. Today the only thing you can buy is a Prep pack — generation credits for the Prep study tool — and this policy covers those purchases.

Refunds are handled on a case-by-case basis. We don’t guarantee a refund in any particular situation, but we review every request individually and aim to be fair — the guidelines below describe how we typically decide.

2. Prep Packs

Your first generation is free — try Prep before paying anything.
If a generation fails, the credit is automatically returned to your account. A failed generation never costs you a credit.
If you purchased a pack and haven’t used any of the credits, a request made within 14 days of purchase will typically be refunded in full.
Partially used packs are reviewed case by case — factors include how many credits were used, how recently you purchased, and whether something went wrong on our end.
Requests made well after purchase, or on packs that are mostly or fully used, are less likely to be refunded unless there was a problem with the service.

When a purchase is refunded, any remaining credits from that pack are removed from your account. Study packs you already generated stay accessible.

3. Courses & Educator Accounts

Course purchases and professor/creator accounts are not yet available. When those launch, this policy will be updated with the refund terms that apply to them.

4. How to Request a Refund

Email us at info@retainium.ca from the email address on your account. Include roughly when you made the purchase, what you bought, and a short note on why you’re requesting the refund — it helps us review your case. Requests that include thoughtful feedback on what was missing or disappointing about the product are more likely to be approved; that detail helps us improve Prep and weigh your request fairly. We aim to respond within 2 business days. Approved refunds are returned to your original payment method by Stripe, typically within 5–10 business days.

5. Chargebacks & Disputes

Please contact us before opening a dispute with your bank — we can almost always resolve issues faster directly. If a payment is disputed, the credits from that purchase are suspended while the dispute is open.