# Refunds

> How to request a refund, what we always refund (errors and duplicates), and why an analysis or application already delivered is generally not refundable.

- Canonical: https://help.enisa.ai/en/cuenta-y-facturacion/reembolsos
- Updated: 2026-08-08
- Language: en-US
- Versión en español: https://help.enisa.ai/cuenta-y-facturacion/reembolsos.md

enisa.ai always refunds duplicate charges, billing errors and platform failures; an analysis or an application already delivered is generally not refundable. Here is the full policy, with no fine print, and how to request a refund.

There is no refund button in the application: every case is reviewed by a person. Write to us and we will get back to you.

## What we always refund

- **Duplicate charges.** If for any reason you were charged twice for the same thing, we refund the duplicate, no questions asked.
- **Billing errors.** An incorrect amount, or a charge that does not correspond to any purchase of yours, is refunded in full.
- **Failures on our side.** If you paid and the service was not delivered because of a platform problem we could not fix, we refund the amount.

## What we generally do not refund

An **analysis** (€3 + VAT) or an **application** (€100 + VAT) that has **already been delivered** is generally not refundable: the cost of the service — the AI processing and, for the application, the human review — is consumed when it is provided. The analysis not saying what you hoped (for example, flagging that you do not currently meet an ENISA requirement) is not grounds for a refund; catching that in time is, in fact, the service.

## How to request one

1. Write to **hola@enisa.ai** from your account's email address.
2. Include the charge date, the amount and, if you have it handy, the invoice number (it is in **Settings → My account → Billing → Invoices**).
3. Tell us briefly what happened.
4. We reply with the resolution. Where a refund applies, it is issued through Stripe **to the same card** you paid with; your bank usually takes a few days to reflect it.

## Common issues

### What if I paid and I can't see the analysis or application?

Before requesting a refund, reload the page and check your list: the purchase may have completed with a delay. If it still does not appear, write to us — fixing it is almost always faster than refunding it.

### What if the refund hasn't arrived?

Once issued, the timing depends on your bank. If more than 10 business days pass, write to us and we will send you the Stripe receipt.

### Can I cancel an application I just paid for?

Write to hola@enisa.ai as soon as possible. If the work has not been delivered, we assess it case by case.