Refund Policy
Overview
At ESAI, we stand behind the quality, integrity, and usability of our products. Our goal is to provide tools that meaningfully support students through reflection, storytelling, and application preparation. While we strive to deliver an excellent experience, we understand that issues may occasionally arise. This Refund Policy explains when refunds may be issued and how requests are handled.
Technology Malfunction or Errors
If you experience a technical malfunction or system error that prevents you from accessing or using an ESAI product as intended, we want to make it right.
- Issues must be reported within thirty (30) days of purchase
- You must contact our support team with a clear description of the issue and, when possible, supporting screenshots or error messages
- Our team will first attempt to resolve the issue
If we are unable to resolve the problem within a reasonable timeframe, we will issue a full refund to the original payment method.
Usage-Based Limitations on Refunds
Because ESAI products rely on computational resources, including AI processing and real-time voice infrastructure, refunds may be limited once meaningful usage has occurred.
- For Brandi, our AI voice agent, refunds are not available after the first completed voice session or after twenty (20) minutes of cumulative voice interaction, whichever occurs first. This is due to the immediate server, processing, and voice infrastructure costs incurred during use.
- For text-based ESAI tools, refunds are generally not available after twenty (20) messages, submissions, or equivalent interactions, as server resources have already been consumed.
Refund eligibility within these usage thresholds remains subject to the other terms outlined in this policy, including technical malfunction review and compliance with our Terms of Service.
Outcome Disclaimer
Please note that use or purchase of ESAI tools does not guarantee any specific outcome in college admissions, internship placements, or employment opportunities. ESAI provides guidance, resources, and structured support to help users clarify their experiences, articulate their stories, and prepare application materials, but final decisions are made by institutions, employers, and selection committees based on factors beyond our control. As a result, refunds cannot be issued based on admissions decisions, internship outcomes, or job placement results.
Non-Refundable Situations
Refunds will generally not be issued in the following circumstances:
- A change of mind after meaningful use of a product
- Failure to achieve a desired admissions or placement outcome
- Violation of ESAI’s Terms and Conditions
- Misuse of the platform or attempts to exploit the refund policy
We reserve the right to deny refund requests that are abusive, fraudulent, or inconsistent with the intended use of ESAI products.
Requesting a Refund
We recognize that unique situations may arise. Requests that fall outside the scenarios outlined above may be reviewed on a case-by-case basis at ESAI’s sole discretion. Submission of a refund request does not guarantee approval.
To request a refund, please contact our support team and include:
- The email used for your account
- A detailed explanation of the issue or reason for your request
- Any relevant screenshots or error messages, if applicable
Approved refunds will be processed to the original payment method used for purchase. Processing times may vary depending on your payment provider.
Changes to the Refund Policy
ESAI may update this Refund Policy from time to time. Any changes will be posted on this page and will apply to future purchases. We encourage you to review this policy periodically.
Contact Us
If you have any questions or concerns about this refund policy, please contact us at support@esai.ai. We value your feedback and will do our best to address any issues you have with our services.