Refund Policy

Who this policy covers

Nepenthe Play is developed and operated by NEPENTHE DAYDREAM LLC. This policy covers Credits purchases used across HowWorks and Nepenthe Play. Purchases currently take place through HowWorks, with Creem as Merchant of Record. Both brands use the same Credits balance.

Eligible unused purchases

You may request a full refund within 7 days (168 hours) after successful payment if the purchase has not supported any settled paid usage after payment and its Credits can be removed while preserving existing reserved usage. Eligibility is based on when we receive your request, not when review finishes.

We review the account's payment and usage records rather than assigning spending to individual credit packs. Pending paid actions may need to finish or release their reservation before review can be completed. Earlier usage does not by itself make a new purchase ineligible.

Ordinary voluntary refunds are for the whole order, not a percentage of the remaining balance. Requests outside this window or after qualifying paid usage are not ordinarily eligible. This does not limit statutory rights, duplicate-charge corrections, non-delivery remedies or refunds required by Creem or a payment network.

How to request a refund

For a HowWorks purchase, email support@howworks.ai with your account email, Order ID shown in Billing, purchase date and a brief description. Do not send card or bank details. We aim to respond within three business days.

For Nepenthe Play questions, you can also contact office@nepentheplay.com. The same company handles your request; you do not need to buy separate Credits for each brand.

What happens next

If approved, the refund is returned through Creem to the original payment method. Corresponding Credits are removed when the refund is confirmed. New purchases or paid actions may be temporarily paused during reconciliation. Bank posting times vary; provider confirmation and your payment method determine when funds appear.

Creem or your bank may process refunds or disputes under their rules or applicable law. We reconcile those outcomes with your Credits account; our ordinary seven-day rule does not override mandatory rights.

Digital delivery

Credits are digital: there is no physical shipping. They are added after successful payment has been verified; confirmation may take a short time. Check Billing or contact support if a purchase is missing.