🏃 Steppe RUN

Refund Policy

Effective date: 1 May 2026

This Refund Policy applies to purchases of virtual coins (“Coins”) made on Steppe RUN (the “Service”). It is issued in accordance with the Law of the Republic of Kazakhstan “On Protection of Consumer Rights” No. 274-IV dated 4 May 2010.

1. Nature of Coins

Coins are a non-monetary in-service currency used to unlock paid features such as AI Coach analyses. Coins have no real-world cash value, are non-transferable between accounts, and cannot be exchanged for cash or any other consideration except as expressly stated in this Policy.

2. Eligibility for Refund

You may request a refund of a Coin purchase in the following cases:

  • Cooling-off period. Within fourteen (14) calendar days of purchase, provided that none of the purchased Coins have been spent. Once any portion of a Coin pack has been consumed within the Service, the pack is considered “used” and is no longer refundable, as the digital good has been delivered and consumed.
  • Technical fault. Coins were debited from your account but the paid feature failed to deliver due to a defect attributable to us (e.g. AI Coach analysis permanently failed to produce results). In such cases we will, at our discretion, either re-credit the spent Coins or refund their monetary value.
  • Duplicate charge. You were charged more than once for the same purchase due to a payment processor error.
  • Unauthorised charge. The purchase was made without your authorisation, subject to investigation.

3. Non-Refundable Cases

Refunds are not available in the following cases:

  • Coins that have been fully or partially consumed within the Service;
  • change of mind after consumption of the digital service;
  • dissatisfaction with AI Coach output where the analysis was technically delivered;
  • account termination due to breach of our Terms of Service;
  • requests made more than 14 days after purchase, except where mandatory law provides otherwise.

4. How to Request a Refund

Send an email to support@stepperun.kz from the email address associated with your account, including:

  • your account email and approximate date of purchase;
  • the payment receipt or transaction identifier;
  • a brief explanation of the reason for the refund request.

5. Processing Time

We aim to respond to refund requests within seven (7) business days. Approved refunds are returned to the original payment method. Settlement may take an additional 5–14 business days depending on your bank or card issuer. Refunds are issued in Kazakhstani Tenge (KZT, ₸) at the original transaction amount; any currency conversion or bank commissions on your side are not within our control.

6. Chargebacks

Before initiating a chargeback with your bank or card issuer, we kindly ask that you contact us first so we can resolve the matter directly. Filing a chargeback without first contacting us may delay resolution and may result in suspension of your account pending investigation.

7. Consumer Rights

This Policy does not limit any mandatory rights granted to you as a consumer under the legislation of the Republic of Kazakhstan. In case of any conflict between this Policy and mandatory consumer protection law, the latter prevails.

8. Contact

Refund requests and questions: support@stepperun.kz.