Version date: 26 October 2026
How to reach us, and how to settle the most common questions about the subscription, refunds and your account yourself. The binding rules are in the Terms & Conditions, the Privacy Policy and the Refund Policy (section 7).
1.1. AI STEP is provided by individual entrepreneur (FOP) Riasna Sofiia Volodymyrivna, taxpayer ID (RNOKPP) 3872001402, 08205, Ukraine, Kyiv region, Bucha district, Irpin, Kobylianskoi Olhy St., building 1v/9, apartment 16.
1.2. E-mail: support@aistep.app — the main channel for any question: payment, refund, access, personal data, complaints. Phone: +380 75 245 00 87.
1.3. We reply to questions about payments, refunds and access within 3 business days, to claims — within 14 calendar days, and to personal data requests — within 30 days (for users in the EEA and the UK — within one month). We accept messages in Ukrainian and English, and we also answer in Russian.
1.4. The same e-mail is our single point of contact for users and for authorities, including for the purposes of the EU Digital Services Act where it applies to us.
2.1. Bought on the website: Profile → "Subscription" → "Cancel subscription" — at any time, yourself, with no calls or e-mails. Access remains until the end of the paid period, and no further charges are made. If you paid through Paddle (customers outside Ukraine), you can also cancel through the link in the receipt e-mail from Paddle (its customer portal) or by writing to support@aistep.app — we cancel it for you.
2.2. Bought in the app on iPhone or iPad (App Store): Settings → your name → Subscriptions → AI STEP → cancel. From the app: Profile → "Subscription" → "Manage subscription in the store".
2.3. Bought in the app on Android (Google Play): Google Play → your profile → Payments & subscriptions → Subscriptions → AI STEP → cancel. From the app: Profile → "Subscription" → "Manage subscription in the store".
2.4. Deleting the app or your AI STEP account does not cancel a subscription bought in the App Store or Google Play — cancel it in the store, at least 24 hours before the end of the current period.
3.1. Payment on the website: customers in Ukraine (payment through WayForPay) — within 14 days of the payment we refund on request, without asking for reasons, if you have not consumed a substantial part of the content; write to support@aistep.app from the e-mail of your account and give the date and amount of the payment. Customers outside Ukraine (payment through Paddle) — any payment is refunded within 14 days of it, with no conditions: ask through the link in the receipt from Paddle, in Paddle's customer portal or by e-mail to support@aistep.app, and we pass the request to Paddle; the money is returned by Paddle to the same payment method.
3.2. App Store: only Apple can refund such a purchase — request it at reportaproblem.apple.com.
3.3. Google Play: within 48 hours of the purchase — directly in Google Play; later — write to us and include the order number from the Google Play receipt (it starts with "GPA.").
3.4. Credit packs ✦ and one-off purchases on the website: if you withdraw from a credit pack within 14 days of buying it, we refund the value of the unused credits (credits already used are not refunded); courses and certificates — as provided by law and the Refund Policy (section 15). Write to support@aistep.app from the e-mail of your account and give the date and amount of the purchase. A purchase in the App Store or Google Play is refunded by the store (clauses 3.2–3.3); a purchase through Paddle is refunded by Paddle within 14 days, with no conditions (clause 3.1).
4.1. Paid access is tied to your AI STEP account: it works on the website and in the apps when you sign in to the same account.
4.2. New phone or reinstalled app? Sign in to your account and tap "Restore purchases" on the payment screen or in the "Account" section.
4.3. The store charged you, but access did not open? First tap "Restore purchases"; if that does not help, write to us with the purchase date and the order number from the store receipt — we will restore access or help you get a refund from the store.
5.1. Delete your account: in the app — Profile → "Delete account", and without an active subscription — "Account" → "Delete account"; without the app — on the page aistep.app/delete-account or by e-mail from the address of your account. Purchased credits ✦, courses and certificates disappear with the account: if you want the value of unused credits refunded (within 14 days of purchase), write to us before deleting.
5.2. Your data: access, a copy, correction, restriction, objection, withdrawal of consent — write to support@aistep.app. What we collect and why is described in the Privacy Policy.
5.3. Notifications: Profile → "Notifications", or the settings of your device or browser. The app works fully without them.
6.1. If an AI answer seems wrong, harmful or inappropriate, tap "Report" under the answer (or press and hold the answer): the complaint reaches us together with the question and the answer.
6.2. Found a vulnerability? Please report it privately to support@aistep.app, without publishing it and without using it to access other people's data.