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Refund Policy

Last updated: February 2026

1. Overview

At Node Nest Digital Limited, we want you to be satisfied with your CreativeNode experience. However, tokens are digital goods that are consumed upon use, which limits our ability to offer refunds in all circumstances.

This policy outlines the conditions under which refunds may be issued for token purchases made on CreativeNode.

2. Full Refund — Eligible

You are eligible for a full refund of your token purchase if both of the following conditions are met:

1
Zero tokens used

You have not used any tokens from the purchased pack. No generations or captions have been created using tokens from this purchase.

2
Within 7 days

Your refund request is submitted within 7 calendar days of the original purchase date.

If both conditions are met, we will issue a full refund to the original payment method used for the purchase.

3. No Refund

Refunds cannot be issued in the following cases:

  • Any tokens have been used — If even one generation (5 tokens) or one caption (1 token) has been created using tokens from the purchased pack, the purchase is no longer eligible for a refund.
  • Request after 7 days — Refund requests submitted more than 7 calendar days after the purchase date will not be processed.
  • Account violations — If your account has been suspended or terminated due to violations of our Terms of Use, no refund will be issued.

4. Free Tokens

The 10 free starter tokens provided upon account creation are complimentary and non-refundable. These tokens are provided at no cost to help you try the service, and no monetary value is attached to them.

5. How to Request a Refund

To request a refund, please follow these steps:

  1. Send an email to support@creativenode.app with the subject line “Refund Request”
  2. Include the following information:
    • Your account email address
    • Date of purchase
    • Token pack purchased (e.g., Starter, Creator, or Business)
    • Payment method used (M-Pesa or Card)
    • M-Pesa transaction code or Paystack reference (if available)
    • Reason for the refund request
  3. Our support team will review your request and respond within 48 hours

6. Processing Time

Once a refund is approved, processing times vary by payment method:

Payment MethodProcessing Time
M-Pesa5–7 business days
Card (Paystack)10–14 business days

Please note that the actual time for the refund to appear in your account may vary depending on your bank or mobile money provider. Refunds are processed to the original payment method used for the purchase.

7. Disputes

If you have a dispute regarding a purchase or refund decision, please contact our support team first. We are committed to resolving issues fairly and promptly.

  • Response time: We aim to acknowledge disputes within 24 hours and resolve them within 48 hours
  • Escalation: If you are not satisfied with the initial resolution, you may request a review by our management team
  • External resolution: For unresolved disputes, you may seek resolution through the appropriate consumer protection authorities in Kenya

8. Contact Us

For refund requests or questions about this policy, please reach out to us:

You can also submit a refund request through our Support page by creating a ticket under the Billing category.