A problem with a payment, an account or your data
Questions about the conversation itself are handled in the platform concerned. This page covers what falls to the company: what was charged, what is kept, and what we do when something has gone wrong.
Where to ask
A question about a model's answer, about a quota or about a feature of the interface is handled from the application, where your account context is available. Writing here only adds a step.
A question about a charge, about your data, about a suspension or about an incident is handled here. These are subjects that engage the company, not the platform, and they reach a person.
Payment
I paid, but my subscription is not active.
In almost every case, the operator's confirmation arrived late and the subscription activates by itself within a few minutes. First check that the confirmation message from your operator carries the amount you expected.
If nothing has changed after thirty minutes, write to us with the transaction reference shown in your operator's message. That is the only information we need to find the payment. Never send your PIN, which no one here will ever ask you for.
I was charged twice.
Send us the two transaction references. The second charge is refunded in full, with no time limit and with nothing for you to justify.
The refund goes back by the same channel as the payment, so to the mobile wallet or the card it came from. The delay depends on the operator and not on us; we give you the date it was issued so that you can follow it on your side.
The amount charged is not the one I expected.
The price is 4 US dollars, converted into your currency at the day's rate then rounded. The rounding can go a few cents either way, and the rate moves from one month to the next: two successive charges are not necessarily identical.
If the gap is more than a few cents, it probably comes from a fee applied by your bank or your operator on its own statement. We do not see it and we cannot cancel it. Write to us anyway: we check on our side what was actually collected.
My request failed. Did it count against me?
No. When the model does not answer or the request does not go through technically, the quota is not counted and the balance is not touched. This is not a goodwill gesture, it is a rule written into the terms of service.
An answer you judge bad, on the other hand, is still an answer and it is counted: it consumed compute that we paid for.
Account and data
How do I cancel my subscription?
From your account, in one action, with no reason to give and without having to write to us. Access runs to the end of the month already paid for, then stops. Nothing is taken afterwards.
If a charge occurs after a cancellation, it is refunded in full.
How do I delete my account and my conversations?
Deletion is requested from the account. It erases the conversation history and the account data. The accounting records tied to your payments are kept separately, because the law requires it, and they contain none of the content of your exchanges.
You can also ask for a copy of your data before you leave. The detail of the retention periods is in the privacy policy.
Are my conversations used to train models?
No, and we are in no position to do it since we train no model. With every call we also pass the parameter that forbids our inference providers to keep the data or to use it for training.
The list of companies involved says, for each one, exactly what it sees.
My account has been suspended.
You should have received a message saying what is held against you. If not, write to us: a suspension without explanation is a mistake on our part.
A decision is contested in writing and it is re-examined by a person, not by a system. The possible grounds are listed in the usage policy. If the suspension was unjustified, the period concerned is refunded and the account restored.
Writing to us
We answer in French, English, Swahili and Malagasy. State the country and, for a payment, the transaction reference: that is what saves a round trip.
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Payment, account, data
Charges, refunds, cancellation, access to and deletion of your data, contesting a suspension.
Answer within 3 business days
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Security
Security flaw, compromised account, suspicious message presenting itself as coming from us. The rules are on the Responsible disclosure page.
Acknowledgement within 3 business days
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Press
Journalists' requests. The brand kit is free to download on the Press page.
Answer within 48 hours
What we will never ask you for
No message coming from us will ask you for your mobile money PIN, your sign-in code, or your full card number. No one here needs them, and no one here will ever need them.
We will not call you to ask you to approve a transaction on your phone. If someone does that claiming to come from us, it is a fraud: hang up and report it to the security address above.
Our messages come from an @sainillar.com address and our links point to sainillar.com, lazao.com or lazao.ai. Anything else is not us.
If the service is interrupted, the real-time status is published on the Service status page before support can answer individually.