Help

Support

Last updated: 26 October 2026

We're here to help with the Hazinova app and hazinova.app.

Email: [email protected] We aim to reply within 2 working days (East Africa Time). Please write from the email address you sign in with, and tell us your phone model and what you were doing when the problem happened.

Company: Tamalaki Business Network Ltd, Upland House, Eastern Bypass, Nairobi, Kenya

Child safety or urgent abuse reports: email [email protected] with the subject "Child safety", or use ••• → Report in the app. We review these first, within 24 hours. See our Child Safety Standards. If a child is in immediate danger, call the police (999 or 112 in Kenya) or Child Helpline Kenya on 116.

Story credits

What are story credits? Credits are Hazinova's in-app currency. Listeners use them to unlock paid chapters. Storytellers use them to publish more than the 5 free stories included on each story page (1 credit per extra story).

How do I buy credits? In the app, open your Wallet and tap Buy credits. Payment goes through the App Store on iPhone and iPad, or Google Play on Android. Credits aren't sold on the website.

Is the yearly pack a subscription? No. Every pack, including the 100-credit yearly pack, is a one-time purchase. Nothing renews and credits never expire.

I paid but my credits didn't arrive. Payments can take a minute to confirm. Open your Wallet or Purchases and tap Check pending purchases. If they still haven't arrived, email us with the date, the pack and the order ID from your Apple or Google receipt.

Can I use my credits on another phone? Yes. Credits belong to your Hazinova account, not your phone. Sign in with the same email on any iPhone or Android phone.

Can credits be exchanged for money or given to someone else? No. Credits have no cash value and can't be transferred to another account.

Refunds

How do I ask for a refund? Purchases are made through Apple or Google, so they handle refunds under their own rules: - iPhone / iPad: go to reportaproblem.apple.com, sign in with your Apple Account and choose the Hazinova purchase. - Android: open Google Play → your profile icon → Payments & subscriptions → Budget & history, choose the Hazinova purchase and request a refund, or use Google Play's refund page.

Otherwise, credit purchases are non-refundable, except where the law requires.

What happens to my balance after a refund? We remove the refunded credits. If you've already spent them, your balance can go below zero, and you can't spend credits until you top up. Chapters you already unlocked stay unlocked.

I published a story with a credit by mistake. If you delete that story within 24 hours, the credit comes back to your wallet automatically.

Storytellers

How much do I earn from paid chapters? Each credit a listener spends on your chapter is valued at US$0.20. Hazinova keeps 35% of that value, and the app store fee (currently 15%) comes out of your 65% share, so you receive 50% (US$0.10 per credit). See section 7 of our Terms.

How do I get paid? Set up your payout account in the app. Earnings are paid to that account via our payment partner. You're responsible for any taxes on what you receive.

Your account and data

How do I delete my account? In the app: Profile → Settings → Privacy → Delete account. It takes effect immediately. Without the app, follow the steps at hazinova.app/delete-account, or email us from your sign-in address and we'll delete it within 30 days. Unused credits are lost when you delete your account.

How do I get a copy of my data? In Settings, tap Request a copy of my data. We prepare a file with your stories, recordings, photos and replies.

How do I report a story or a person, or block someone? Tap ••• on the story, reply or profile, then Report or Block.

How is my location used? See our Privacy Policy. In short, saved places are rounded to about 2 km, and your home village is never shown to anyone else.

Sign-in problems

Hazinova signs you in with a one-time code sent to your email. If it doesn't arrive within a few minutes, check your spam or promotions folder, make sure the address is spelled correctly, and request a new code. Still stuck? Email us.