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REFUND & CANCELLATION POLICY

Effective Date: February 15, 2026
Last Updated: February 15, 2026

1. Overview & Applicability

This Refund & Cancellation Policy governs all refund requests, subscription cancellations, and billing matters related to services provided through the HeiBuddy platform.

This Policy applies to:

  • HeiBuddy subscription plans (monthly and annual)
  • In-app purchases and premium add-on services
  • Platform facilitation fees charged by HeiBuddyAI

This Policy does not apply to:

  • Services purchased directly from third-party Partners
  • Apple App Store or Google Play purchases governed by store policies

This Policy is drafted in compliance with:

  • Consumer Protection Act, 2019 (India)
  • Consumer Protection (E-Commerce) Rules, 2020
  • RBI customer protection guidelines
  • FTC refund policy guidelines (United States)
  • California Automatic Renewal Law

2. Subscription Plans & Billing

2.1 Billing Cycle

Subscriptions are billed in advance on a recurring monthly or annual basis, depending on the selected plan.

2.2 Auto-Renewal

  • Subscriptions automatically renew unless cancelled at least 24 hours before renewal.
  • Renewal reminders are sent before billing.
  • Users can cancel auto-renewal through account settings.

2.3 Free Trials

  • Trial terms are disclosed before enrollment.
  • Users are notified before trial conversion to paid plans.
  • Cancelling during the trial prevents billing.

2.4 Price Changes

  • Price changes take effect only in the next billing cycle.
  • Users receive at least 30 days' notice before changes.

2.5 Payment Methods

Supported payment methods include:

  • India: UPI, net banking, debit/credit cards, wallets
  • US: Cards, Apple Pay, Google Pay

All payments are processed through PCI-DSS compliant payment providers.

2.6 Failed Payments

  • Failed charges may be retried up to 3 times.
  • Premium access may be suspended for unresolved payment failures.

3. Cancellation Policy

3.1 How to Cancel

You may cancel through:

  • Settings > Subscription & Billing > Cancel Subscription
  • Email: support@heibuddyai.com
  • Apple App Store or Google Play subscription settings

3.2 Effective Date of Cancellation

Cancellation takes effect at the end of the current paid billing cycle. Access continues until the cycle expires.

3.3 No Partial Refunds

Partial or prorated refunds are generally not provided except where required by applicable law.

3.4 Data After Cancellation

  • Accounts may be downgraded to a free tier.
  • Data is retained for 90 days after cancellation.
  • Users may request immediate deletion.

3.5 Reactivation

Users may reactivate subscriptions within the retention period and restore previous account data.

4. Refund Policy

4.1 Cooling-Off Period

  • Users may request a full refund within 7 days of initial purchase.
  • Refund eligibility depends on limited premium feature usage.

4.2 Billing Errors & Unauthorized Charges

  • Duplicate or incorrect charges are fully refundable.
  • Unauthorized transactions are refunded after verification.

4.3 Service Unavailability

  • Material outages exceeding 72 consecutive hours may qualify for refunds or service credits.
  • Planned maintenance and force majeure events are excluded.

4.4 Auto-Renewal Refunds

  • Users may request refunds within 48 hours of an unused renewal charge.

4.5 Non-Refundable Items

  • Fully delivered digital goods or services
  • Expired cooling-off periods
  • Promotional or discounted subscriptions
  • Platform fees after service initiation

5. How to Request a Refund

To request a refund:

  1. Email support@heibuddyai.com or use in-app support.
  2. Include transaction ID, billing amount, and reason for request.
  3. Refund requests are acknowledged within 2 business days.
  4. Approved refunds are processed within 5–10 business days.

Refunds are credited back to the original payment method.

6. Chargebacks & Payment Disputes

  • Users are encouraged to contact support before filing chargebacks.
  • Fraudulent or unjustified chargebacks may result in account suspension.
  • HeiBuddyAI may investigate and dispute invalid chargebacks.

7. Service Credits

  • Service credits may be offered instead of refunds.
  • Credits are non-transferable and expire after 12 months.
  • Credits cannot be redeemed for cash.

8. App Store & Play Store Purchases

  • Apple purchases follow Apple's refund policies.
  • Google Play purchases follow Google's refund policies.
  • Deleting the app does not cancel subscriptions.

9. Partner & Third-Party Service Refunds

9.1 Partner Refund Policies

Refund terms for Partner services are determined by the Partner's own policies.

9.2 HeiBuddyAI's Role

  • HeiBuddyAI facilitates communication and dispute mediation.
  • HeiBuddyAI cannot guarantee Partner-issued refunds.

9.3 Platform Fees

Platform facilitation fees are generally non-refundable once a Partner service has been initiated.

9.4 Dispute Timeframes

  • Refund requests for Partner services must be raised within 48 hours.

9.5 No-Show & Late Cancellation

  • Late cancellations and no-shows may result in non-refundable fees.

10. Modifications to This Policy

HeiBuddyAI may modify this Policy at any time. Material updates will be communicated at least 15 days in advance.

11. Contact & Grievance Redressal

General Support & Refunds: support@heibuddyai.com

Billing Inquiries: billing@heibuddyai.com

Grievance Officer (India): grievance@heibuddyai.com

Escalation (United States): support-escalation@heibuddyai.com

Users may also approach applicable consumer forums, commissions, or regulatory authorities where permitted by law.

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