Refund & Cancellation Policy

This policy explains how refunds and cancellations work for paid plans and credit packs on The Hex Labs. It applies to all subscriptions, one-time credit purchases, and add-ons processed through our payment partner Cashfree Payments.

1. Subscription cancellations

• You can cancel your subscription at any time from MySpace → Settings → Billing, or by emailing admin@thehexlabs.com.
• On cancellation your plan stays active until the end of the billing period you already paid for — you keep full access until then.
• Auto-renewal is disabled immediately. You will not be charged again.
• After the paid period ends, your account moves to the free tier. Your data, uploads and history are preserved.

2. Refunds on subscriptions

• Prorated refunds are not offered for the current billing period. Cancellation stops future renewals; it does not refund the running month/year.
• We will refund in full if:
  • You were charged in error (duplicate charge, wrong plan billed, charge after cancellation).
  • The service was materially unavailable for more than 24 continuous hours during your billing period and you did not use it.
  • You cancel within 7 days of your first ever paid subscription and have not consumed more than 25% of the plan's monthly credit allowance.

3. Refunds on credit packs

• One-time credit packs are refundable only if the credits have not been consumed.
• Once credits are used to invoke an AI feature — image generation, video, transcription, TTS, coach reply, etc. — that portion is non-refundable, because upstream providers (OpenAI, Gemini, ElevenLabs) charge us per call.
• If a specific call failed on our side (server error, corrupted output), the credits for that call are automatically refunded to your balance — no request needed.

4. How to request a refund

1. Email admin@thehexlabs.com with the subject "Refund Request".
2. Include: the email you signed up with, the Cashfree order ID (visible in your receipt), the date of the charge, and the reason.
3. We acknowledge within 2 business days and issue a decision within 5 business days.

5. Refund timelines

• Approved refunds are processed via Cashfree back to the original payment method.
• Cards / UPI / Netbanking: 5–7 business days to reflect in your account.
• Wallets: 1–3 business days.
• International cards may take up to 10 business days depending on your issuing bank.
• We do not control the final credit timing — that depends on your bank / card network.

6. Chargebacks & disputes

If you dispute a charge with your bank without contacting us first, we may pause your account until the dispute resolves. We prefer to talk it out — email us first, we're friendly.

7. Non-refundable items

• Custom / one-off professional services (if ever engaged).
• Credits already consumed by successful AI calls.
• Subscriptions active for more than 30 days with normal usage (i.e. no service unavailability event).

8. Account termination by us

If we terminate your account for a policy violation (fraud, abuse, chargeback abuse, TOS breach), refunds are not owed for the terminated period. If we terminate for reasons on our side (discontinuing the product), we will refund the unused portion of your subscription on a prorated basis.

9. Questions

Write to admin@thehexlabs.com for anything unclear about this policy. Also see our Terms of Service and Privacy Policy.