1. Summary

This Refund Policy explains how refunds, credits, cancellations, and billing adjustments work for Hugin subscriptions, add-ons, prepaid context-ops packs, usage, and custom services. It applies to current and future Hugin plans, billing features, add-ons, and usage products unless a checkout page, order form, or separate written agreement says otherwise. It forms part of our Terms of Service.

Unless this policy, an order form, a checkout page, or applicable law says otherwise, fees are non-refundable once charged. We may provide refunds or credits at our discretion where appropriate, including for duplicate charges, billing errors, certain early cancellations, or service disruptions. Nothing in this policy limits non-waivable consumer rights (see Section 13).

2. Merchant of Record

Hugin sells through Polar as its Merchant of Record and authorized reseller. Polar is the seller of record, processes payments, and handles applicable taxes. Approved refunds are generally issued through Polar back to the original payment method. Refund timing depends on Polar, its payment processor, your bank, and your card network. Taxes are refunded in line with the Merchant of Record's processes and applicable law.

3. Subscriptions

Hugin offers monthly and annual subscription plans (such as Starter and Team) and custom plans. Subscriptions renew automatically until canceled.

Unless otherwise stated:

monthly and annual fees are billed in advance;
cancellation stops future renewal but does not, by itself, refund the current period;
if you cancel at period end, access continues until the end of the paid period;
immediate cancellation or revocation may end access sooner.

4. Free Trials

If a plan offers a free trial, your payment method may be collected at signup but is not charged during the trial. If you do not cancel before the trial ends, the subscription converts to paid automatically at the then-current price. You will not be charged if you cancel before the trial ends. Charges that occur after a trial converts are governed by this policy.

5. 14-Day Early-Cancellation Credit

If you cancel a new subscription within 14 days of its initial start date, you may request a prorated refund or account credit for the unused portion of the current billing period. This is subject to review, our Merchant of Record's capabilities, deduction of usage already consumed (including context ops and overages) and any applicable discounts or fees, applicable law, and abuse prevention. This 14-day window applies to the first subscription term for an account and not to renewals, unless required by law or stated otherwise at checkout.

6. Annual Plans

Annual plans may be offered at a discount and billed annually in advance. Outside the 14-day window in Section 5, annual payments are non-refundable unless required by law or stated in an order form. If a refund is approved for an annual plan, it may be prorated, reduced by discounts and usage, or issued as account credit at our discretion.

7. Add-Ons and Prepaid Context-Ops Packs

Hugin offers add-ons (such as extra source connections or extra workspaces) and prepaid context-ops packs.

Unless otherwise stated:

recurring add-on charges are non-refundable once the billing period has started, and continue until canceled;
prepaid context-ops packs do not expire on a schedule — they remain available on your account and are drawn down only as you consume context ops;
prepaid context-ops packs are not cash equivalents and cannot be exchanged for cash;
prepaid context-ops packs are non-refundable once purchased, whether or not consumed, except for duplicate or erroneous charges or where required by law.

8. Overage and Metered Usage

Overage, usage-based, and metered charges are based on usage recorded by Hugin's metering systems (the billing ledger and context-ops metering). Usage already incurred is generally non-refundable, even if you later disable a source, remove data, revoke a consumer, or cancel. If you believe usage was recorded incorrectly, contact fixeonai@gmail.com within 30 days of the invoice date and we will review the metering records.

9. Custom, Enterprise, and Professional Services

Custom plans, custom integrations, managed/dedicated deployment, dedicated support, security/governance support, and professional services are governed by the applicable order form, Statement of Work, or written agreement. Unless the order says otherwise, these fees are non-refundable once work begins or access is provisioned. See the Statement of Work template for cancellation and fee details.

10. What Is Generally Not Refundable

Refunds are generally not available for:

unused time after cancellation, except under Section 5 or where required by law;
consumed, allocated, or already-incurred context ops, overage, or metered usage;
prepaid packs, source, workspace, or add-on fees already used in the period;
custom or professional services once work has started;
failure to use the product after purchasing;
dissatisfaction caused by customer configuration, connected-source limitations, third-party provider outages, AI model behavior, or unsupported use cases;
accounts suspended or terminated for violating the Terms of Service or Acceptable Use Policy.

11. How to Request a Refund or Cancellation

Cancel through in-product billing settings where available, or contact fixeonai@gmail.com with enough information to identify the workspace, billing account, subscription, and your authority to request the change. We may verify the request before acting on it.

12. Chargebacks

Before initiating a chargeback, please contact fixeonai@gmail.com so we can investigate and resolve the issue. If you initiate a chargeback, we may suspend the affected account or workspace while the dispute is pending. Fraudulent or abusive chargebacks may result in termination, and we may recover associated costs where permitted by law.

13. Abuse Prevention and Legal Rights

We may deny refunds or credits, or decline repeated requests, that we reasonably believe are abusive, fraudulent, inconsistent with this policy, or connected to a Terms violation. We may deduct consumed usage, overages, discounts, taxes, provider fees, or unpaid balances from any approved refund where permitted by law.

Nothing in this policy limits mandatory refund, cancellation, cooling-off, or other consumer rights that cannot be waived under the law of your country of residence. If such rights apply to you, they prevail over any conflicting term above.

14. Contact

For billing questions, cancellations, or refund requests:

Fixeon AI Labs

No.2 Haile Selassie Street, Asokoro, Abuja, Nigeria

fixeonai@gmail.com