1. Summary

This Refund Policy explains how refunds, credits, cancellations, and billing adjustments work for Hugin subscriptions, add-ons, prepaid context ops, usage, and custom services. It is intended to apply to current and future Hugin plans, billing features, add-ons, usage products, and related services unless a checkout page, order form, or separate written agreement says otherwise.

Unless this policy, an order form, 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, service disruptions, or approved cancellation credits.

2. Subscriptions

Hugin may offer monthly, annual, Team, Starter, Custom, and other subscription plans. Subscriptions generally renew automatically until canceled.

Unless otherwise stated:

monthly subscription fees are billed in advance;
annual subscription fees are billed in advance;
cancellation stops future renewal but does not automatically refund the current billing period;
access may continue until the end of the paid billing period if the subscription is canceled at period end;
immediate cancellation or revocation may end access sooner.

3. Cancellation Requests

Customers may request cancellation through the in-app billing settings, where available, or by contacting fixeonai@gmail.com. The current Hugin codebase supports Polar-backed cancellation-at-period-end requests and immediate revocation requests.

Cancellation requests must include enough information for us to identify the workspace, billing account, subscription, and requester authority.

4. Refund Eligibility

Refunds or credits may be considered for:

duplicate charges;
clear billing errors;
unauthorized charges reported promptly and verified;
service disruptions that materially prevent paid use of Hugin;
cancellation credits where a stated satisfaction guarantee or order term applies;
legally required refunds;
other cases we approve in writing.

Refunds are generally not available for:

unused time in a subscription period after cancellation, unless required by law or expressly approved;
prepaid context ops or usage packs that have been consumed, expired, or allocated;
overage usage, metered usage, or context ops already incurred;
source connection, workspace, or add-on fees already used during the billing period;
custom integrations, managed deployment, done-with-you services, done-for-you services, private deployment, security/governance support, 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 violation of the Terms of Service or Acceptable Use rules.

5. Two-Week Cancellation Credit Placeholder

The current codebase includes logic for an estimated two-week cancellation credit calculation tied to subscription cancellation workflows. The business rule should be confirmed before publication.

Refund rule: If Customer cancels within 14 days of the initial subscription start date, Customer may be eligible for a prorated refund of the unused portion of the current billing period, subject to review, provider capabilities, applicable law, and abuse prevention.

6. Annual Plans

Annual plans may be offered at a discounted monthly equivalent and billed annually. Unless otherwise stated in an order form or required by law, annual payments are non-refundable after the applicable refund window. If a refund is approved for an annual plan, it may be prorated, reduced by discounts, reduced by usage, or issued as account credit at our discretion.

7. Add-Ons and Prepaid Context Ops

Hugin may offer add-ons such as extra source connections, extra workspaces, prepaid context ops packs, and other usage bundles.

Unless otherwise stated:

add-on charges are non-refundable once active;
prepaid context ops are not cash equivalents and cannot be exchanged for cash;
consumed, allocated, expired, or partially used context ops are not refundable;
unused prepaid context ops may expire according to the terms shown at purchase or in the applicable order;
add-ons may continue until canceled or until the related subscription ends.

8. Overage and Metered Usage

Overage, usage-based, or metered charges are based on usage recorded by Hugin’s systems, including billing ledger and context ops metering. Usage already incurred is generally non-refundable, even if the Customer later disables a source, removes data, revokes a consumer, or cancels the subscription.

If Customer believes usage was recorded incorrectly, Customer must contact fixeonai@gmail.com within 30 days of the invoice date.

9. Custom, Enterprise, and Professional Services

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

10. Third-Party Provider Issues

Hugin depends on third-party services and customer-connected sources. Refunds are not automatically available for issues caused by third-party providers, customer source configuration, revoked permissions, source API changes, model provider behavior, billing provider failures, or Customer’s internal systems. We may still consider credits where a third-party issue materially prevents Hugin from providing paid core functionality.

11. How Refunds Are Processed

Approved refunds are generally processed through the original billing provider and original payment method where possible. The current codebase includes Polar refund creation support for approved refund requests. Processing time depends on the billing provider, payment method, bank, and card network.

We may issue account credits instead of cash refunds where permitted by law and appropriate for the situation.

12. Chargebacks

Before initiating a chargeback, please contact fixeonai@gmail.com so we can investigate. If Customer initiates a chargeback, we may suspend the affected account or workspace while the dispute is pending. Fraudulent or abusive chargebacks may result in termination.

13. Abuse Prevention

We may deny refunds, credits, or repeated refund requests if we believe the request is abusive, fraudulent, inconsistent with this policy, or connected to a Terms of Service violation. We may also deduct consumed usage, overages, discounts, taxes, provider fees, or unpaid balances from any approved refund where permitted by law.

14. Legal Rights

Nothing in this policy limits mandatory refund rights that cannot be waived under applicable law. If local law gives you non-waivable refund, cancellation, cooling-off, or consumer rights, those rights apply.

15. Contact

For billing questions, cancellations, or refund requests, contact:

Fixeon AI Labs

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

fixeonai@gmail.com