Refund Policy

Subscription fees are generally non-refundable after service has been delivered for the relevant billing period. This is because AI inference, model provider fees, and infrastructure costs are incurred immediately when your plan credits are made available.

If you believe you were charged in error, contact support within 14 days of the charge and we will review your case in good faith.

One-time credit packs (5,000 / 25,000 / 100,000 credits) are sold as digital goods and are non-refundable once any portion of the pack has been consumed.

Unused credit packs may be reviewed on a case-by-case basis within 14 days of purchase. Approved refunds will result in the corresponding credits being removed from your account.

Duplicate or accidental charges are always refunded. Contact billing@hexorium.io with the charge date and the last four digits of the card used; we will issue a refund through Stripe within 5–10 business days.

When an AI generation fails due to a platform error (rather than user-side issues such as invalid prompts, cancelled requests, or unsupported inputs), we restore the consumed credits to your account automatically. If automatic restoration did not occur, contact support with the request ID and we will restore the credits manually.

We ask that you contact us before opening a chargeback with your card issuer so that we can resolve the issue directly. Chargebacks opened without contacting us first may result in the temporary suspension of your account while we investigate.

For billing inquiries, email billing@hexorium.io.

You may cancel your subscription at any time from your billing portal. Cancellation takes effect at the end of the current billing period, and you retain access to paid features and remaining plan credits until then. You will not be charged again unless you reactivate your subscription.

Annual plans cancelled mid-term remain active until the end of the prepaid period; we do not pro-rate refunds for partial unused months on annual plans except where required by law.

Where local consumer protection law (for example, the EU 14-day right of withdrawal for digital services) requires us to grant a refund, we will comply with that law, provided you have not yet consumed the digital content or service. If you consume credits or actively use the platform after purchase, the right of withdrawal may lapse.

We may also refund, at our discretion, when there has been a prolonged platform outage that materially prevented you from using your subscription.

To request a refund or credit restoration:

1. Email billing@hexorium.io from the email address on your account.
2. Include the transaction date, amount, last four digits of the payment method, and a short description of the issue.
3. Our team will respond within 2 business days.

See our Terms of Service for the broader contractual context and Privacy Policy for how we handle your data.