Refund Policy.
Our commitment to customer satisfaction and refund procedures

At Heyllo ("we," "us," or "our"), we strive to provide an exceptional AI agent platform. This Refund Policy outlines the circumstances under which refunds may be available and the process for requesting them.

This policy applies to all subscription plans and services offered through our platform at heyllo.co.

We offer a 7-day free trial for new users to experience our service before committing to a paid subscription. During this trial period:

• You can cancel at any time without any charges
• No refund is necessary as no payment has been processed
• You will have full access to your selected plan's features
• The trial automatically converts to a paid subscription unless cancelled

We encourage all users to fully evaluate our service during the free trial period to ensure it meets their needs.

3.1 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for first-time subscribers. You may request a full refund within 30 days of your initial subscription purchase if:

• This is your first subscription to Heyllo
• You are not satisfied with our service
• You request the refund within 30 days of your initial payment
• You have not violated our Terms of Service

3.2 Technical Issues

Refunds may be considered for technical issues that prevent you from using our service, provided that:

• The technical issue cannot be resolved by our support team
• The issue significantly impacts your ability to use the service
• The issue is reported within a reasonable timeframe
• You have worked with our support team to attempt resolution

3.3 Service Unavailability

If our service experiences extended downtime (more than 72 consecutive hours), affected users may be eligible for a prorated refund for the period of unavailability.

Refunds will not be provided in the following circumstances:

• Renewal Payments: Automatic subscription renewals after the initial 30-day period
• Partial Usage: Subscriptions where the service has been actively used for the majority of the billing period
• Change of Mind: Simple change of mind after the 30-day guarantee period
• Terms Violations: Accounts terminated for violating our Terms of Service or Acceptable Use Policy
• Content Issues: Dissatisfaction with AI-generated agent responses (response quality can vary and is inherent to AI technology)
• User Error: Inability to use the service due to user error or lack of technical knowledge
• Third-Party Issues: Problems caused by third-party services, payment processors, or internet connectivity
• Duplicate Subscriptions: Multiple subscriptions purchased by the same user (we can help consolidate accounts instead)

5.1 How to Request a Refund

To request a refund, please follow these steps:

• Contact our support team at [email protected]
• Include your account email address and subscription details
• Provide a brief explanation for your refund request
• Include any relevant documentation or screenshots if applicable

5.2 Processing Time

Refund requests are typically processed within 5-7 business days. Once approved:

• Refunds are processed back to the original payment method
• Credit card refunds may take 3-10 business days to appear on your statement
• PayPal refunds are typically processed within 1-3 business days
• Bank transfer refunds may take 5-10 business days

5.3 Account Access

Upon approval of a refund:

• Your subscription will be immediately cancelled
• Access to premium features will be revoked
• You may retain access to free features if available
• Your account data will be preserved according to our data retention policy

It's important to understand the difference between cancellation and refund:

6.1 Cancellation

• Stops future billing cycles
• You retain access until the end of your current billing period
• No refund for the current billing period
• Can be done at any time through your account settings

6.2 Refund

• Returns money for the current billing period
• Immediately terminates service access
• Subject to eligibility criteria and approval
• Requires contacting customer support

If you disagree with a refund decision, you may:

• Request a review by escalating your case to our management team
• Provide additional information or documentation to support your request
• Seek resolution through your payment processor's dispute process
• Contact relevant consumer protection agencies if applicable

We are committed to fair and reasonable resolution of all refund disputes and will work with you to find a satisfactory solution whenever possible.

In certain circumstances, we may offer prorated refunds:

• Downgrade Requests: When downgrading to a lower-tier plan mid-billing cycle
• Service Issues: For periods when the service was unavailable due to technical problems
• Billing Errors: When incorrect charges have been applied to your account
• Special Circumstances: At our discretion for unique situations

Payments and refunds are processed through Paystack, our payment processor. Refunds are subject to:

• Paystack's refund processing capabilities and timelines
• Your payment method's refund policies and procedures
• International banking regulations and currency conversion fees
• Anti-fraud measures that may require additional verification

For questions about a refund, contact us at [email protected]. We issue approved refunds through Paystack to your original payment method.

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify users of material changes through:

• Email notification to registered users
• In-app notifications
• Website banner announcements
• Updates to this page with revised effective dates

Continued use of our service after policy changes constitutes acceptance of the revised terms.

For refund requests, questions about this policy, or customer support:

Customer Support: [email protected]

Billing Questions: [email protected]

Refund Requests: [email protected]

Response Time: Within 24 hours during business days

Website: https://heyllo.co