1. Overview
This Refund Policy explains how billing, cancellations, and refunds work for HiQBot subscriptions and how to request a refund. It should be read together with our Terms of Service.
2. Free Trial & Subscription Start
We offer a 7-day free trial for certain monthly and annual plans. During the free trial, you can use the Service without being charged, subject to any usage limits we communicate. Unless you cancel before the end of the 7-day trial period, your subscription will automatically convert to a paid monthly or annual plan and the first payment will be charged by Paddle at that time.
3. Merchant of Record (Paddle)
Paddle.com Market Limited (“Paddle”) is our Merchant of Record for subscription payments and taxes. You transact with Paddle, not directly with HiQBot, for subscription payments. Refunds, when approved, are processed by Paddle. Your purchase is also subject to Paddle's Checkout Buyer Terms.
4. Billing for Monthly & Annual Plans
All plans are billed in advance for the upcoming subscription term and renew automatically unless you cancel as described in Section 6.
- Monthly plans. Paddle will charge you on the first day of your subscription term and automatically on the same date of each subsequent month (your “Monthly Pay Date”).
- Annual plans. Paddle will charge you on the first day of your subscription term and automatically on the same date of each subsequent year (your “Annual Pay Date”).
5. Upgrades, Add-ons & Downgrades
If you upgrade your core subscription plan to a higher tier during a subscription term, Paddle will typically charge a prorated amount for the remainder of the current term immediately and then bill the full, updated amount on your next Monthly or Annual Pay Date.
If you add paid add-ons during a subscription term, those add-ons are generally billed immediately for the full add-on amount for the current term (no proration) and then renew with your existing plan on future Monthly or Annual Pay Dates.
If you downgrade your plan or remove paid features, you will not receive refunds or credits for prepaid and unused fees for the remainder of the current term. Downgrades may result in loss of features, limits, or data that depend on the higher plan.
6. Cancellations & Termination
Plan cancellation. You may cancel your subscription at any time via the billing portal or by contacting us. Cancellation takes effect at the end of your current billing period (monthly or annual). Cancelling stops future renewals but does not entitle you to a refund for any unused portion of the current billing period. Your account and data remain intact after plan cancellation.
Account deletion. You may request permanent deletion of your account and all associated data by contacting support@hiqbot.com. All data will be permanently and irreversibly deleted within 30 days. Any active subscription will be cancelled as part of this process. See our Terms of Service for full details.
7. Refund Eligibility
Subscription fees are generally non-refundable. However, refunds may be considered in limited circumstances, and consumers may have additional rights under applicable law and Paddle's own buyer terms.
In particular, refunds may be considered when:
- You were charged more than once for the same subscription period (duplicate charge).
- There is a verified technical issue on our side that prevented you from accessing or reasonably using the Service after purchase and it cannot be resolved promptly.
- A clear billing error occurred in connection with a recent plan change or add-on purchase, as confirmed by our support team.
Monthly plans. Monthly subscriptions are non-refundable once the billing cycle has begun. There are no refunds or credits for unused portions of a billing period (for example, if you cancel part-way through the month), unless required by applicable law or in cases of duplicate or erroneous charges as described above.
Annual plans. Payments for annual plans are non-refundable once billed, except where required by applicable law or in the limited cases described above (for example, duplicate charges or verified technical failures on our side that prevent use of the Service and cannot be resolved promptly).
Message credits. Message credits, including credits carried over from an earlier billing period and credits bought in a credit pack, have no cash value and are not refundable or exchangeable for cash. Unused, expired, and forfeited credits do not create a refund entitlement. How credits carry over, and the conditions under which a carried balance is forfeited, are set out in section 5 of our Terms of Service.
8. How to Request a Refund
Refund requests should be initiated through HiQBot support. Email support@hiqbot.com with your account email, organization name, and relevant billing details, and we will coordinate the review and routing of your request with Paddle.
9. Contact
If you have questions about this Refund Policy, please contact support@hiqbot.com.