Refund Policy
When HookPilot issues refunds, when we don't, and how to request one.
1. Default Rule
Subscription fees for HookPilot are paid in advance and are non-refundable except as set out in this policy or as required by law. Cancellation stops the next renewal; the current paid period continues through its end date and is not pro-rated.
2. First-Time Annual Plan — 14-Day Money-Back
If you upgrade for the first time from Free or a monthly plan to an annual Pro plan and you decide HookPilot is not for you, you can request a full refund within fourteen (14) days of the upgrade charge. This applies once per workspace. The refund window does not apply to subsequent annual renewals or to Agency / Enterprise plans.
3. Failed Feature Claims
If a paid HookPilot feature stops working as documented and HookPilot is unable to fix it within thirty (30) days of you reporting the issue to support@hookpilot.co, you can request a pro-rated refund of the affected period.
4. Duplicate or Erroneous Charges
HookPilot fully refunds duplicate charges, erroneous charges (for example, a charge after a confirmed cancellation), and charges to a card that was reported stolen and reissued, on receipt of evidence.
5. Statutory Rights
Nothing in this policy limits non-waivable consumer rights you have under the laws of your country of residence — for example, the EU Consumer Rights Directive 14-day withdrawal right where it applies, or UK consumer regulations. Where statutory rights apply, we honor them in addition to anything in this policy.
6. SLA Credits
If HookPilot misses the uptime targets in the Service Level Terms, paying customers are entitled to service credits applied to the next invoice. Credits are the exclusive remedy for missed SLA targets; we do not pay cash refunds for SLA breaches.
7. What Is Not Refundable
- Used AI Music Video render minutes, Caption Studio generations, API calls, agent-run minutes, or any other consumed metered resource.
- Purchased credits that have been debited against usage (the unused balance of a credit purchase is refundable under Sections 2, 3 or 4 where they apply).
- Promotional credits, complimentary credits, referral credits and partner-issued credits are non-cash and have no cash value — they expire per the terms shown when issued and are not refundable.
- Time on a monthly plan after the period has started.
- Annual plans after the 14-day window has closed (except as required by law or under Sections 3, 4 or 6).
- Charges related to a workspace terminated for violation of the Acceptable Use Policy.
8. Enterprise Customers
Refund terms for Enterprise customers follow the executed order form and any termination-for-cause language in the master agreement. Where the order form is silent, this policy applies.
9. How to Request a Refund
Email billing@hookpilot.co from the email on the account with the workspace ID, the invoice number, and the reason for the request. We respond within five (5) business days. Approved refunds are processed via the original payment method and typically appear within five to ten (5–10) business days, depending on the bank.
10. Chargebacks
Please contact us before filing a chargeback — most disputes are resolved faster directly. Workspaces with an active chargeback may be paused while we investigate. Repeated unfounded chargebacks are a violation of these Terms and can lead to termination.