1. Overview
At Hintway, we strive to provide exceptional service. This Refund Policy outlines the circumstances under which refunds may be issued for our analytics platform services.
2. Free Tier
Our free tier (SOLO plan) does not involve any payment and therefore refunds do not apply. You may cancel your free account at any time without any charges.
3. Paid Subscriptions
3.1 General Policy
All subscription fees are generally non-refundable. However, we may issue refunds in the following circumstances:
- Billing Errors: If you were charged incorrectly due to a technical or administrative error
- Duplicate Charges: If you were charged multiple times for the same subscription period
3.2 Monthly Subscriptions
For monthly subscriptions:
- Refund requests must be submitted within 14 days of the charge
- Refunds are prorated based on unused service time
- You must not have exceeded 50% of your plan's monthly event quota
- Only one refund per customer per 12-month period is permitted
3.3 Annual Subscriptions
For annual subscriptions:
- Refund requests must be submitted within 30 days of the initial charge
- Refunds are prorated based on unused months
- You must not have exceeded 25% of your annual event quota
- A processing fee of 10% may apply to cover administrative costs
4. Non-Refundable Situations
Refunds will not be issued in the following cases:
- Change of mind or no longer needing the Service
- Failure to use the Service or access your account
- Violation of our Terms and Conditions resulting in account termination
- Downgrade requests (you may downgrade at the end of your billing cycle)
- Third-party service issues (e.g., your AI provider, payment processor)
- Force majeure events beyond our reasonable control
- Partial month or partial year refunds after the refund eligibility period
5. Cancellation Policy
You may cancel your subscription at any time:
- Cancellations take effect at the end of your current billing period
- You will retain access to paid features until the end of the billing period
- No refunds are provided for the remaining time in your billing period
- Your data will be retained according to your plan's retention period
- You can reactivate your subscription at any time
6. How to Request a Refund
To request a refund:
- Contact our support team at support@hintway.app
- Include your account email, subscription plan, and reason for the refund request
- Provide any relevant documentation (e.g., screenshots of errors, billing statements)
- Allow up to 5 business days for review of your request
We will review your request and respond within 5 business days. If approved, refunds will be processed within 10 business days to your original payment method.
7. Chargebacks
If you initiate a chargeback with your payment provider without first contacting us, we reserve the right to:
- Immediately suspend or terminate your account
- Dispute the chargeback with evidence of service delivery
- Charge a chargeback processing fee if the chargeback is found to be invalid
- Ban you from future use of our Service
We encourage you to contact us first to resolve any billing disputes.
8. Enterprise Plans
Refund terms for Enterprise plans are governed by individual contracts. Please refer to your Enterprise agreement or contact your account manager for specific refund terms.
9. Service Credits
In some cases, instead of a refund, we may offer service credits:
- Credits can be applied to future subscription payments
- Credits are non-transferable and have no cash value
- Credits expire 12 months from the date of issuance
- Credits cannot be combined with other promotions unless specified
10. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Your continued use of the Service after changes constitutes acceptance of the updated policy. Material changes will be communicated via email.
11. Contact Information
For refund requests or questions about this policy, contact us at:
Dyweb
Email: support@hintway.app
Last updated: May 25, 2026