Refund Policy

This policy explains when you can get money back for a Heady subscription or credit pack, and how. It is part of our Terms of Service.

1. Who processes refunds

Heady's plans and credit packs are sold by Stripe as merchant of record [PLACEHOLDER: name the Stripe entity and the buyer-facing brand shown at checkout]. Refunds are paid by Stripe to your original payment method. You can ask us for a refund, or ask Stripe's buyer support directly; either way, the rules below apply, and Stripe's buyer terms govern the payment itself [PLACEHOLDER: describe how Stripe's buyer-support refund window interacts with this policy].

2. If production fails

If a video fails to finish for a reason on our side, the credits reserved for it are returned to your balance automatically. You do not need to ask [PLACEHOLDER: confirm the automatic release rules].

If a finished video has a clear technical defect caused by Heady, such as missing audio or black frames, contact us within [PLACEHOLDER: e.g. 14] days and we will return the credits it used or produce it again.

Credits are not returned for videos that worked as intended but that you decided not to use, or for content refused under the Acceptable Use Policy.

3. Subscriptions

You can cancel at any time in your account settings. Your plan stays active until the end of the period you paid for, and then does not renew. Cancelling does not by itself refund the current period, except as set out in section 5 for consumers in the EU and UK, or where the law requires.

If we raise the price of your plan, we tell you in advance, and you can cancel before the new price applies.

4. Credit packs

Unused credit packs can be refunded within [PLACEHOLDER: e.g. 14] days of purchase if none of their credits have been used [PLACEHOLDER: confirm, including partial refunds of partly used packs]. After that, credit packs are not refundable, except as set out in section 5 or where the law requires. Credit packs expire as stated in the Terms of Service.

5. Right of withdrawal for consumers in the EU and UK

If you are a consumer living in the European Union or the United Kingdom, you have the right to withdraw from a purchase within 14 days of the day you made it, without giving a reason.

Heady is a digital service that starts as soon as you ask it to. When you buy, you ask us to start immediately. If you then withdraw within 14 days, you receive a refund minus a proportionate amount for what you used before withdrawing. In practice:

• Subscriptions: we refund the unused part of the billing period and the value of unused plan credits [PLACEHOLDER: confirm the formula, e.g. pro rata to credits used or time elapsed, whichever is higher].
• Credit packs: we refund the value of the unused credits.

How to withdraw. Use the "Withdraw from contract here" button in your account's billing page [PLACEHOLDER: confirm the button, its two-step confirmation and the confirmation email are built], or send us a clear statement by email to [PLACEHOLDER: contact email] with your account email and order ID. We confirm receipt by email with the date and time. Refunds are paid within 14 days of your withdrawal.

Germany. You can also cancel a subscription at any time with the "Verträge hier kündigen" button in your account [PLACEHOLDER: confirm the button is built].

6. Customers elsewhere

Outside the EU and the UK there may be no statutory right of withdrawal for online purchases. We apply [PLACEHOLDER: decide whether customers outside the EU and UK get the same 14-day withdrawal terms voluntarily]. Mandatory consumer protection in your country of residence always applies.

7. How to ask for a refund

Email [PLACEHOLDER: contact email] with the email address of your account and the order ID from your receipt. Tell us what you are asking for and why. We reply within [PLACEHOLDER: e.g. 3 business days].

8. Chargebacks

If you think a charge is wrong, contact us first; most problems are quicker to fix that way. If you open a payment dispute with your bank, we may suspend the account while the dispute is open, as set out in the Terms of Service.