Refund and Cancellation Policy

• Version: 0.1 (draft)
• Date: 2026-10-15
• Applies from: [[PLACEHOLDER: effective date]]

This policy is part of the Terms of Service. It covers what you pay hyad for: credit packs (one-time payments through Stripe) and what is paid from credits (usage beyond your plan, custom domain blocks and the monthly base fee of EUR 3 / USD 3.60). hyad has no subscriptions, so there is nothing to cancel to stop future charges: if you buy no more credits, nothing more is charged.

1. Your 14-day right of withdrawal (consumers in the EU/EEA)

If you buy credits as a consumer, you may withdraw from the purchase within 14 days of the day you bought them, without giving a reason. We accept a withdrawal until the end of the 15th day after the day of purchase (UTC): one day more than the law requires, so that the period never ends early in your time zone. The confirmation email of your purchase and the billing page of your account show the exact date for each pack.

Immediate start. Credits are available, and are used for your apps, as soon as you have paid. Before you pay we therefore ask you to:

1. expressly request that hyad starts providing the service during the withdrawal period, and
2. acknowledge that if you withdraw, you pay for what you used until then.

On the billing page of your account this is a box you tick yourself before choosing a pack; nothing can be bought without it. When you buy through the hyad API (for example through an AI assistant), the request must be sent with the purchase and the assistant must have shown you its text first. We record the request with the exact wording (its version), the time and how it was given, before you are sent to the payment page. On the payment page (Stripe Checkout) you then accept these Terms of Service, which include this policy, with a box of their own; the payment page repeats that hyad starts at once. [[CHECK: whether the API route (the request given through an assistant) is a valid express request, or whether purchases through the API should be limited to the billing page.]]

Confirmation. After a successful payment we email you a confirmation: what you bought, the price and the VAT, the request you gave (word for word, with the time), that you accepted the Terms, your right of withdrawal with its last day and how the refund is calculated, and a link to your receipt. Please keep it.

What you get back. If you withdraw in time, we refund the price you paid for that pack, minus the value of the credits from that pack already used (for usage, custom domain blocks or base fees, and usage from before the purchase that the pack paid for), calculated at the prices in force. Promotional credits are used before purchased ones (Terms, section 5.5), so usage they covered does not count against the pack. In numbers: refund = price paid × (credits of the pack − credits used from it) ÷ credits of the pack, rounded up to the cent, less anything already refunded for that payment. The price paid includes the VAT (EUR) or the sales tax added at checkout (USD), so the tax on the unused part comes back too. Unused credits of the pack are removed from your account at the moment you withdraw, so nothing more is used from it; your other packs and promotional credits stay as they are. If all credits of the pack were used, the withdrawal is recorded and nothing is refunded. [[CHECK: whether credits are "digital content" (CRD Art. 16(m): right lost on immediate supply with consent and acknowledgement) or prepayment for a "digital service" (Art. 14(3) and 16(a): proportional payment). This draft takes the service reading, which is the more generous one.]]

How to withdraw.

• On the billing page of your hyad account: each pack you can still withdraw from has a Withdraw button with its last day. The page shows what you would get back and asks you to confirm. The refund is sent at once.
• Or send a clear statement, for example by email to support@hyad.app from your account's email address, or with the model form below. It is enough to send it before the period ends: we record it with the time it arrived, even if we process it later.

Either way you get an email confirming the withdrawal, what was used and what is refunded. We refund within 14 days of receiving your withdrawal (normally the same day), to the payment method you used, without fees; your bank may take a few business days to show it. A pack whose payment is disputed with your bank cannot be withdrawn from while the dispute is open: the dispute decides (section 5).

Model withdrawal form

To [[PLACEHOLDER: legal entity name, address]], support@hyad.app:

I hereby give notice that I withdraw from my contract for the purchase of the following service: hyad credit pack of [amount], bought on [date].

Name: [ ] — Email address of the hyad account: [ ] — Date: [ ]

2. After the 14 days

After the withdrawal period, unused purchased credits stay in your account. We refund them when:

• you close your account (Terms, section 9.2);
• we charged you by mistake (for example twice for the same purchase);
• we end your account or stop the service without you being at fault (Terms, section 9.3);
• we raise a unit price, or change the terms to your disadvantage, and you close your account before the change takes effect (Terms, sections 5.8 and 13). Closing is free of any penalty;
• the law requires a refund.

Purchased credits never expire (Terms, section 5.5), so you never lose them through time.

Never refunded: credits already used (also for base fees and domain blocks), and promotional credits (given, not bought), which may expire as stated when we grant them.

3. Custom domain blocks

Extra custom domains are sold in blocks, paid from your credits per calendar month. You can reduce your blocks at any time; this takes effect at once and the current month's charge is not refunded. Blocks bought within a withdrawal period count as credits used (section 1).

4. Sole traders

The withdrawal right does not apply to purchases for your trade or profession. Section 2 applies.

5. Payment disputes

Please contact us before disputing a payment with your bank: we can usually solve it faster. If a payment is disputed, the account gets a 14-day grace period before Free limits apply, and the credits it bought are removed if the dispute is decided in your favour (Terms, section 6).

6. Tax

EUR prices include VAT; USD prices exclude sales tax. A refund includes the tax paid on the refunded part. [[CHECK: VAT treatment of credits — single- or multi-purpose voucher — and of expired credits (breakage); adr-billing §7 open issue 3]]