Refund & Cancellation Policy

• Cancel at any time in Settings › Billing › Manage subscription. Your plan runs to the end of the period you paid for, and then your account moves to Free.
• If you live in the EU, the EEA or the UK, you can withdraw from a plan within 14 days of buying it. Because your plan starts at once, we keep an amount for what you’ve already had. Studio packs and balance top-ups can’t be returned once they’re added to your account.
• Apart from that, we refund only where the law requires it, for example when we charged you by mistake, or when a paid feature doesn’t work because of a fault on our side.
• To ask for a refund, write to [email protected].

• In the app: go to Settings › Billing › Manage subscription. This opens your billing page at Stripe, where you can cancel.
• By email: write to [email protected] from your account’s email, and we’ll cancel for you.
• To avoid the next charge, cancel before your plan renews. Settings › Billing shows the renewal date.

• Nothing more is charged.
• Your plan, its limits and its Studio credits stay until the end of the period you paid for. A yearly plan runs to the end of the paid year.
• We email you the date your plan ends.
• You can resume your plan before that date, in Manage subscription.
• After that date, your account moves to Free. Your memory and your conversations stay.
• Your balance is frozen until you subscribe again: it doesn’t expire, and you can’t use it.
• Your Studio packs stay, and you can use them on Free. They stay valid for the period shown when you buy them, and any Studio use or new pack starts that period again.
• Cancelling doesn’t give you a refund for the rest of the period.

If you live in the EU, the EEA or the UK and you buy as a consumer, you can withdraw from a plan within 14 days of buying it, without giving a reason.

Plans start right away. When you pay, you ask us to start your plan at once, so you can use it during the 14 days. If you then withdraw, we refund what you paid minus an amount for what you had before you told us. That amount is the larger of these two:

• the share of the paid period that has passed;
• the share of the plan’s usage limits for that period that you’ve used.

Studio packs and balance top-ups. When you buy a Studio pack or top up your balance, you ask us to add the credits or the balance to your account at once, and you accept that you lose your right to withdraw once they’re added. So we don’t refund packs or top-ups after they’re added.

How to withdraw. Tell us clearly that you want to withdraw. Write to [email protected] from your account’s email, using the form below or your own words. It’s enough to send your message before the 14 days are over.

Your refund. We refund you within 14 days of getting your message, to the payment method you used, at no cost to you. When we refund a plan payment, the plan ends at once (section 5).

Withdrawal form

Fill in and send this form only if you want to withdraw.

To: Alperen LTD, Ayiou Ayapitikou 31, Paphos 8041, Cyprus, [email protected]

I withdraw from my contract for the following service: ____________ (the plan you bought)

Bought on: ____________

Name: ____________

Email of my huSpace account: ____________

Address: ____________

Date: ____________

Signature (only if you send this form on paper): ____________

• Charged by mistake. If we charged you in error, we refund it. If you pay for a second plan by mistake while you already have one, we cancel the second plan and refund it automatically.
• Our fault. If a paid feature doesn’t work because of a fault on our side, and we can’t put it right within a reasonable time, we refund a fair part of what you paid for that period.
• Changes we make. If we take away a main part of your plan, or close huSpace, we refund as set out in our Terms, section 18.
• Plan changes. Upgrades are charged for the rest of the current period, and we don’t refund them unless a rule on this page applies. Downgrades start with your next period, and we don’t refund the difference.
• We don’t refund:
  • the rest of a period after you cancel;
  • the trial, bonuses, promo codes or coupons, because they’re free;
  • your balance or Studio credits when you delete your account;
  • anything, if we closed your account because you broke our Terms.
• We don’t give refunds in other cases. Where the law where you live gives you more, you get more.

• We refund to the payment method you used, through Stripe. Your bank usually shows the refund within 5 to 10 business days.
• A refund takes back what’s left of what that payment gave you, such as Studio credits or balance.
• When we refund a plan payment, in full or in part, the plan ends at once and your account moves to Free.
• A refund doesn’t leave you owing us anything.

The trial is free and needs no card. When it ends, your account moves to Free. The trial itself costs nothing, so there’s nothing to refund.

• If a renewal payment fails, Stripe tries to collect it again. Your plan stays active while it does.
• While a payment has failed, you can’t change your plan. Update your card in Manage subscription.
• If the payment still can’t be collected, your plan ends and your account moves to Free.

Please write to us before you dispute a charge with your bank; it’s usually faster. If you do open a dispute, paid features pause until it’s resolved. Our Terms, section 17 explain what happens next.

Write to [email protected] from your account’s email. Tell us the date and the amount of the charge, and why you’re asking. Never send us your full card number. We reply as soon as we can.

If you can’t sign in, write from any address and tell us your account’s email. To check that the account is yours, we may ask for details of the charge, such as its date and amount.