Refund Policy
Fair and transparent refund process for Hexify Premium
1. Overview
At Hexify, we stand behind the quality of our premium services. This Refund Policy outlines the circumstances under which refunds may be granted and the process for requesting them.
Patreon Subscriptions: Most Hexify Premium subscriptions are processed through Patreon. For Patreon subscriptions, please refer to both this policy and Patreon's refund policy. We work closely with Patreon to ensure fair refund processes.
Money-Back Guarantee: We offer a 7-day money-back guarantee for all new premium subscriptions. If you're not satisfied with Hexify Premium, you can request a full refund within 7 days of your initial purchase.
2. Refund Eligibility
Eligible for Refund
- 7-Day Window: Refund requests made within 7 days of initial purchase
- Service Issues: When premium features are unavailable for extended periods
- Billing Errors: Incorrect charges or duplicate payments
- Technical Problems: Persistent technical issues preventing service use
- Accidental Purchases: Unintended subscription activations
Not Eligible for Refund
- Refund requests made after 7 days from initial purchase
- Violations of our Terms of Service
- Abuse of premium features or bot services
- Changes in Discord server ownership or management
- Dissatisfaction after the 7-day trial period
- Partial month refunds for monthly subscriptions
3. Refund Process
How to Request a Refund
1
Contact Support
Email us at refunds@hexify.bot or join our Discord support server. For Patreon subscriptions, you may also contact us through Patreon.
2
Provide Information
Include your Discord ID, server ID, purchase date, Patreon username (if applicable), and reason for refund
3
Review Process
We'll review your request within 1-2 business days and coordinate with Patreon if necessary
4
Refund Processing
Approved refunds are processed within 3-5 business days through the original payment method
4. Required Information
To process your refund request efficiently, please provide the following information:
- Discord User ID: Your unique Discord identifier
- Server ID: The Discord server where premium was activated
- Purchase Date: When you subscribed to premium
- Payment Method: Patreon, Credit card, PayPal, etc.
- Patreon Username: Your Patreon account name (if subscribed through Patreon)
- Transaction ID: From your payment confirmation email or Patreon receipt
- Reason for Refund: Detailed explanation of why you're requesting a refund
- Contact Email: Where we can reach you regarding the refund
5. Processing Times
Review Time
We aim to review all refund requests within 1-2 business days of submission. Complex cases may require additional time for investigation.
Refund Timeline
- Patreon: 1-3 business days (processed through Patreon)
- Credit Card: 3-5 business days
- PayPal: 1-3 business days
- Bank Transfer: 5-7 business days
- Cryptocurrency: 1-2 business days
Note: Refund processing times may vary depending on your payment provider and banking institution. Please allow up to 10 business days for the refund to appear in your account.
6. Types of Refunds
Full Refunds
Available for requests made within 7 days of initial purchase or in cases of service failure.
Partial Refunds
May be considered in exceptional circumstances, such as:
- Extended service outages affecting premium features
- Billing errors or overcharges
- Technical issues preventing full service utilization
Pro-rated Refunds
For annual subscriptions, we may offer pro-rated refunds based on unused time in exceptional cases.
7. Service Discontinuation
In the unlikely event that we discontinue Hexify or premium services, we will:
- Provide at least 30 days advance notice
- Offer full refunds for any unused premium time
- Assist with data export if applicable
- Provide migration assistance to alternative solutions
8. Patreon Subscriptions
Patreon Policy Compliance
For subscriptions processed through Patreon, refunds are subject to both our policy and Patreon's terms of service. We work within Patreon's framework to ensure fair treatment of all refund requests.
Patreon-Specific Considerations
- Subscription Management: You can pause or cancel your Patreon subscription at any time
- Partial Refunds: Patreon subscriptions may be eligible for partial refunds based on unused time
- Processing: Patreon refunds are processed directly through Patreon's payment system
- Communication: We coordinate with Patreon support when necessary
Patreon Support: For issues specific to Patreon billing or account management, you may also contact Patreon support directly while keeping us informed of your request.
9. Billing Disputes
Chargebacks
Before initiating a chargeback with your payment provider, please contact our support team. Chargebacks may result in:
- Immediate suspension of premium services
- Additional processing fees
- Potential account restrictions
Billing Errors
If you notice any billing errors, contact us immediately. We'll investigate and correct any mistakes promptly.
9. Refund Restrictions
Multiple Refunds
Users are generally limited to one refund per year to prevent abuse of our refund policy.
Account Status
Refunds may be denied for accounts that have violated our Terms of Service or engaged in fraudulent activity.
Service Usage
Excessive use of premium features before requesting a refund may affect eligibility.
10. Special Circumstances
Exceptional Cases
We may consider refunds outside our standard policy for:
- Medical emergencies or hardships
- Military deployment
- Technical issues beyond user control
- Payment fraud or unauthorized charges
Documentation
Special circumstances may require supporting documentation for verification.
12. Policy Updates
This Refund Policy may be updated from time to time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.
Last updated: December 13, 2024