HexCoded legal
Refund Policy
The short version. HexCoded runs on credits. Credits are deducted only when a video or image generates successfully, and a generation that fails for a technical reason returns its credits to your balance automatically. Subscriptions and credit purchases are not refundable. Where a refund is due — a duplicate charge, a wrong amount, or a charge taken after you cancelled — we process it to your original payment method within 5–7 business days.
1Successful generations
Credits are consumed when a generation completes successfully. A finished video you simply don't like still consumes credits — there is no satisfaction refund. You choose your inputs, and you see the exact credit cost, before you generate; review them first.
2Failed generations
If a generation fails for a technical reason on our side, the held credits are returned to your balance automatically, usually within minutes. This is a credit return, not a cash refund, and it needs no request from you.
3Subscriptions and credit purchases are not refundable
- Subscription plans are not refundable, in whole or in part, once a billing period has started. You can stop future charges at any time — see the Cancellation Policy.
- Credit top-ups are not refundable once purchased.
- Credits already consumed by a successful generation are not refundable.
- Plan changes don't generate refunds. Upgrades apply immediately — you pay the pro-rata difference for the rest of your billing period and receive the matching credits. Downgrades take effect at the end of your current period, so nothing is owed back either way.
4When we do refund money
We refund to your original payment method in these cases:
- Duplicate charge — you were billed more than once for the same period or the same top-up. We refund the duplicate in full.
- Incorrect amount — you were billed an amount other than the price shown for your plan or top-up. We refund the difference.
- Charged after cancellation — a renewal was taken after you had already cancelled. We refund that charge in full.
- Paid but not delivered — a payment succeeded but the plan was never activated and the credits never reached your account. We refund in full.
- Where applicable law or our payment partner requires it.
5How to ask, and how long it takes
- Email support@hexcoded.ai from your account email with the charge date and amount.
- We acknowledge within 1 business day and decide within 3 business days.
- An approved refund is initiated immediately on approval and is processed within 5–7 business days.
- How long it then takes to appear on your statement depends on your bank or card issuer — typically a further 2–3 business days.
- Refunds are always made to the original payment method. We do not refund to a different account, to a wallet, or in cash.
6Credit expiry
Plan credits reset at the start of each billing cycle and do not roll over. Top-up credits are valid for 12 months from issue. Expired credits are not refundable.
7Payment partners & chargebacks
Payments are collected by our authorised payment partners, Razorpay and Dodo Payments. Chargebacks and payment disputes follow the relevant partner's process and applicable consumer law, and we cooperate fully to resolve them. Please raise the matter with us first at support@hexcoded.ai — it is almost always faster than a chargeback.
8Statutory rights
Nothing in this policy removes any refund right you have under applicable law, including under the Consumer Protection (E-Commerce) Rules, 2020.
9Grievances
If you are not satisfied with how a refund was handled, contact our Grievance Officer: Jivesh Gupta · support@hexcoded.ai · Anycast Technology Private Limited, 5th Floor, DLF Two Horizon Centre, Horizon Colony, DLF Phase 5, Sector 43, Gurugram, Haryana 122002. We respond within the timeframes required by law.