Refund Policy

This Refund Policy is part of the Terms of Service and applies together with the order terms shown on the purchase page to Hey Mori subscriptions, credit packs, and other paid entitlements.

Hey Mori provides immediately delivered digital SaaS and AI generation services. Except where required by applicable law, where an order is confirmed as a duplicate charge, or where this policy expressly allows, paid orders are not automatically refundable. All refund requests are subject to review, and submitting a request does not guarantee approval.

For this policy, “use” includes, without limitation, consuming paid credits, activating paid subscription benefits, executing generation tasks, downloading or receiving generated outputs, calling third-party models, or triggering processing flows that create service costs.

Credits, service credits, account credits, and promotional allowances are not legal tender, stored-value accounts, bank accounts, or cash balances; they are not transferable, resalable, redeemable for cash, or automatically convertible at their displayed credit amount. Refunds are reviewed against the original purchase order, actual usage records, and payment-processor rules.

First-time subscriptions, one-time credit packs, or other paid entitlements may be submitted for refund review within 7 days of purchase if they have not been actually used, have not consumed paid credits, have not triggered generation tasks, and there is no abnormal use, abuse, fraudulent payment, or policy violation.

If an unused-order refund is approved, the refund amount may, to the extent permitted by applicable law, deduct payment-channel fees, taxes, refund processing fees, currency-conversion costs, and other third-party costs that have already occurred and cannot be recovered.

Except where required by applicable law, duplicate charge, or billing error, goodwill refunds are generally limited to one time per account, workspace, payment method, device, or user identity. Repeated refund requests after repeat purchases, short-term multi-account refund requests, use-before-dispute behavior, or other clearly abnormal patterns may be treated as refund abuse and denied.

If an order has been partially used, we may review whether to provide a partial refund, account credit, or service credit based on consumed credits, used benefits, generation-task costs, the current billing cycle, abnormal-usage signals, and payment-channel rules.

Partial refunds generally apply only to the unused portion; consumed credits, completed generation tasks, delivered outputs, third-party model costs, non-refundable channel fees, and refund processing fees are generally not refundable.

Partially used orders are not automatically refunded pro rata by time, credit balance, or plan list price. If there is no refundable balance after deducting consumed service costs, taxes, non-refundable payment-channel fees, and refund processing fees, or if the remaining amount is de minimis, cannot be reliably calculated, involves abnormal usage, or violates platform rules, we may deny a cash refund or provide only account credit or service credit.

Confirmed duplicate charges or billing errors will be corrected and may be handled through refund, account credit, or service credit depending on payment-channel rules.

When a generation task fails because of a system or provider issue, we generally prioritize releasing unused reserved credits or providing service credits, subscription extension, or another reasonable remedy. Service unavailability does not automatically create a cash refund right unless required by applicable law.

Task interruption, blocking, or unavailable outputs caused by non-compliant user inputs, unauthorized assets, prompts triggering safety policies, violations of the Acceptable Use Policy, account anomalies, network interruption, user cancellation, third-party platform review failure, or failure to provide required information are generally not treated as failed tasks caused by Hey Mori.

If you believe an order is eligible, contact us at [email protected] with your account email, order ID, purchase date, plan name, usage status, and refund reason.

To avoid missing the request window, submit complete information within 7 days of purchase. A request is considered received when we have enough information to verify the order, account, and usage status. We may ask for payment proof, account verification details, screenshots, billing descriptor, or other necessary materials.

The same order may not be pursued through both the platform refund process and a card issuer, bank, wallet, or payment-channel dispute process at the same time. If the order is already in chargeback, dispute, or payment-channel investigation, we may pause in-product refund review until the payment channel resolves or closes the dispute.

After receiving a request, we review order status, credit usage, generation-task records, download or delivery records, model-call records, payment-channel records, login and device risk signals, refund history, and abnormal-usage signals. Product logs, order records, and payment-processor records are important evidence for refund review and dispute handling.

If approved, refunds are generally returned to the original payment method. If the original payment method is unavailable, unsupported by the payment channel, restricted by order status, or the amount is too small, the matter may be handled through account credit or service credit depending on order status and payment-channel rules. Actual arrival time depends on the payment provider, bank, or third-party service.

If a user initiates a chargeback, bank dispute, payment-channel investigation, or external complaint, we may submit order records, login records, usage records, delivery records, communications, this Policy, and the Terms to the payment provider, issuer, bank, card network, wallet provider, or relevant institution as evidence.

Payment-channel costs, refund costs, chargebacks, currency conversion, taxes, and third-party service costs may arise under the rules of payment processors, banks, card networks, or related service providers and may change over time. The amount payable by a customer is controlled by checkout disclosures and receipts; we will not charge undisclosed purchase fees outside the checkout page.

To the extent permitted by applicable law, if those costs have already been incurred and cannot be recovered from the payment processor, bank, tax authority, or third-party service provider, an approved refund may deduct those non-recoverable costs, including payment processing fees, taxes, currency conversion costs, third-party model or cloud costs, and refund processing costs. Any deduction depends on order records, payment-processor rules, tax requirements, and applicable law.

If an order includes partially used benefits, we may deny the refund, refund only the unused portion, or handle the matter through account credit or service credit based on actual usage. Partial refunds are not calculated mechanically by list price, remaining credits, or elapsed time.

Payment processing, tax calculation and collection, receipts, refund execution, and dispute handling may be provided by Waffo Pancake or other payment providers. Fees that a payment provider charges to merchants are back-office settlement costs and do not mean that customers will be charged additional purchase fees outside the checkout page.

The final customer charge, applicable taxes, currency, order details, and refund return path are controlled by the checkout page, receipt, payment-channel records, and applicable law.

Restrictions or termination caused by policy violations, abuse, fraudulent payment, account sharing, limit bypassing, abnormal bulk usage, or third-party disputes caused by generated content are generally not grounds for refund.

Style preference, commercial performance, ad results, or third-party platform review outcomes are not guaranteed by AI generation and generally do not create a standalone refund right unless required by law.

If a user uses multiple accounts, shared accounts, false identity, abnormal devices, abnormal payment methods, proxy addresses, bulk purchases, high-intensity use followed by refund requests, repeated chargebacks, or other means to bypass this Policy, we may deny refunds, restrict the account, revoke credits, and reserve the right to submit dispute evidence or take further action.

We may update this refund policy based on service changes, payment providers, and legal requirements. Updated terms will appear on this page and apply to purchases made after the update.