Refund Policy

1. Payment Processing and Merchant of Record

All payments for Hemlis subscriptions are processed by Paddle.com Market Limited ("Paddle"), who serves as our authorized Merchant of Record. This means:

• Paddle handles all payment processing, billing, and refund operations
• Your payment relationship is with Paddle, not directly with Aieo AB
• Refund requests are subject to Paddle's policies and procedures
• Paddle is fully compliant with international payment regulations and standards

2. Subscription Refund Eligibility

2.1 Standard Refund Window

We offer refunds under the following conditions:

• Time Limit: Refund requests must be submitted within 14 days of the original purchase date
• Service Issues: Technical problems that prevent normal use of the service
• Billing Errors: Charges made in error or duplicate charges
• Dissatisfaction: General dissatisfaction with the service during the trial period

2.2 Pro-Rata Refunds

For annual subscriptions, we may offer pro-rata refunds calculated from the date of cancellation request, subject to the following:

• Refund amount calculated based on unused time remaining
• Minimum usage period of 30 days before pro-rata calculation
• Subject to reasonable use terms (no excessive usage)

3. How to Request a Refund

3.1 Primary Refund Channels

To request a refund, use any of the following methods:

1. Paddle Support (Recommended):
   • Visit Paddle Customer Support
   • Use the support form with your order/transaction ID
   • Fastest processing for refund requests
2. Email Support:
   • Email us at [email protected]
   • Include your order ID and reason for refund
   • We will coordinate with Paddle on your behalf
3. Subscription Management:
   • Use the license management link from your purchase email
   • Access your account settings and cancellation options

3.2 Required Information

When requesting a refund, please provide:

• Order/Transaction ID from your purchase confirmation
• Email address used for the purchase
• Reason for the refund request
• Any relevant technical issues or documentation
• Preferred refund method (if applicable)

4. Refund Processing Timeline

4.1 Processing Times

Refund processing typically follows this timeline:

• Request Review: 1-2 business days for initial review
• Approval Decision: 2-5 business days for approval/denial
• Processing Time: 5-10 business days for refund processing
• Bank Processing: 3-7 additional business days for bank clearing

4.2 Refund Methods

Refunds are processed using the following methods:

• Original payment method (credit card, PayPal, etc.)
• Bank transfer for certain international transactions
• Paddle Wallet for future purchases (where applicable)

5. Subscription Management

5.1 Automatic Renewals

Important information about subscription renewals:

• All subscriptions renew automatically unless canceled
• Renewal charges occur at the end of each billing cycle
• You can cancel at any time to prevent future charges
• Cancellation takes effect at the end of the current billing period

5.2 Cancellation Process

To cancel your subscription:

1. Access your subscription management portal via the link in your purchase email
2. Navigate to subscription settings
3. Select "Cancel Subscription"
4. Confirm cancellation and save changes

Alternatively, contact our support team for assistance with cancellation.

6. Non-Refundable Situations

6.1 Refund Exclusions

Refunds may be denied in the following circumstances:

• Time Limit Exceeded: Requests submitted after the 14-day window
• Excessive Use: Accounts showing unusually high usage patterns
• Multiple Refunds: Repeated refund requests from the same customer
• Fraudulent Activity: Suspected fraudulent usage or chargebacks
• Terms Violation: Accounts suspended for violating our Terms of Service
• Data Export: After substantial data has been exported from the system

6.2 Partial Refunds

In some cases, partial refunds may be considered:

• Extended trial periods instead of full refunds
• Service credits for future use
• Account upgrades or downgrades
• Migration assistance to alternative solutions

7. Chargebacks and Disputes

7.1 Chargeback Policy

Before initiating a chargeback with your bank or credit card company:

• Contact our support team first to resolve the issue
• Most issues can be resolved without involving your bank
• Chargebacks may result in service suspension
• We prefer to work directly with customers on refund requests

7.2 Dispute Resolution

For payment disputes:

• Contact Paddle support as the first step
• Provide all relevant documentation
• Allow 10-14 business days for resolution
• Escalate to our support team if needed

8. Service Credits and Alternatives

8.1 Service Credits

In lieu of refunds, we may offer:

• Account credits for future billing periods
• Extended trial periods
• Free plan upgrades or additional features
• Technical support and implementation assistance

8.2 Migration Assistance

If Hemlis isn't the right fit, we can help:

• Data export in standard formats
• Recommendations for alternative solutions
• Technical documentation for migration
• Consultation on vector database best practices

9. Special Circumstances

9.1 Technical Issues

For service outages or technical problems:

• Service credits for extended downtime
• Priority support and resolution
• Refunds for significant service failures
• Implementation support if needed

9.2 Billing Errors

For billing mistakes:

• Immediate correction of billing errors
• Full refund of incorrect charges
• Account adjustments as needed
• Prevention measures for future errors

10. Contact Information

10.1 Support Channels

For refund-related inquiries:

10.2 Response Times

We aim to respond to refund requests within:

• Email Support: 24-48 hours during business days
• Paddle Support: 24 hours (direct payment issues)
• Urgent Billing Issues: Same business day
• Complex Disputes: 3-5 business days

11. Policy Changes

We reserve the right to update this Refund Policy at any time. Changes will be:

• Posted on this page with an updated date
• Communicated to active subscribers via email
• Applied to subscriptions purchased after the change date
• Grandfathered for existing subscriptions where legally required