Plans
Your first payment for a Hazelsong plan is refunded in full if you write to support@hazelsong.com within 14 days of it, with no questions asked. This covers the first charge of the first subscription on your account, monthly or annual.
Every later charge, a renewal or the difference charged when you move to a larger plan, is not refundable, with two exceptions: where the law of your country requires a refund, and where a fault on our side kept Hazelsong from working and we could not fix it, in which case we refund the period it affected. A monthly pack has a rule of its own, below.
How refunds are processed
All payments are handled by Paddle.com, our merchant of record. Refunds are issued back to your original payment method through Paddle, typically within a few business days.
Canceling instead
You can cancel a subscription at any time from Manage billing on your dashboard's People and projects page, or from the link on any Paddle receipt, or by writing to support@hazelsong.com. Manage billing opens Paddle's own page for your account, where you can also change the card you pay with. Canceling stops future renewals. Your plan stays on until the end of the period you already paid for, and that period is refunded only under the rules above.
Monthly packs
A monthly pack is refunded in full if you ask within 14 days of its charge and none of what it added has been used. Once any of it has been used, the charge for that pack is not refundable, except where the law requires otherwise. This applies to every charge for a pack: the one when you add it, and each renewal.
Your plan's own monthly allowance is always used first, and packs of the same kind are used one after another, so a pack stays untouched until your plan's allowance and every pack of its kind before it are used up. The report in your dashboard shows how much of each allowance, your plan's and your packs' together, has been used.
When you add a pack, you ask for it to start at once and confirm that you understand its charge is not refundable once any of it is used, and we keep a record of when you did. If you are a consumer in the European Union or the United Kingdom, that request and acknowledgment are what end your right to withdraw from the purchase of that pack, as the law provides, once its supply has begun.
Removing a pack from your dashboard stops it renewing; what it added keeps counting until the end of the billing period already paid for, and removing it does not by itself refund that period. A removed pack is refunded under the same rule: in full within 14 days of its charge, while none of it has been used.
A pack whose charge is refunded, in whole or in part, or reversed through your bank or card issuer, stops counting as soon as Paddle reports it. A refund does not take the pack off your subscription: remove it from your dashboard, or ask us to when you ask for the refund, so it does not renew.
Nothing in this policy limits a right the law of your country gives you.
No lifetime plans
Hazelsong only offers recurring subscriptions, never a one-time "lifetime" purchase, so there is never a large non-refundable payment to worry about in the first place.