# Refunds: when and how to ask

When a payment is refunded, how to ask, what does not qualify, and your statutory rights.

## Can I get a refund?

Refunds follow our published policy at heycatch.ai/refund and nothing else.

Under it, payments are non-refundable, and a partially used billing period is not refunded. Once anything has been generated for your project in a period, that period is treated as earned.

These cases are always refunded once verified.

1. A duplicate, erroneous or unauthorised charge.
2. A billing period in which nothing at all was generated for your project, refunded in full.
3. The unused half of an 8-week plan. An 8-week plan is billed once but assessed as two 4-week halves, so if no deliverables were generated in the second half, that half is refunded, 50% of the plan price, whether the second half has started or not.
4. An untouched credit pack: a pack of purchased credits is refunded in full on request within 14 days of purchase, provided no purchased credits have been spent since that purchase.

Outside these cases you can still ask: a person reviews each case individually against the policy. Email support@heycatch.ai with "Refund" as the subject and we come back to you within 5 business days.

## How do I request a refund?

Email support@heycatch.ai from your account email with "Refund" as the subject and a short description. We aim to respond within 5 business days.

An approved refund goes back to your original payment method, normally within 5 to 10 business days.

## I want my money back

Tell us what happened and a person will look at your account. Refunds are decided by a human here, not automatically, so nothing in this chat can confirm one for you.

What helps us move fast: roughly when the charge was taken. If your email is on this conversation, we can already see the account; if it is not, tell us the email you sign in to HeyCatch with.

## What does not qualify for a refund?

Except where the law says otherwise, we do not refund for a change of mind or unmet expectations; dissatisfaction with the quality, style or usefulness of AI-generated output, meaning briefs, audits, action plans, posts and videos; unused access or unused allowances inside a period that did produce deliverables; unspent plan credits; credit packs from which any credit has been spent; purchased credits you choose not to use, including after cancelling; restrictions, bans or content removals by Reddit, X, Instagram, TikTok or YouTube; reduced reach, engagement or follower growth; or problems caused by your own content, instructions, accounts, devices or integrations.

Two neighbouring cases are different and are refundable under the policy: a billing period in which nothing at all was generated for your project, and the second half of an 8-week plan if nothing was generated in it. And if what went wrong was on our side rather than in how the output read to you, say so. That is not settled by this list: a person reads it.

## My videos got removed and my Reddit post was taken down. Can I get my money back?

No, platform decisions are not a refund case. Reddit, X, Instagram, TikTok, YouTube and Facebook each enforce their own rules and can restrict, ban or remove content for reasons outside our control.

What we can do is look at your account health with you. Most removals on a new account come down to age, karma and a bio that reads as promotional, and our audit will tell you which of those is hurting you.

## A channel I signed up for is not supported yet. Does that make my payment refundable?

Not on its own. A channel that is not available in the current version is a product limitation, and it is not one of the cases the refund policy always covers: a duplicate, erroneous or unauthorised charge, a billing period in which nothing at all was generated for your project, the unused second half of an 8-week plan, and an untouched credit pack, refunded in full on request within 14 days of purchase if no purchased credits have been spent since.

Anything outside these cases is looked at case by case by a person. Say so here, or email support@heycatch.ai with "Refund" as the subject. The account is checked before anything is decided.

## Why are payments non-refundable at all?

Because the work happens immediately. The moment you add your site we generate your brief, audience and competitor research, site audit and action plan, and every video generation or Reddit and X analysis spends paid AI compute the instant it runs. By the time a refund is asked for, that has already been spent.

## Is there a money-back guarantee?

No. There is no 30-day guarantee and no no-questions-asked window. Payments are non-refundable by default, with verified exceptions: a duplicate, erroneous or unauthorised charge, a period in which nothing was generated, the unused second half of an 8-week plan, and an untouched credit pack, refunded in full on request within 14 days of purchase if no purchased credits have been spent since. Whatever your local law gives you applies on top, and anything outside them is read by a person case by case.

The published policy at heycatch.ai/refund is the one that counts.

## I am in the EU or the UK. Do I have extra rights?

We do not offer or target the Services in the EEA or the United Kingdom, so our policy is not written around EU or UK withdrawal rules. The published policy at heycatch.ai/refund is the authority on refunds.

Nothing in it limits rights you cannot waive under the law that actually applies to you. If you think your local law gives you something here, say so in this chat and a person takes it from there. Nobody answering automatically decides a question of law.

## Do I lose my statutory rights?

No. Nothing in our policy limits rights you cannot waive under the law that applies to you. In the US, where your state gives you refund or cancellation rights on automatically renewing subscriptions, we honour them.

We do not offer or target the Services in the EEA or the United Kingdom, so the policy is not written around EU or UK withdrawal rules. The published policy at heycatch.ai/refund is the authority, and anything that turns on your local law goes to a person here rather than being settled in chat.

## If you decide to make it right, what can I get?

Nobody in this chat can promise you a refund.

A person reads your case against the published policy at heycatch.ai/refund and decides. Anything added to an account instead is a gesture at our discretion rather than a right, never automatic, decided case by case, and applied by a person by hand.

## My account was terminated for breaking the rules. Do I get my money back?

No. If an account is terminated for a material, uncured violation of the Permitted Use Policy, fees already paid for the current period are not refunded.