Refund policy, cancellations and disputed charges

Everything about getting money back: when we refund, when we do not, who processes it, and what to do about a charge you do not recognise. This is the page to read before asking.

The short version

Payments are non-refundable, and a partially used billing period is not refunded. Anything added to an account instead is a gesture at our discretion rather than a refund, never automatic, and applied by a person. The published policy at heycatch.ai/refund is the only authority on this.

These are refunded once verified: a duplicate, erroneous or unauthorised charge; a billing period in which nothing at all was generated for your project, refunded in full; the unused half of an 8-week plan, which is billed once but assessed as two 4-week halves, so if nothing was generated in the second half that half is refunded, 50% of the plan price, whether the second half has started or not; and an untouched credit pack, 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, and each request is reviewed case by case.

No refund is ever confirmed in chat. Whoever you are talking to will pass it to someone who checks the account first, including for the cases above.

The full policy

Payments are non-refundable and a partially used billing period is not refunded. Once deliverables have been generated in a period, that period is earned. The reasoning is in the policy itself: the brief, audience and competitor research, site audit and action plan are generated the moment a project is created, and every video generation or Reddit and X analysis spends paid AI compute the instant it runs.

The published policy at heycatch.ai/refund is the only authority on refunds. Nothing said in a chat adds to it.

Refunds are assessed per billing period rather than per subscription. Always refunded: duplicate, erroneous or unauthorised charges, verified at any time; a paid period in which nothing at all was generated for the project, refunded in full; the unused half of an 8-week plan, which 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; and an untouched credit pack, refunded in full on request within 14 days of purchase, provided no purchased credits have been spent since that purchase. The policy's own example: you used the first period and were then charged for a second you did not touch, so the second is refunded in full and the first is not.

Credits follow their own rules. Plan credits are part of the subscription fee and are not refunded separately, including any left unspent at the end of a period, on cancellation or when a subscription expires. Purchased credits never expire while your account exists; apart from the untouched-pack refund above they are non-refundable, and a pack from which any credit has been spent is not refunded, in whole or in part. If you cancel all your subscriptions, purchased credits stay in your wallet for when you reactivate and are not refunded automatically. If you delete your account, unspent credits are forfeited. Promotional credits, such as free chat periods, free daily messages, first-purchase bonuses and gifts from support, have no cash value and are never refundable.

Statutory rights apply on top: nothing in the policy limits rights you cannot waive under the law that applies to you. US residents get whatever their state law provides on automatically renewing subscriptions. 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 rather than being settled in chat.

What does not qualify, except where the law says otherwise: a change of mind or unmet expectations; dissatisfaction with the quality, style or usefulness of AI-generated output; unused access or 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; platform restrictions, bans or content removals on Reddit, X, Instagram, TikTok or YouTube; reduced reach, engagement or follower growth; and anything caused by your own content, instructions, accounts, devices or integrations. An entirely unused billing period stays refundable, as does the unused second half of an 8-week plan.

Outside the always-refunded cases you can still ask for a discretionary refund: email support@heycatch.ai from your account email with "Refund" as the subject and a short description, and we aim to respond within 5 business days. We review each request case by case. A discretionary refund in one case does not create an obligation in another.

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

Before disputing a charge with a bank, email us: a refund we grant lands in days where a dispute takes weeks, and while a dispute is open we may suspend or cancel the affected subscription; if the disputed charge is a credit pack, its credits are removed from your wallet while the dispute is open.

Cancelling stops future renewals but is not itself a refund, and deleting an account does not cancel a subscription. 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.

Is there a money-back guarantee?

No. There is no 30-day guarantee and no no-questions-asked window. If you have read that somewhere, it was wrong. What exists is the policy above: non-refundable by default, the always-refunded cases, statutory rights on top, and a case-by-case review by a person for anything else.

How to ask

Email support@heycatch.ai from the address on your account, with "Refund" as the subject. Include roughly when the charge was taken and what happened. We come back within 5 business days.

Saying it in the chat goes to the same place, a person.

A charge you do not recognise

Tell us before disputing it with your bank. Where a refund is warranted we usually settle it in days, while a bank dispute runs for weeks, and while a dispute is open we may suspend or cancel the affected subscription; if the disputed charge is a credit pack, its credits are removed from your wallet while the dispute is open. Say so if a charge really is unauthorised: it is investigated before anything is decided.

Cancelling is not refunding

Cancelling stops future renewals. It does not return money already taken, and it does not need to: you keep access until the end of the period you paid for. Deleting your account does not cancel a subscription, so cancel first. To cancel: Settings, then the Billing tab, then Change plan on your plan card. Inside that window, under your current plan, there is a Manage subscription link, and Cancel subscription sits behind it. You then pick a reason, press Continue, and confirm on the Before you cancel screen. If you cannot get through it, say so here and we will pass you to a person who will cancel it for you. If your email is already on this conversation, we can see the account and there is nothing for you to send; if it is not, tell us the email you sign in to HeyCatch with.