This Refund Policy describes when HG28 may issue a refund for credits or AI generation services. It supplements our Terms of Service.
1. Refundable situations
- Duplicate payment. If you pay twice for the same order (for example, two bank transfers for a single invoice) the duplicate amount is refunded in full.
- Order not delivered. If your credits are not added to your balance within 5 business days of a confirmed bank transfer, and support cannot resolve the issue, we will refund the amount paid.
- Technical failure on our side. If an AI generation fails due to a confirmed platform error and the output cannot be regenerated, the credits spent on that generation are returned to your balance.
- Statutory rights (EU/UK consumers). Where applicable law grants a right of withdrawal, you may request a refund for unused credits within 14 days of purchase.
2. Non-refundable situations
- Credits that have already been spent on completed AI generations.
- Dissatisfaction with the creative direction of Generated Content when the service was delivered as described.
- Promo-code discounts (only the actual amount you paid may be refunded).
- Orders reversed via chargeback in violation of our Terms; the associated account may be suspended.
3. How to request a refund
- Email [email protected] from the address on your HG28 account.
- Include the order ID (visible in your dashboard) and a short description of the issue.
- We aim to respond within 3 business days.
4. How refunds are issued
Refunds are returned to the original payment method. For bank transfers, the refund is sent to the account the payment originated from; please allow 5–10 business days for the transfer to appear. Refunds are issued in the same currency as the original payment.
5. Fraud and abuse
Repeated refund requests, chargebacks without prior contact, or attempts to reclaim credits already spent may result in permanent account suspension and forfeiture of remaining credits, where permitted by law.
6. Contact
Billing team: [email protected].