1. Default commercial rule
Cloud subscriptions are billed for the selected paid period. Hyfens does not ordinarily refund or credit a charge because a customer cancels, downgrades, uses less than expected, changes plans, or changes their mind.
Cancelling a subscription stops the next renewal and normally leaves paid access active through the current provider-confirmed period. A downgrade takes effect at the scheduled cycle boundary. Neither operation automatically refunds the current period, creates a balance, deletes the organization, or deletes its data.
2. Upgrades and plan changes
An upgrade is an explicit checkout or contract transition. Unless the checkout or written contract says otherwise, the new charge is not automatically reduced by unused time on the previous plan and the previous charge is not automatically refunded. Hyfens does not promise automatic proration or credit.
A plan change cannot transfer a promotion or entitlement to an ineligible plan. The authoritative catalog, contract snapshot, provider confirmation, and invoice determine the resulting price and access.
3. Reviewed exceptions
A customer may request a review when an exception may apply. Possible exception categories include a duplicate charge, Hyfens system or billing error, fraud or unauthorized payment, provider correction, a mandatory legal or consumer-protection requirement, or another exception expressly authorized by an appropriate billing owner.
Submitting a request does not approve or execute a refund. An authorized reviewer evaluates the payment evidence, subscription state, invoice, applicable contract, provider result, and legal requirements. Any approved refund is executed and reconciled through the configured payment-provider and ledger workflow.
4. Promotions
Promotional charges are ordinarily non-refundable, including where the customer cancels during a discounted period. A promotion does not create cash, account credit, a transferable balance, or a reusable code for unused discounted periods.
A promotional refund requires the same explicit exception review as any other refund and may require additional approval under the promotion’s recorded terms. A refund exception does not automatically restore a redemption, discount period, or future eligibility.
5. Payment disputes and mandatory rights
Contact Hyfens promptly through the authenticated billing workspace or support@hyfens.com with the workspace, invoice, and provider reference. Do not send card numbers, passwords, verification tokens, or secret credentials. Provider dispute and chargeback procedures may also apply.
Nothing in this policy removes a non-waivable statutory consumer right, provider-mandated correction, or a required remedy for an unauthorized or duplicate charge. The final approved terms may add jurisdiction-specific rights and deadlines.
6. Policy status
This page is the stable public location for the refund policy. The final published version, effective date, applicable plan or order terms, and approved exception workflow control. Policy changes do not rewrite historical invoices or silently restore promotion eligibility.