Refund & Cancellation Policy

This policy explains the cancellation and refund terms for HeppChat subscriptions, AI message credits and add-ons. It forms an integral part of our Terms of Service.

1. Summary

2. Free trial

New accounts start with a 14-day free trial. A payment card is required to start the trial, but your card is not charged during the trial period.

• Cancel before the trial ends and you pay nothing — no refund request is needed.
• When the trial expires, the subscription starts automatically on the plan you selected and the first charge is taken that day.
• We send an email reminder before the trial ends.

You can cancel in a few clicks from Settings › Billing in the app; you do not need to contact us.

3. Subscription cancellation and refunds

You may cancel your subscription at any time. Cancellation takes effect at the end of the period you have already paid for: you keep access until then, and no further renewal is charged.

• First payment: request a refund within 14 days of your first paid invoice and we refund it in full, without asking for a reason.
• Renewal payments: if you were charged for a renewal you did not intend, we refund it in full provided you contact us within 7 days of the renewal and have not used the service in that period.
• Downgrades: when you move to a lower plan the price difference is not refunded; the new price applies from the next billing period.

4. AI message credits

Credit packs are one-time purchases that are consumed as you use them. If you request a refund within 14 days of purchase, we refund the value of the credits that are still unspent at that moment. Spent credits cannot be refunded, because the corresponding cost has been paid to the AI provider and the service has already been delivered.

Your remaining credit balance is always visible under Settings › Billing, and the refund amount is calculated from that balance.

5. Add-ons and one-time purchases

Add-ons purchased through the Marketplace have a 14-day refund window. If you have not used the add-on at all, we refund it in full. Once usage has started — for example an image has been generated or a broadcast has been sent — the purchase is no longer refundable.

Add-ons billed monthly follow the subscription rules: on cancellation they remain usable until the end of the period already paid for.

6. What is not refundable

• Requests made after the windows set out above have passed.
• Accounts suspended or terminated for breach of the Terms of Service.
• Meta's per-conversation fees and other third-party charges — these are billed directly to your own Meta account, are not collected by HeppChat and cannot be refunded by HeppChat.
• Loss of use caused by Meta or WhatsApp restricting your channel access under their own policies.
• Services actually consumed, such as spent credits, broadcasts already sent or images already generated.

7. How to request a refund

1. 1Email destek@heppchat.com. Sending the request from your account's registered email address speeds things up.
2. 2Include your order number or payment receipt, your store code, and a brief reason for the request.
3. 3We respond within 5 business days.
4. 4Approved refunds are returned to the card or original payment method used for the purchase.

If you only want to cancel, there is no need to write to us: Settings › Billing › Cancel subscription in the app is enough.

8. Payments and refund timing

HeppChat payments are processed by Lemon Squeezy, which acts as the Merchant of Record for our sales; its name may appear on your invoice and card statement. Your card details are held by Lemon Squeezy and are never stored on HeppChat servers.

Approved refunds are processed through Lemon Squeezy. Depending on your bank, the amount typically appears on your statement within 5–10 business days. This timing depends on the banks involved and is outside HeppChat's control.

9. Consumer rights

HeppChat is a service offered to businesses. Where you purchase it as a consumer, your rights under Turkish Law No. 6502 on Consumer Protection and the Distance Contracts Regulation remain reserved.

Under Article 15 of that Regulation, there is generally no right of withdrawal for services performed instantly in electronic form. The 14-day refund window described above is nevertheless offered voluntarily, and goes beyond what the legislation requires.

For questions about this policy, reach us through our contact page or by email.