This Refund Policy explains how cancellations and refunds work for paid HeyFake plans. It forms part of, and should be read together with, our Terms of Service.
1. What you are buying
Paid HeyFake plans give you access to features of the Service — primarily access to our screenshot API with a monthly request quota, and video generation. You are paying for access to software functionality, not for any specific image, file or "proof". Plans, prices and what each plan includes are described on our pricing page.
2. Cancellation
You can cancel a subscription at any time from the customer portal (a link is available on your account page). When you cancel:
- future renewals stop immediately — you are not charged again;
- your paid access continues until the end of the period you have already paid for;
- after that period ends, your account reverts to the free tier.
We do not provide pro-rated refunds for the unused part of a billing period once it has started. One-time / lifetime purchases are not recurring and therefore have nothing to cancel.
3. When we do issue refunds
At our discretion, and in addition to your statutory rights, we will generally refund where:
- you were charged in error, charged twice, or charged after a valid cancellation;
- a sustained technical failure on our side prevented you from using a paid feature and we could not resolve it;
- you were charged for a renewal you can show you did not intend and you contact us promptly after the charge.
4. Your statutory rights
Nothing in this policy limits mandatory consumer-protection rights you may have under the laws of your country of residence — for example, the EU/UK statutory right to withdraw from certain purchases within 14 days. Where such rights apply, they take precedence over the rules above.
5. How refunds are processed (Merchant of Record)
Payments for HeyFake are processed by Creem (Creem.io) acting as our Merchant of Record. Creem is the seller of record for your purchase and handles billing, payments and taxes. Refunds, when granted, are issued back to your original payment method through Creem and may take several business days to appear, depending on your bank or card provider. Any chargeback or payment dispute is handled in line with Creem's buyer-protection process.
6. How to request a refund
Email [email protected] from the address associated with your account, including the approximate date of the charge and the reason. We aim to respond within a reasonable timeframe. You can also reach us via our contact page.