Refund Policy

1. Who sells and who refunds

Once plans can be bought online, a plan bought online outside Vietnam will be bought through Paddle.com, our online reseller. Paddle will be the Merchant of Record for those orders: you buy from Paddle, Paddle takes the payment and sends the receipt, and Paddle makes the refund. No purchase is made through Paddle today.

Paddle has a refund policy of its own for buyers, at www.paddle.com/legal/refund-policy. It says that where the law or the supplier of a product gives a buyer more rights, the highest level of rights applies. We are the supplier, and this page states the rights we give.

The Enterprise plan is not bought online and is not sold through Paddle. It is agreed directly with us in a separate written agreement, and that agreement has its own terms for payment and refunds. This policy does not apply to it. Neither this policy nor such an agreement limits the rights that mandatory law gives you.

2. First payment for a paid plan

The first payment a workspace makes for a paid plan, with monthly or annual billing, is refunded in full if both of these are true:

• you ask within 14 days of the payment;
• the workspace has used at most 10 paid credits.

Paid credits are the credits of the paid plan. Credits of the free trial are not counted: they lapse when a plan is bought, as section 6 of the Terms of Use says.

If more than 14 days have passed, or the workspace has used more than 10 paid credits, this policy gives no refund of that payment. Section 5 still applies.

3. Renewals and cancellation

A renewal payment is not refunded, except where the law requires it.

You can cancel a subscription at any time. It stays active until the end of the period already paid for, and it is not renewed after that.

Cancelling stops the next renewal. It does not refund the period already paid for, unless section 2 applies.

4. Credits and credit packs

A refund under this policy is the refund of a payment. Single lookups, and the credits they used, are not refunded one by one.

Credit packs are not sold at present. When they are sold, a pack from which no credit has been used is refunded if you ask within 14 days of buying it. A pack from which a credit has been used is not refunded, except where the law requires it.

5. Where the law gives you more

Where consumer law or another mandatory law gives you more than this policy does, the law applies. Nothing in this policy limits the rights you have under it.

6. How to ask for a refund

For a purchase made through Paddle, use any of these:

• the support link in the receipt e-mail that Paddle sent for the purchase;
• Paddle's buyer support at paddle.net;
• an e-mail to us at contact@htspilot.com, with the e-mail address used for the purchase and the order number on the receipt.

Refunds are processed by Paddle, as the seller of record. A refund is paid to the payment method used for the purchase, where that is possible.

Paddle's policy says that refunds are not issued where there is evidence of fraud, refund abuse or other manipulative behaviour.

Paddle's refund policy also says that when you receive a refund, access to the product it paid for ends. Here the product is the paid plan or the pack.

7. Chargebacks and payment disputes

If a charge looks wrong to you, please write to us or to Paddle before you ask your bank or card issuer to reverse it. We can then look at the payment and refund what this policy allows.

A dispute opened with a bank or card issuer is examined by Paddle and the bank. Paddle's refund policy says that access to the product may be temporarily suspended while a chargeback or payment reversal is reviewed, and that this does not affect your lawful rights to dispute a charge.

8. Purchases in Vietnam

Paid plans cannot be bought online from Vietnam yet. This policy will state how online purchases in Vietnam are paid and refunded when that route opens.

9. Changes to this policy

We may change this policy. When we do, the date of the last update is shown at the top of this page. The version in effect on the day of a purchase applies to that purchase.

10. Contact

HTS Pilot. Questions about a refund or about the product: contact@htspilot.com.