Refund and Dispute Policy

Learn about our refund policy and dispute resolution process

Refund Policy Overview

Helle AI is committed to providing high-quality AI creation services. We understand that there may be situations where you need to request a refund. This policy details the conditions, procedures, and timeline for refunds. Please read this policy carefully before purchasing. Once you make a purchase, it indicates that you have read and agreed to all terms of this refund policy. We reserve the right to evaluate each refund request on a case-by-case basis and may require additional information to process your request.

Refundable Conditions

You can apply for a refund in the following situations: service is unavailable due to technical issues and not resolved within 48 hours, duplicate charges caused by system errors, unused balance within 7 days of purchase (deducting 10% handling fee), serious quality issues in generated content that cannot be resolved by regenerating, and unauthorized transactions (proof is required). Please note that fees for used services are generally non-refundable.

Non-refundable Cases

The following situations are not eligible for refunds: services that have been successfully used, subjective dissatisfaction with the generated results (AI generation is random, and results may vary depending on the prompts), issues caused by user errors, orders older than 30 days, accounts that violate the service terms, services purchased with promotional codes, and services purchased through third-party platforms.

Refund Application Process

To apply for a refund, please follow these steps: 1) Send a refund request to [email protected], with the subject line indicating refund application. 2) Provide order number, purchase date, refund reason, and relevant screenshots. 3) Wait 3-5 business days for review. 4) Receive the review result via email. 5) If approved, the refund will be processed to the original payment method within 7-14 business days. Please ensure to provide accurate and complete information to speed up the processing.

Refund Processing Time

Refund processing time depends on the payment method: Credit Card/Debit Card 7-14 business days, PayPal 3-5 business days, other payment methods 5-20 business days. The exact time for the refund to be credited depends on the processing speed of the bank or payment provider. The refund amount may vary slightly due to exchange rate fluctuations.

Partial Refund

Partial Refund /Time: Proportional Refund During Service Interruption, Refund Corresponding Fees for Quality Issues in Content, and Negotiate Solutions Based on Specific Circumstances. The Amount of Partial Refund Will Be Determined Based on Actual Usage and Severity of the Issue. We Reserve the Final Decision.

Dispute Resolution Process

In case of disputes, please follow the following process: 1) Contact customer support [email protected] to detail the issue. 2) If unresolved, escalate to [email protected]. 3) Submit a formal complaint, and we will respond within 15 working days. 4) If still unresolved, third-party mediation can be pursued. 5) Legal action as a last resort. We strongly recommend resolving the issue through communication first.

Chargeback and Refund

If you initiate a chargeback through a bank or payment provider, please note that the account may be suspended, we will provide transaction evidence, invalid chargebacks may incur fees (usually $15-$25), and malicious chargebacks may result in permanent account termination. We strongly recommend contacting customer service before initiating a chargeback, as most issues can be resolved through communication, avoiding unnecessary trouble and fees.

Cancel Subscription

Subscribed users can cancel their subscription at any time in the account settings. The cancellation will take effect at the end of the current billing cycle, and you can continue to use the service until it expires. Paid subscription fees are non-refundable. You can resubscribe at any time after cancellation, and prices may change. Account data will be retained for 30 days and may be deleted afterward, so please make sure to download the content you need before cancellation.

Special Case Handling

For special circumstances (such as medical emergencies, natural disasters, service termination, account theft, etc.), we will handle them at our discretion. Each special circumstance will be evaluated on a case-by-case basis. Please provide relevant proof to expedite the processing.

Policy Modification

We reserve the right to modify this policy at any time. Major changes will be notified to users 30 days in advance. Continued use of the service constitutes acceptance of the revised policy. We recommend reviewing this policy regularly. Last updated: January 1, 2025.

Contact Us

For refund requests or dispute resolution, please contact [email protected]. We commit to processing your request as soon as possible and maintaining transparency and fairness. Your satisfaction is our top priority.

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