Hiro packages are one-time purchases of assessment templates. Because each new account gets a free template to try Hiro first, refunds depend on how many templates from a package you have already activated.
1. 14 days from purchase
- No templates from the package activated — full refund.
- Some templates activated — refund for the unused templates, in proportion to the price you paid. For example, if you activated 4 of 12 templates, you get back 8/12 of the price.
- Templates you have already activated are not refundable.
2. How to ask for a refund
Payments for Hiro are processed by Dodo Payments Inc., our Merchant of Record for all orders. To ask for a refund, write to support@hirolab.app from the email you used at checkout and include your order number or the payment ID from your receipt. We issue the refund through Dodo Payments. The refund goes back to the payment method you used, usually within 5–10 business days after approval, including any tax you paid.
After a refund, the refunded templates are removed from your balance.
3. After 14 days
We do not give change-of-mind refunds after 14 days. If a problem on our side stopped you from using templates you paid for, write to support@hirolab.app at any time — we will replace them or refund them.
4. Misuse
We may refuse a refund where there is evidence of fraud, refund abuse or a breach of our Terms of Service.
5. Your legal rights
This policy does not limit rights you have under the law. Consumers in the EU, UK and some other countries may have a statutory right to withdraw from a purchase within 14 days. For digital services, this right can end once you have started using the service with your agreement.