Refund Policy

Last updated: January 22, 2026

1. Overview

This Refund Policy explains how refunds work for credit purchases on HELIAN. We aim to be fair and transparent in all refund situations.

2. Credit Purchases

2.1 Nature of Credits

Credits are digital goods used to access HELIAN services. Once credits are used (consumed for scans, AI generations, etc.), they cannot be refunded.

2.2 Unused Credits

Unused credits may be eligible for refund under certain conditions outlined below.

3. Refund Eligibility

3.1 Full Refund Eligible

You may receive a full refund if:

  • Technical Failure: You purchased credits but our system failed to credit your account, and our support team cannot resolve the issue
  • Duplicate Purchase: You were accidentally charged twice for the same transaction
  • Service Unavailability: The service was unavailable for an extended period (more than 7 consecutive days) and you couldn't use your credits

3.2 Partial Refund Eligible

You may receive a partial refund for unused credits if:

  • You request a refund within 14 days of purchase
  • Less than 20% of purchased credits have been used
  • Your account is in good standing (no policy violations)

3.3 Non-Refundable

Refunds are NOT available for:

  • Credits that have been used (consumed for any service)
  • Promotional or bonus credits (given free as part of promotions)
  • Purchases made more than 30 days ago
  • Accounts terminated for policy violations
  • Dissatisfaction with scan results or AI-generated content (as these are subjective)

4. Refund Process

4.1 How to Request a Refund

  1. Email us at [email protected] with subject "Refund Request"
  2. Include your account email and transaction details
  3. Explain the reason for your refund request
  4. Our team will review and respond within 3-5 business days

4.2 Refund Processing Time

  • Review: 3-5 business days
  • Processing: Once approved, 5-10 business days
  • Bank Processing: Additional 3-7 business days depending on your bank

4.3 Refund Method

Refunds are issued to the original payment method used for the purchase.

5. Account Closure Refunds

If you choose to close your account:

  • You may request a refund for unused purchased credits (within 30 days of purchase)
  • Promotional and bonus credits are forfeited
  • Partial credit amounts may be rounded down

6. Chargebacks

If you initiate a chargeback through your bank instead of contacting us:

  • Your account will be immediately suspended
  • We reserve the right to dispute the chargeback
  • Your account may be permanently banned

We encourage you to contact us first as we're committed to resolving issues fairly.

7. Special Circumstances

We understand that special situations arise. If your case doesn't fit the criteria above but you believe a refund is warranted, please contact us. We review such cases individually.

8. Contact Information

For refund requests or billing questions:

Questions?

If you have any questions about this policy, please contact us.

[email protected]