Refund Policy

The short version

There is no money-back guarantee. Once a payment is made it is not refunded, whether or not you use the plan after it. The free thirty minutes exist so that you can find out whether the product works for you before you pay.

That includes a renewal you forgot to cancel. A subscription renews until you cancel it, and a period that renewed because you did not is charged and kept, even if no session was started in it.

The one exception is a charge that should never have happened because of an error on our side, such as a double charge. That we put right.

Every refund is issued by us through Stripe, back to the payment method you paid with. Writing to us is all it takes.

Who is refunding you

HackOffer is run by one person, resident in Poland, as a registered sole trader, rather than by a company, and support@hackoffer.com reaches them directly. We are the seller named on your invoice; Stripe processes the payment for us and is the channel a refund travels back through, to the card or account you paid with.

So there is one place to ask, and it is us. We can see what happened on your account and in Stripe, and we issue the refund ourselves.

What you can try before paying

The free tier takes no card. It is thirty minutes of session time, granted once, plus any time earned by inviting friends, and it is what a subscriber gets except for the system-design whiteboard: every model, every document, no shorter sitting than a paid plan gets. It exists so that the one question that matters — whether reading an answer while someone is talking to you actually works for you — is answered before any money moves.

A paid plan may be offered with a free trial. It is one per account and decided at checkout; if you have subscribed before, the trial is not offered again. A trial becomes a paid subscription at the end of its term unless you cancel before then, and the checkout says the date. That first payment is a purchase like any other: it is not refunded because the trial was forgotten, or because the plan went unused after it.

A paid plan may instead be offered at an introductory price for its first billing period, on the same terms: one per account, decided at checkout, and not offered again to an account that has subscribed before. The checkout states the introductory amount and the full price the plan renews at, and the renewal at full price is not a new purchase for the purposes of this page.

This is the reason a payment is not refunded: the product can be found out before it is paid for, and a refund on top of that would be a second trial paid for by everyone else.

Cancelling

Cancel at any time from the billing page. Cancellation takes effect at the end of the period you have already paid for, and you keep your plan until then. We do not refund the remainder of a period you cancel in.

That is true of every billing period the plan is sold on. A week cancelled on its second day runs to the seventh; a month runs to the end of the month; a year runs to the end of the year. If you are choosing between them, the shorter one is the safer bet until you know how much you will use.

Cancelling is the only thing that stops a renewal, and it is yours to do. Not using the plan does not cancel it, and neither does deleting the app or signing out. A period that renewed before you cancelled is charged and not refunded, used or not; cancel then, and it runs to its end like any other.

Cancelling deletes nothing. Your sessions and documents stay until you remove them or their retention window runs out, and if you come back later the account is where you left it, on the free tier.

When a charge was our mistake

A payment comes back only when it should never have been taken, because of an error on our side. There are two such cases.

You were charged twice for the same period. Ask and the duplicate comes back in full; there is nothing to decide.

A cancellation you made in time did not take, and a renewal went through that should not have. Tell us the date you cancelled and we will check; if the cancellation was made before the renewal, the renewal comes back in full.

What we do not refund: a plan you bought and did not use, a renewal you forgot to cancel, a period you used and then changed your mind about, an answer that turned out to be wrong, an interview or assessment that did not go the way you hoped, or a session that could not hear the call because of your own audio hardware, network or meeting software. The last of those we will help you fix instead; write to us before the next call rather than after it.

If you are not sure which side of this line your case falls on, ask and say what happened. You will get a straight answer either way.

Plan changes and failed payments

Changing plan or billing period takes effect on your subscription straight away and is settled pro rata by Stripe. A move to a longer period is charged immediately for the difference; a move to a shorter one credits the unused time against your next invoice rather than refunding it as money.

If a payment fails, Stripe retries the charge for a while and your plan keeps working throughout. Nothing is refunded during that time because nothing has been paid, and if the payment is never recovered the subscription simply ends.

How to ask, and what happens next

Write to support@hackoffer.com from the email address on your account, and say what happened. The invoice number from the Stripe receipt helps; the date and amount are enough if you cannot find it. We reply within a few days, usually sooner, and we tell you what we decided rather than leaving you to notice from your statement.

A refund goes back to the payment method you used, never anywhere else. We issue it as soon as it is agreed; how long it takes to appear depends on your bank or card issuer, and is usually between five and ten business days.

A refunded period is one you no longer hold. When a payment comes back, the subscription it paid for is cancelled with it and the account returns to the free tier from that point.

If you dispute a charge with your bank instead of writing to us, the dispute goes through your bank’s chargeback process rather than through this page, and that takes weeks where a message to us takes days. Ask us first.

When a payment made by a friend someone invited is refunded, in full or in part, or disputed, the invite time that payment earned the inviter goes with it: whatever of it they have not yet used is taken back, as the Terms describe. The refund itself is decided and paid exactly as it would be otherwise.

Closing your account

Closing your account cancels any subscription immediately and deletes your data. It is not a refund request, and the period you paid for is not refunded because the account was closed early. If you are reporting a charge that was our mistake, write to us first and close the account when it is settled.

Changes and contact

This page is part of the Terms of Service and is governed by the same law. Where the two say different things about a refund, this page is the one that governs.

We may change it. The date at the top always states when it last changed, and a change never applies to a payment made before it.

Questions go to support@hackoffer.com.