Refund Policy

• Annual plans: 14-day full money-back on your first annual payment.
• Monthly plans: cancel any time — you keep access until the end of your paid month. No partial refund of the current month.
• Annual renewals (after the first year): non-refundable. You may downgrade or cancel before your next renewal.
• Refunds are processed within 5–10 business days to the original payment method.
• Promotional codes (e.g. WELCOME50) apply only to the first paid invoice and are non-refundable in cash.
• All prices are in AED, exclusive of any applicable UAE VAT (5%).

A refund is available if any of these apply within the eligibility window:

• You purchased an annual plan within the last 14 calendar days and request a refund.
• The platform was substantially unavailable to you (downtime > 24 hours in a billing cycle) and we could not restore service within a reasonable time.
• You were charged in error (duplicate billing, billing after a confirmed cancellation, or charged on the wrong plan).
• A core feature you specifically subscribed for was removed during your billing period.
• You can demonstrate that the Service materially failed to function as described in our public marketing materials at the time of purchase.

• Monthly subscriptions mid-cycle — cancel anytime, but the current month is not refunded.
• Annual renewals after the first 14 days have passed.
• Heavy usage of the platform before the refund request. As a guide, if more than 50% of your plan's monthly generation quota has been consumed, the refund may be declined or pro-rated at our discretion. This protects the platform from abuse and is consistent with Article 7 of UAE Federal Decree-Law 14/2023, which excludes refunds where the digital service has been substantially performed.
• Third-party costs we do not control — payment-processor fees, applicable taxes, mobile carrier charges, exchange-rate fluctuations.
• Free-tier accounts (no charge = nothing to refund).
• Promotional discounts and gift redemptions cannot be converted to cash.
• Add-on services purchased separately (e.g. one-off API tier upgrades for a single month) are non-refundable once consumed.

Two ways, both work:

1. Open Account, click Request refund, briefly explain why. We review and reply within 2 business days.
2. Email hello@hades.ae with the email you signed up with and the reason for the request.

If approved, the refund is issued to the original payment method (Stripe). Bank-side processing typically takes 5–10 business days. We send a confirmation email once the refund is initiated.

For edge cases — for example, you paid annual, used some of the Service, and want to stop — we may offer a fair pro-rated refund at our discretion. This is not automatic; please explain the situation in your request and we will respond promptly.

If you have a billing dispute, please contact us first — we resolve the majority of disputes within hours. Filing a chargeback without contacting us costs both sides processing fees (typically USD 15+ per dispute) and may result in your account being suspended while the dispute is investigated. Where we believe a chargeback was filed in bad faith (e.g. after substantial use), we may submit evidence and contest it.

Cancellation stops future renewals — you keep access until the end of your current paid period. Use the Manage subscription button in Account (it opens the Stripe-hosted billing portal).

Refund returns money already paid — limited to the cases described above.

Gift subscriptions (e.g. the buyer pays for a recipient's plan) are refundable to the buyer within 14 days of purchase, but only if the recipient has not yet redeemed the gift. Once redeemed, gifts are not refundable.

Promotional codes (e.g. WELCOME50 — 50% off first month, first-purchase-only) reduce the price of the first paid invoice and are not refundable in cash. If your first invoice is refunded, the discount value is not separately returned.

Where UAE VAT (5%) applies under Federal Decree-Law No. 8 of 2017, it is added at checkout and shown on the tax invoice issued by Stripe on our behalf. When a refund is processed, the VAT element is refunded together with the principal.

This Policy does not affect your statutory rights as a consumer under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection, its implementing regulation Cabinet Decision No. 66 of 2023, and Federal Decree-Law No. 14 of 2023 on Modern Technology Trade. If you believe your refund request was handled unfairly, you may escalate to the UAE Ministry of Economy's Consumer Protection Department via consumerrights.ae or call 600 522 225.

Please note that under Article 7 of UAE Federal Decree-Law 14/2023, digital services that have been started or substantially performed at the consumer's request are excluded from the standard cooling-off right. We voluntarily exceed this minimum by offering a 14-day money-back on the first annual payment.

This Refund Policy is governed by the laws of the United Arab Emirates. The courts of Ajman (and Ajman Free Zone where applicable) have exclusive jurisdiction, subject to your mandatory rights to bring a consumer claim before the consumer-protection forum in your UAE place of residence.

Refund questions: hello@hades.ae · Operated by Hades Trading FZE, Ajman Free Zone, United Arab Emirates.