This policy forms part of our Terms of service and our Payment and billing terms. It applies to payments made to SuprHiro for paid plans and calling credits.
1. Summary
- Paid plans are bought one month at a time and never renew automatically — there is no subscription to cancel.
- You keep your plan until the end of the month you paid for.
- Payments are not refundable, except in the cases in section 4 — such as a duplicate charge, or a payment taken without your plan or credits being applied.
- Candidates never pay SuprHiro anything.
2. How to cancel
Because paid plans do not renew automatically, you cancel simply by not paying for another month — nothing further will be charged. If you want us to note the cancellation, or to close your workspace altogether, an admin can email hello@suprhiro.co from the workspace’s admin account.
3. What happens when you stop paying or close your workspace
- Your paid plan stays active until the end of the month you paid for.
- After that, the workspace may move to the Free plan’s limits. Your data is kept.
- If you ask us to close the workspace, you can export your data first from the Exports page, and ask us for a copy for 30 days after closure. After that we delete or anonymise it, as described in our Terms.
4. When we refund
We refund in full when:
- you were charged more than once for the same purchase;
- money left your account but the plan or credits were not applied to your workspace, and we cannot apply them;
- you were charged an amount different from the price shown at checkout;
- you were charged because of an error on our side; or
- the law requires a refund.
If we end or suspend the Service for reasons that are not your fault — for example we permanently withdraw a paid feature — we refund the unused part of the current month.
5. When we do not refund
- a month you have started, including if you stop using the Service part-way through;
- time left on a previous plan when you switch plans (see the Payment and billing terms);
- calling credits, used or unused, including a plan's monthly credits that ended with the month;
- a workspace suspended or closed for breaking our Acceptable use policy.
6. How to request a refund
Email hello@suprhiro.co within 30 days of the payment, from your workspace admin account, with:
- your workspace (company) name;
- the PayU transaction or payment reference, the date and the amount;
- what went wrong.
7. Timelines
- We acknowledge refund requests within 2 business days.
- We decide within 7 business days, and tell you the outcome by email.
- Approved refunds are returned through PayU to the original payment method. Once we issue a refund, banks usually take 5–7 business days to credit it, depending on the payment method.
8. Chargebacks
Please contact us before raising a dispute with your bank — most problems are faster to fix directly. If a chargeback is raised, we may pause paid features on the workspace while it is resolved.
9. Changes and contact
We may update this policy; the version in force when you paid applies to that payment. Questions: hello@suprhiro.co.