This Refund & Cancellation Policy ("Policy") explains how subscriptions, cancellations, and refunds work for HairLo ("HairLo", "we", "us", or "our") and our AI hair visualization tool and related services (collectively, the "Services"). By purchasing or using a paid plan, you agree to this Policy.
Our paid plans are billed as recurring monthly subscriptions. You can cancel at any time, and your subscription stays active until the end of the period you already paid for. Because the Services are digital and delivered immediately, we generally do not provide refunds for partial billing periods, but we review first-time and good-faith requests case by case.
1. Subscriptions and Billing
Paid HairLo plans are sold as recurring subscriptions. Unless stated otherwise at checkout, subscriptions are billed monthly in advance and renew automatically at the start of each billing period using your selected payment method, until you cancel. The price and billing interval shown at checkout apply to your subscription. Applicable taxes may be added and are determined by our payment provider.
2. Cancellation
You can cancel your subscription at any time. When you cancel:
- Your plan remains active until the end of the current paid billing period.
- You will not be charged for any subsequent billing period.
- Cancelling stops future renewals; it does not, by itself, generate a refund for the current period.
To cancel, use the subscription-management or billing link included in your purchase receipt, your account settings, or contact us using the details in Section 9.
3. Refund Eligibility
Because the Services are digital goods delivered immediately, all sales are generally final. However, we want customers to be treated fairly, so we consider refunds in the following situations:
- First-time subscriptions: If you are dissatisfied with your first subscription payment, you may request a refund within 14 days of that initial charge.
- Duplicate or accidental charges: If you were charged more than once in error, or charged after a valid cancellation, we will refund the incorrect amount.
- Service failure: If a technical problem on our side prevented you from using a core feature and we were unable to resolve it in a reasonable time, we will review a refund on a case-by-case basis.
Renewal charges after the first billing period are generally non-refundable, since you can cancel at any time before a renewal to avoid the next charge.
4. How to Request a Refund
To request a refund, contact us using the details in Section 9 and include: the email address used for the purchase, the approximate date of the charge, and a brief description of the reason. We aim to respond within a few business days. Approved refunds are issued to the original payment method; the time for funds to appear depends on your bank or card issuer.
5. Non-Refundable Items
- Partial or unused portions of a billing period after the first 14 days.
- Renewal charges where no cancellation was made before the renewal date.
- Fees where our terms have been violated or the Services have been misused.
6. Payment Processing and Reseller
Payments for the Services may be processed by a third-party payment provider or reseller acting as the merchant of record on our behalf. In those cases, the provider handles billing, receipts, and payment support, and its own terms and refund handling may also apply to your transaction. Where the provider is the merchant of record, refund requests may be processed through them; contacting us is still the fastest way to start the process and we will coordinate as needed.
7. Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without contacting us may result in suspension of your access while the dispute is reviewed.
8. Changes to This Policy
We may update this Policy from time to time. Changes take effect when the updated Policy is posted, and the "Last updated" date below will reflect the revision. Your continued use of the Services after an update means you accept the revised Policy.
9. Contact Us
If you have questions about this Policy or want to request a refund or cancellation, contact us at support@hairloai.com or through our contact page. Please include the email address associated with your purchase so we can assist you faster.