Refund & Cancellation Policy

Summary at a Glance

New Subscription Refunds

If you subscribe to any PAL plan for the first time, you may request a full refund within 14 days of your initial charge, provided you have not consumed more than 20% of your monthly PCU allowance during that period.

To request a refund, email billing@heyxio.com with your account email and the reason for your request. We will process eligible refunds within 5–10 business days. Refunds are returned to the original payment method.

Renewal Charges

Subscriptions renew automatically at the start of each new billing period. Renewal charges are generally non-refundable once the billing period has begun and the platform has been accessed.

If you believe a renewal charge was made in error — for example, if you cancelled before the renewal date and were charged anyway — contact us within 7 days and we will investigate and issue a refund if the charge was made in error.

How to Cancel Your Subscription

You can cancel your subscription at any time from your account settings. Cancellation is immediate and takes effect at the end of your current billing period — you will not be charged again after cancellation, and you retain full access until the period you have paid for ends.

You will not receive a pro-rated refund for unused days remaining in your current billing period, except within the 14-day new subscription refund window described above.

If you are unable to cancel via your account settings, email billing@heyxio.com and we will process the cancellation within 1 business day.

PAYG Top-Up Credits (PCUs)

Pay-as-you-go PCU top-ups are one-time purchases and do not expire. Unused PCUs carry forward indefinitely while your account is active.

PAYG purchases are non-refundable once any PCUs from the top-up have been consumed. If a top-up was purchased in error and no PCUs have been used from it, contact us within 48 hours and we will issue a refund.

Plan Upgrades and Downgrades

When you upgrade your plan mid-cycle, you will be charged a pro-rated amount for the remainder of your current billing period at the new plan rate. This charge is non-refundable.

When you downgrade your plan, the change takes effect at the start of your next billing period. You are not entitled to a refund for the difference in price for the current period.

Service Outages and Failures

If Heyxio experiences a material service outage that prevents you from accessing the platform for an extended period (more than 24 consecutive hours in a billing month), you may be entitled to a pro-rated credit for the affected period.

Credits are applied to your next billing cycle and are not paid out as cash refunds. To request a credit, contact us at billing@heyxio.com with details of the outage you experienced.

Consumer Rights

If you are a consumer (not purchasing in the course of a business), you may have additional rights under the Consumer Rights Act 2015 and related legislation. Where our policy provides fewer rights than applicable consumer law, your statutory rights take precedence.

For digital services, the right to cancel under the Consumer Contracts Regulations 2013 may apply within 14 days of purchase. However, if you have accessed the service, you may lose this right in whole or in part. Please contact us to discuss your specific situation.

Payment Processing

All payments are processed by Paddle, our Merchant of Record. Paddle appears on your bank statement as the charging entity. If you have a query about a charge that you cannot resolve through us, you may also contact Paddle directly via paddle.com.

Contact Us

For any refund or billing queries, please reach out: