Refunds and the right of withdrawal

In short

• First subscription on your account. Ask within 14 days of your first payment, and we cancel it at once and refund it in full. This is our own promise to everyone, once per account.
• A later new subscription (consumers). If you are a consumer, the law gives you 14 days to withdraw from a new subscription. We cancel it at once and refund you, less a proportionate amount for the days you used if you asked for the service to start straight away.
• After 14 days, and for renewals. We do not refund. You can still cancel, and you keep access until the end of the period you have paid for.
• Free trial. The 7-day trial needs no card, so there is nothing to refund.

Our 14-day refund of your first subscription

If you subscribe to Hektro for the first time on an account, you can ask for the payment back within 14 days of the day you paid it. We then cancel your subscription at once and refund the whole amount you paid. We do not deduct a fee or an amount for the days you used Hektro. It does not matter whether you chose the monthly plan ($8.50) or the yearly plan ($85).

Conditions:

• The request must be sent to us within 14 days of your first payment on the account. The date on which you send your email counts.
• It applies to the first paid subscription on an account only. It does not apply to later renewal payments, or to a subscription you start later on the same account after cancelling.
• It applies once per account. This limit exists to stop repeated subscribe-and-refund cycles. It never limits your legal rights described below.
• It applies to everyone, consumers and businesses.

When we refund you, your access ends at once.

How to ask

Write to support@hektro.com from the email address of your account and say that you withdraw or want a refund. Once the withdraw button on your account page is available, you can use it instead. You do not need to give a reason. You may use the model form at the end of this page, but you do not have to.

We reply to confirm that we received your request.

Your legal right of withdrawal (consumers)

If you are a consumer in the European Union, the law gives you the right to withdraw from a distance contract within 14 days without giving any reason. This follows Directive 2011/83/EU on consumer rights, which Romania implemented by Government Emergency Ordinance 34/2014. It applies to our subscription as a contract for a digital service. Other countries, such as the other countries of the European Economic Area and the United Kingdom, have similar rules. If you live in one, or in any country that gives consumers a right of withdrawal, you keep the right your own law gives you.

You are a consumer if you buy Hektro for purposes that are mostly outside your trade, business, craft or profession.

How the legal right and our refund fit together

• First subscription. Our refund is the more generous of the two. You get everything back, with no deduction for the days you used. If you are a consumer, you may use our refund or your legal right, whichever you prefer.
• Later new subscription. If you are a consumer and you start a new subscription on an account that already had a first one, our own refund no longer applies. Your legal right still does. You can withdraw within 14 days. We cancel the subscription at once and refund you.
• Deduction for days used. If you asked for Hektro to start during the 14 days, we keep an amount proportionate to what you had already received until you told us you were withdrawing, compared with the full plan. If you did not clearly ask us to start the service during that time, we deduct nothing.
• No waiver. We do not ask you to give up your right of withdrawal at checkout.
• Your rights cannot be removed. The limits of our refund (first subscription, once per account) never limit your legal right.

The time limit

The 14 days start on the day the subscription contract is concluded, which is when you complete checkout and your payment is accepted. You keep to the time limit if you send your notice before the 14 days end. Any clear statement is enough: an email to support@hektro.com, the withdraw button on your account page once it is available, or the model form below.

If the law gives you a longer period, for example because we did not give you required information, the longer period applies.

What happens after you withdraw

We confirm that we received your notice. We cancel the subscription at once. We refund the payment without undue delay, and in any case within 14 days of the day we are told of your decision, less the deduction described above, if it applies.

Cancelling at any time

You can cancel your subscription whenever you want. Use the Stripe customer portal, which you reach from your account page. If you cannot use the portal, write to support@hektro.com.

When you cancel:

• your plan does not renew;
• you can use Hektro until the end of the period you have paid for;
• we do not refund the part of the period that you did not use, except in the cases described on this page, in our Terms of Service, or where the law gives you a refund.

Cancelling is not the same as withdrawing. Cancelling stops future payments, and your access runs to the end of the paid period. Withdrawing, or asking for the 14-day refund, ends the contract at once and gets your payment back. Deleting your account ends your access right away.

After 14 days, and renewals

After the 14 days, we do not refund a subscription payment. A renewal payment is not refunded pro rata. This means that if you forget to cancel before the plan renews, we do not refund the days you did not use.

There are exceptions. We refund where our Terms of Service say so (a change to the service that harms you, or us ending your access when it is not your fault), and where the law gives you a refund. Your legal rights, such as the guarantee of conformity of digital services, stay in force for renewals as well.

If a price change applies at a renewal, we tell you before it, as set out in our Terms of Service.

The free trial

The 7-day trial needs no payment card, and we take no payment during or at the end of it. There is nothing to refund. If you decide to subscribe, the rules above apply to your first payment.

How we pay you back

• We refund through Stripe, to the payment method that you used to pay.
• We refund in US dollars, the currency of the payment. Your bank or card issuer may show a different amount if it converts currencies. That conversion is theirs, not ours.
• For a withdrawal, we pay you back without undue delay and within 14 days of the day we are told of your decision. For our 14-day refund, we pay you back within 14 days of your request. After we send the refund, your bank may need a few more days to show it.
• We do not charge a fee for a refund.

If you do not receive the refund, write to support@hektro.com.

Complaints

If you are not satisfied, write to support@hektro.com or call +40 774 604 273 (the line is not always answered; email is the fastest way). If you are a consumer, you can also use the alternative dispute resolution service of ANPC. The details are in our Terms of Service and on our legal notice page.

Model withdrawal form

Use this form only if you want to withdraw from the contract. You do not have to use it. You can send a clear statement in another way.

To: HIDROGENONE S.R.L., Str. Ștefan cel Mare nr. 141, sat Răcăciuni, com. Răcăciuni, jud. Bacău, 607480, Romania, email support@hektro.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service (*):

Hektro subscription (monthly / yearly) (*)

Ordered on (*) / received on (*): ____

Name of consumer(s): ____

Address of consumer(s): ____

Email address of your Hektro account: ____

Signature of consumer(s) (only if this form is notified on paper): ____

Date: ____

(*) Delete as appropriate.