1. Overview
This Refund Policy explains how billing works for HemLead's paid plans, and when a refund applies. It's part of, and should be read alongside, our Terms & Conditions — where this policy and the Terms conflict, the more specific terms here on billing control.
The short version: your first 14 days are free and nothing is charged automatically, so there's nothing to refund during the trial. Once you're on a paid plan, subscriptions are billed in advance and we don't refund partial billing periods already paid — except where required by law, or where we made a billing error.
2. Free trial — nothing to refund
Every new account gets a 14-day free trial of the Essential plan, with no card required up front. Nothing is billed unless you actively choose and pay for a plan at the end of the trial, so there's no charge to refund during those 14 days. If you decide HemLead isn't right for you, simply don't select a paid plan — your account won't be charged.
3. Paid subscriptions
- Paid plans (Essential and Enterprise) are billed in advance on a recurring basis — monthly, or as otherwise stated at checkout — for the upcoming billing period.
- You can cancel at any time from your account settings. Cancelling stops future billing, but we don't offer refunds — full or prorated — for the remainder of a billing period you've already paid for. Your plan stays active until the end of that period.
- We don't offer refunds for a change of mind, low usage, or a team member forgetting to cancel before renewal — the free trial exists precisely so you can evaluate HemLead before any card is charged.
- Where applicable law in your jurisdiction grants you a statutory right to a refund or cooling-off period that this policy doesn't otherwise provide, that right applies in addition to this policy.
4. Duplicate or erroneous charges
If you're charged in error — for example, billed twice for the same period, charged after a cancellation that should have taken effect, or charged an amount that doesn't match your plan — contact us within 30 days of the charge and we'll investigate and refund any amount confirmed to be a billing error, in full.
5. Add-ons and seats
Additional user seats and paid add-ons (such as telephony) are billed on the same cycle as your base plan and follow the same policy above: cancelling or removing a seat/add-on stops future charges for it, but doesn't refund the portion of the current period already paid.
6. White Label plans
White Label plans are priced individually and governed by the specific terms agreed at the time of signup, including any refund terms set out in that agreement. Where no specific refund terms were agreed, the policy above applies.
7. How to request a refund
To request a refund for a billing error, email support@hemlead.com or use our contact page with your account email and the date of the charge in question. We aim to respond within 2 business days. Approved refunds are returned to the original payment method and may take 5–10 business days to appear, depending on your bank or card issuer.
8. Changes to this policy
We may update this Refund Policy from time to time. If we make a material change, we'll update the effective date above and, where appropriate, notify active subscribers.
9. Contact us
Questions about a charge or this policy? Reach Adstime (GSTIN: 09AVVPY9693B1ZE) at support@hemlead.com or via our contact page.