Refund Policy

G HYPERİON YAZILIM TİCARET LİMİTED ŞİRKETİ ("Hyperion," "we," "us," or "our") is committed to customer satisfaction. This Refund Policy explains how refunds are handled for our AI voice agent platform and prepaid credit purchases.

Our services operate on a pay-as-you-go credit model. You purchase credits in advance and usage is deducted from your balance as calls are made. This policy covers refund eligibility, the refund process, and exceptions.

Credits purchased through our platform are generally non-refundable once added to your account balance. However, we offer refunds in the following circumstances:

- **Unused credits within 14 days**: If you request a refund within 14 days of purchase and have not used more than 10% of the purchased credits, we will issue a full refund of the unused portion. - **Service unavailability**: If our platform experiences extended downtime (more than 24 consecutive hours) that prevents you from using your credits, we will credit your account proportionally or issue a refund upon request. - **Billing errors**: If you were charged incorrectly due to a system error, we will issue a full refund of the overcharged amount within 5 business days.

If you have auto-recharge enabled and wish to dispute an automatic charge:

- You may request a refund for any auto-recharge transaction within 7 days of the charge, provided the associated credits have not been substantially consumed (less than 25% used). - To prevent future auto-recharge charges, disable the auto-recharge feature in your dashboard settings before requesting a refund. - We recommend adjusting your auto-recharge threshold and amount settings rather than requesting refunds for recurring charges.

The following are not eligible for refunds:

- Credits that have already been consumed through call usage - Bonus credits received as part of a promotional offer or volume purchase - Credits purchased more than 14 days ago (unless covered by service unavailability or billing error provisions) - Account setup fees or one-time configuration charges (if applicable) - Credits transferred between tenant accounts

To request a refund, please follow these steps:

1. **Contact Support**: Email us at support@hyperion.ai or use the contact form on our website. Include your account email, the transaction ID (available in your billing dashboard), and the reason for the refund request. 2. **Review Period**: We will review your request within 2 business days and respond with a decision. 3. **Processing**: Approved refunds are processed within 5-10 business days. Refunds are returned to the original payment method used for the purchase. 4. **Confirmation**: You will receive an email confirmation once the refund has been processed.

For Paddle-processed payments, refund timelines may vary depending on your payment provider and bank.

Free trial credits provided upon account creation are not eligible for cash refunds. Trial credits are provided at no cost for evaluation purposes and expire after 30 days if unused. If you are unsatisfied with the service during your trial period, simply stop using the platform — no charges will be incurred.

We encourage you to contact us directly before initiating a chargeback with your payment provider. We are committed to resolving billing disputes fairly and promptly.

If a chargeback is filed, we reserve the right to suspend your account until the dispute is resolved. Accounts with repeated unresolved chargebacks may be permanently suspended.

If you have questions about this Refund Policy or need to request a refund, please contact us:

- **Email**: support@hyperion.ai - **Website**: hyperion.ai/contact - **Response Time**: Within 2 business days

We value your business and will work to resolve any billing concerns promptly and fairly.