All HILO payments are processed by Paddle.com Market Limited ("Paddle"), which acts as the Merchant of Record (legal seller) of your purchase. This means that refunds are also handled through Paddle, under the terms you accepted when you paid (Paddle's Buyer Terms).
We offer a full refund if you request it within 7 days of purchase, for:
After that 7-day period, a refund is not guaranteed, except in exceptional cases that we evaluate case by case (for example, a duplicate charge, or a serious technical failure on our side that prevented you from using the service).
If you buy HILO as a consumer in Brazil, the Código de Defesa do Consumidor (Law No. 8.078/1990) applies. Because the purchase is made online, you have a right of withdrawal (art. 49): you can withdraw within 7 days of the purchase, without having to give a reason, and receive a full refund to the same payment method. It applies to hilos packs and to subscriptions, and for packs without the condition of not having used the hilos: the exception for spent hilos (section 6) does not apply to this right.
If you have already used some of the hilos from the pack, we still refund the full amount. When we refund, we remove from your balance the hilos from that purchase that you have not yet used; what you already spent is not deducted from any other purchase, and your balance never goes negative. If the refund is for a subscription, the subscription is canceled.
To request it, write to us at hello@hiloup.com with the email you signed up with and the date of the purchase, as in section 3 (you do not need to explain the reason). This right applies because you buy from Brazil, not because of the language in which you read this page. The data you send us when you request a refund is handled under Brazil's General Data Protection Law (LGPD) and our Privacy Policy.
Write to us at hello@hiloup.com with:
We will review your request and reply within 2-3 business days. If it applies, we handle the refund through Paddle, which processes it to your original payment method.
You can cancel your Premium subscription at any time from the "Manage my subscription" panel inside Settings in the application. When you cancel:
When you sign up, you receive 100 hilos at no charge, once. They don't require a card, they don't expire, and they don't generate any charge or subscription: they are a starting balance so you can try the AI features.
Spent hilos are not refundable (except for the right of withdrawal of consumers in Brazil, explained in section 2). Each operation deducts the hilos that correspond to the work actually done by the model, and that consumption occurs even if the result is not what you expected: for example, if you search for a topic the document doesn't cover, the search was still performed and the hilos were spent.
If an operation fails because of a technical problem on our side and doesn't return any result, the reserved hilos are released automatically.