Last updated · 22 April 2026
Refund & Cancellation
Short version
HeyFloe is a digital subscription service that consumes AI compute on every action. Once floe () has been spent on AI generation, the underlying cost to us is already incurred, so floe and subscription payments are generally non-refundable. We make narrow exceptions for the cases listed below.
When we issue refunds
We will issue a refund in the following cases:
- Wrongful or duplicate charge — if our system double-charges you for the same subscription period or top-up, we'll refund the extra charge within 7 working days of confirmation.
- Charged but not delivered — if payment was captured but no floe was credited to your account (confirmed failed transaction on our side), we'll refund the full amount.
- Unauthorised charge — if you can show the charge was made without your permission (e.g., stolen card), we'll work with Razorpay to process a chargeback.
- Service completely unavailable — if HeyFloe is unusable (platform-wide outage) for more than 72 consecutive hours within a billing period, we may at our discretion pro-rate a refund.
When we don't issue refunds
- Used floe. Once floe has been spent on an AI generation (ideate, generate image, generate video, etc.), the cost is non-reversible. This includes outputs you didn't like, outputs that failed quality expectations, or outputs you chose to regenerate.
- Unused floe in a subscription period. Floe included with a subscription expires at the end of the billing period (use it or lose it). We don't refund expired floe.
- Change of mind / buyer's remorse. Subscriptions, once paid, are not refundable for the current billing period.
- Mid-cycle cancellation. If you cancel partway through a billing period, your subscription stays active (with floe usable) until the period ends. We do not pro-rate refunds.
- Account suspension for terms violation. If we suspend or terminate your account for violating our Terms of Service, no refund is due for any unused floe or unused subscription period.
- Dissatisfaction with AI output. AI models are probabilistic and don't always produce your desired result. We provide tools to retry, re-describe, and regenerate, but we don't refund floe spent on outputs you didn't like.
How to cancel
You can cancel your subscription anytime:
- From your account settings inside HeyFloe.
- By emailing hello@heyfloe.ai from the address registered to your account.
Cancellation takes effect at the end of your current billing period. You keep access and your remaining floe until that period ends. After that, your account reverts to browse-only (no new AI actions); your content and history stay available.
How to request a refund
Email hello@heyfloe.ai from the email registered to your account. Include the payment date, the amount, and the Razorpay transaction ID (from your payment confirmation email). We'll acknowledge your request within 2 working days and resolve it within 7 working days. Approved refunds are issued to the original payment method.
Processing time
Once approved, refunds typically reach your bank or card within 5–10 working days, depending on your bank and Razorpay's processing schedule. For UPI, refunds are usually faster (1–3 days).
Chargebacks
If you dispute a charge directly with your bank (chargeback) instead of contacting us, we reserve the right to suspend your account pending investigation. We'd much rather resolve it via email first — most chargeable disputes are legitimate payment issues we can refund without involving the bank.
Questions
Anything we didn't cover? hello@heyfloe.ai. We read every message.