Refund Policy
This Refund Policy explains when and how you can get your money back for Hookni credit packs. It applies to packs paid in USD through Stripe and forms part of our Terms of Service.
1. Unused credits
You can request a refund for the unused credits of a pack within 14 days of the purchase. The refund is proportional to the unused part of the pack:
Refund = price paid for the pack × unused credits of the pack ÷ total credits in the pack
For example, if you used a pack for 3 of its 10 videos, you get 70% of its price back.
2. Credits spent on completed videos
Credits spent on videos that were processed and delivered to you are not refundable. The only exception is a technical failure on our side: if the video was not produced, or the file you received cannot be used, the credits for it are returned. A result that does not match your creative expectations is not a technical failure.
3. Failed videos
If a video fails because of an error on our side, the credits for it — or your free trial — are returned to your balance automatically. You do not need to ask for this.
4. Free and bonus credits
The free trial and any free, bonus or promotional credits have no cash value and are not refundable.
5. How to request a refund
Write to support@hookni.com and include:
- your Telegram username;
- the Stripe receipt, or the date and amount of the payment;
- the reason for the request, if you would like to share it.
6. Review and payment
We review requests within 10 business days. Approved refunds are paid back to the original payment method through Stripe; how quickly the money reaches your account depends on your bank. When a refund is made, the purchased credits of that payment are removed from your balance.
7. Telegram Stars
Payments made in Telegram Stars are refunded according to Telegram's rules.
8. Chargebacks
If something went wrong with a payment, please contact us before opening a dispute with your bank — we can usually solve the problem faster directly. If a payment is charged back, the credits bought with it are removed from your balance.
9. After the refund period
Purchased credits do not expire, so after the refund period you can keep using them for as long as you like. If we stop providing the paid Service, we will refund your unused purchased credits. Nothing in this Policy limits your statutory rights as a consumer.
10. Contact
Questions about refunds and payments: support@hookni.com.