Refund & Cancellation Policy #

Last updated: 2 March 2026
Legal Entity: Hay Labs LDA ("Hay", "we", "us", "our")

This policy applies to all paid subscriptions to the hosted Hay platform. It supplements our Terms of Service and, in the event of a conflict, this policy prevails (per Section 16 of the Terms).

1) 30-Day Money-Back Guarantee #

New customers may request a full refund within 30 days of their first subscription payment, subject to the Fair Usage Conditions below.

To request a refund, email [email protected] from the account owner's registered email address. Approved refunds are processed to the original payment method within 10 business days.

Fair Usage Conditions #

The 30-day money-back guarantee is available provided all of the following are met:

First subscription only. The guarantee applies to the Customer's first-ever paid subscription with Hay. It cannot be claimed more than once per organization, regardless of plan changes or new accounts.
Usage threshold. During the refund period, the Customer must not have consumed more than 25% of the plan's included resolutions (e.g., 125 resolutions on the Solo plan, 500 on Starter).
Good standing. The Customer's account must not have been suspended or flagged for violations of our Acceptable Use Policy.
No abuse. The guarantee may not be used in connection with fraudulent activity, chargebacks, or repeated sign-up-and-cancel patterns across related accounts.

If the fair usage conditions are not met, we reserve the right to decline the refund request or offer a partial refund at our discretion.

2) Monthly Plan Cancellation (After 30 Days) #

Customers on a monthly plan who cancel after the 30-day guarantee period:

Will not receive a refund for the current billing cycle.
Retain full access to the Service until the end of the current paid period.
Will not be charged again once the current period ends.

To cancel, use the billing settings in your dashboard or contact us at [email protected].

3) Annual Plan Early Termination #

Customers on an annual plan who wish to cancel before the end of their commitment:

An early termination fee of 10% of the remaining contract value applies. The remaining contract value is calculated as the monthly equivalent rate multiplied by the number of full months left in the annual term.
After the fee is deducted, the remaining balance is refunded to the original payment method within 10 business days.
Access to the Service continues until the end of the current paid month.

Example: A customer on the Starter annual plan (€135/month × 12 = €1,620/year) cancels after 4 months. Remaining value: 8 months × €135 = €1,080. Early termination fee: €108 (10%). Refund issued: €972.

4) Downgrades & Plan Changes #

Downgrades take effect at the start of the next billing cycle. No refund is issued for the difference in the current cycle.
Upgrades are prorated and take effect immediately.

5) Exceptional Circumstances #

We may, at our sole discretion, offer refunds or credits outside of this policy in cases of:

Extended service outages directly attributable to Hay.
Billing errors made by Hay.
Other circumstances where we determine a refund is fair and reasonable.

6) How to Contact Us #

For refund requests, cancellations, or billing questions:

Email: [email protected]

Please include your organization name and the email address associated with your Hay account.

7) Governing Law #

This policy is governed by the laws of Portuguese law. Courts of Lisbon, Portugal have exclusive jurisdiction.