How to cancel, what happens to your plan and credits, and when you can get a refund. In short: cancel any time in Manage billing and keep your plan to the end of the period you’ve paid for; you have a 14-day cooling-off period (minus what you’ve used); spent credits can’t be refunded, but an unused credit pack can be within 14 days.
1. How to cancel a subscription
- Log in and open your account page.
- Choose Manage billing. This opens Stripe’s secure billing portal.
- Choose to cancel your subscription, and confirm.
You can cancel at any time. Your plan stays active until the end of the billing period you’ve already paid for, then your account moves to Free. You won’t be charged again. Your projects stay in your browser, and credits you bought stay yours.
If you can’t get to Manage billing, email hello@h4z.co.uk from the address on your account and we’ll cancel for you.
2. Your 14-day right to cancel (cooling-off period)
If you’re a consumer in the UK or the EU, you have a statutory right to change your mind within 14 days after you buy a subscription or a credit pack online, under applicable consumer law, including (for UK customers) the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, and (for EU customers) the Consumer Rights Directive. The 14 days start on the day you buy (for a free trial, the day you start the trial).
Because the service starts straight away, at checkout you ask us to give you access immediately, during the cooling-off period, and you acknowledge that:
- for a subscription, if you cancel within the 14 days, you’ll pay for the service you’ve received up to the time you tell us, and you lose the right to cancel the part you’ve already used;
- for AI credits, you lose the right to cancel for any credits once you’ve used them.
So, if you cancel within the 14-day cooling-off period:
- Subscriptions: we’ll refund what you paid, minus an amount in proportion to the days you had the paid plan before telling us, and minus the value of any included AI credits you used (at the price of our largest credit pack).
- Credit packs: see AI credits below.
To cancel within the cooling-off period, email hello@h4z.co.uk from the address on your account, saying that you want to cancel and what you bought. You can use this wording if you like: “I hereby give notice that I cancel my contract for [the plan or credit pack], bought on [date]. Name, email address, date.” Cancelling in Manage billing alone only stops the next renewal; to get a cooling-off refund, please tell us as well.
3. Cancelling a free trial
The Studio trial is free for 7 days. To avoid being charged, cancel in Manage billing before the trial ends. Your card won’t be charged, and your account moves to Free when the trial ends.
If you don’t cancel, your card is charged when the trial ends, and the subscription renews automatically after that. Your 14-day cooling-off period runs from the day you started the trial, so if you’re charged and then cancel within those 14 days, you can still ask for a refund as described above.
4. AI credits
- Credits are non-refundable once spent.
- Unused credit packs: if you haven’t used any of a pack’s credits, you can ask for a full refund within 14 days of buying it. Email hello@h4z.co.uk. The pack’s credits are removed from your account when we refund it. If you’ve used some of its credits, the pack can’t be refunded under this policy.
- Included monthly credits come with your plan and aren’t refunded separately. If they aren’t used, they don’t carry over to the next month.
- If an AI generation fails, the credits it used are given back to your balance automatically.
5. Failed payments
If a renewal payment fails, Stripe will try again over the following days, and you may get an email asking you to update your card. You can update it at any time in Manage billing. While we’re retrying, you keep your plan.
If the payment still can’t be taken, your subscription may be cancelled and your account moved to Free. Your projects stay in your browser and keep playing (with the Free watermark), credits you bought stay yours, and you can subscribe again at any time.
6. If something goes wrong
Separately from the cooling-off period, if the service isn’t as described, isn’t of satisfactory quality, or isn’t provided with reasonable care and skill, you have rights under applicable consumer law, including (for UK customers) the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, and (for EU customers) the Consumer Rights Directive and the rules on digital content and services where you live. These can include a repair, a price reduction or a refund. Please contact us and we’ll put it right. This policy doesn’t affect those rights.
7. How refunds are paid
Refunds go back to the card or payment method you paid with, through Stripe, in the same currency, within 14 days of us agreeing the refund. It can then take a few working days for your bank to show it.
8. Contact
For cancellations, refunds or anything about billing, email hello@h4z.co.uk from the address on your account. Please include what you bought and when. Subscriptions, credit packs and refunds are provided by H4Z Development Services Limited, trading as Prism Mapper; our full details are in our Terms of Service.