HannahDream Refund Policy

1. Overview of digital services

HannahDream provides digital, real-time AI companion services—including private conversational messaging, persistent relationship memory, and personalized AI photo generation.

Because accessing these features consumes immediate server computation and model inference capacity, our plans and products operate under the clear and transparent refund guidelines outlined below.

2. Subscription plans & cancellations

Paid subscriptions (such as Starter, Pro, or Premium) renew automatically on a monthly or annual cadence as selected at checkout.

• Self-service cancellation: You can cancel your subscription renewal at any time directly through your Account settings.
• Continued access: When you cancel renewal, your active subscription remains valid and accessible until the end of your current prepaid billing cycle. No further automatic charges will occur.
• Renewal fees: Cancellation stops future renewals but does not automatically issue a retroactive refund for periods already billed, unless eligible under the exceptions described below.

3. Photo credit packs

One-time photo credit packs (such as the 50-credit pack) are non-recurring purchases designed for members who prefer pay-as-you-go visual moments without a monthly plan.

• Unused credits: If you purchased a photo credit pack and have not used any credits from that purchase, you may request a full refund within 14 days of the transaction date.
• Consumed credits: Once photo credits are consumed to successfully generate images, those used credits are non-refundable.
• No expiration: Purchased photo credits never expire as long as your account remains in good standing.

4. Failed or blocked generations

You are never charged for unsuccessful platform operations:

• If an image generation fails due to a system error, pipeline timeout, or infrastructure issue, the reserved credit or monthly allowance is automatically restored to your account.
• If a generation request is blocked by our automated content moderation classifiers, no credit or allowance is deducted.

5. Refund eligibility & exceptions

We evaluate refund requests fairly and will issue refunds under the following circumstances:

• Billing errors & duplicate charges: If a technical error caused you to be billed twice or charged incorrectly, we will refund the erroneous charge in full.
• Prolonged service disruption: If an extended technical outage on our end prevents you from using paid services for more than 48 continuous hours, you may request a proportional refund or billing credit.
• Inadvertent renewal: If your subscription renewed automatically and you contact support within 48 hours of the charge without having used any message or image allowances in the new period, our support team can grant an exceptional cancellation and refund.
• Statutory consumer rights: If you reside in the European Union, United Kingdom, or any jurisdiction granting statutory cooling-off rights for digital purchases, we honor applicable legal consumer guarantees.

6. Non-refundable situations

Refunds cannot be provided in the following cases:

• Subscriptions where monthly messaging, character access, or photo allowances have been substantially utilized during the billing cycle.
• Discontent based on subjective creative preferences, character temperament, or general AI conversational style, as free tiers are provided to evaluate the experience before subscribing.
• Accounts suspended or terminated due to intentional violations of our Acceptable Use Policy (including attempts to generate explicit, non-consensual, or unlawful content).

7. How to request a refund

To submit a refund request, please email our support team at support@hannahdream.com with the following details:

• Your HannahDream account email address.
• Order ID, transaction reference, or receipt number from your payment confirmation email.
• A brief description of the issue or the reason for your request.

Our team typically reviews and responds to billing inquiries within 1 to 2 business days. Approved refunds are credited back to your original payment method, and typically reflect on your bank or credit card statement within 5 to 10 business days depending on your financial institution.

8. Disputes & chargebacks

We encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or credit card provider. Direct inquiries allow us to resolve billing questions and process valid refunds much more rapidly, without triggering automated provider security holds on your account.

9. Updates & contact

We may update this Refund Policy periodically to reflect changes in our service offerings, payment processors, or legal requirements. Updated versions will be published on this page with an updated effective date.

For any questions regarding billing or this policy, please reach out to support@hannahdream.com.

This Refund Policy complements our Terms of Use and Privacy Policy.