Refund Policy
This policy explains how refunds and disputes are handled for Hilt subscriptions, transaction fees, and merchant flows built on top of the Hilt platform.
Last updated: March 30, 2026
1. Hilt Subscription Fees
Unless otherwise stated in a signed commercial agreement, paid Hilt subscription fees are generally non-refundable once the billing period begins. If you cancel, your workspace will remain on the paid plan until the end of the current billing period.
2. Setup and Service Fees
Setup fees, onboarding fees, implementation fees, and other service fees are non-refundable once the related work has begun, except where we agree otherwise in writing.
3. Transaction Fees
Hilt transaction fees are charged for successfully confirmed payment flows. Because these flows are non-custodial and settle on-chain, confirmed transaction fees are generally not refundable unless we made an error in charging them.
4. Merchant-Sold Goods and Access
Hilt provides infrastructure to merchants; it is not ordinarily the seller of the merchant’s goods, memberships, downloads, communities, or services. Refunds relating to the merchant’s underlying product are the merchant’s responsibility unless Hilt expressly states otherwise. Buyers should contact the merchant first regarding delivery or access disputes.
5. Digital Delivery and Membership Flows
Once a digital delivery, invite flow, download, redirect, or other access state has been triggered after a confirmed payment, the underlying blockchain payment is not reversible by Hilt. If a merchant needs to make a goodwill refund, that refund must be handled separately by the merchant unless Hilt agrees to assist.
6. Service Errors
If a genuine platform error caused fees to be charged incorrectly or access to fail due to Hilt’s own service issue, contact billing@hilt.so with the relevant wallet address, transaction signature, and workspace details. We will review the case and, where appropriate, issue a refund or billing adjustment.
7. Contact
Billing and refund enquiries can be sent to billing@hilt.so.