I was charged unexpectedly

If you noticed a HiSugar charge on your card or statement that you did not expect, please check the following before disputing with your bank.

1. Find the charge

All HiSugar purchases are made on the website and confirmed by email. Search your inbox for a receipt, and open Settings → Manage subscription to see the plan and renewal date on your account.

2. Common reasons for an unexpected charge

• Subscription auto-renewal: your subscription renewed at the end of the billing period because it was not cancelled before the renewal date.
• Trial conversion: a trial period ended and the subscription started automatically.
• One-time gem purchase: you purchased gems and the charge appears separately from your subscription.
• Shared card: another person using the same card may have made the purchase.

3. Resolving the charge

Email support@hisugar.ai with the subject "Unexpected charge" and include your account email, the date and amount of the charge, and the last 4 digits of the card.

Customer satisfaction is our priority. If you have any concerns about a charge, please contact our support team first — we can usually resolve the issue faster than a bank chargeback process.