Refund Policy

All HiSugar subscriptions and gem purchases are made on our website. This article explains when a refund is possible and how to request one.

The general rule

Subscription fees and one-time gem purchases are non-refundable, except where required by mandatory consumer law or where one of the cases below applies.

Goodwill window — 24 hours

If you change your mind, contact us within 24 hours of the charge and we will consider a goodwill refund, provided the subscription period has not been substantially used and no gems from the purchase have been spent.

EU consumers — 14-day right of withdrawal

Consumers in the European Union may have the right to withdraw within 14 days of purchase under EU consumer law. To exercise this right, contact support@hisugar.ai within 14 days of purchase. Note: by using the Service and consuming digital content during this period, you may waive this right under applicable law.

Defective service

If you experience a verified service defect (an extended outage, a billing error, or content you paid for that was never delivered), contact support@hisugar.ai with details. We will investigate and, where appropriate, provide a refund or service credit.

What we cannot refund

• Gems already consumed (spent on gifts or on generated images)
• Partial month / unused subscription periods after the goodwill window
• Cancellations made after the renewal billing date

How to contact us

Email: support@hisugar.ai — Subject: Refund request. Include your account email, the purchase date, the transaction ID from your receipt, and the reason for the refund.

We respond to all refund inquiries within 5 business days.