Refund Policy

Effective from: 9. 6. 2026 · Last updated: 9. 6. 2026

1. Who you're buying from (Paddle)

Paid subscriptions are sold through Paddle, acting as the merchant of record. In practice, Paddle is the seller for your purchase: it processes the payment, issues the invoice, handles taxes (such as EU VAT), and processes any refund back to your original payment method.

We can help with refund requests and approve them, but the refund itself is carried out through Paddle. Refunds always go back to the payment method you used.

2. The free tier costs nothing

HugoFamily has a genuinely useful free tier that is free forever while your family keeps using it. You can try the core experience without paying and decide whether a paid plan makes sense. There's nothing to refund on the free tier. (A free family that is inactive for 3 months is reminded and then deleted — see the Privacy Policy.)

3. Your EU right of withdrawal (14 days)

As an EU consumer, you generally have the right to withdraw from a purchase within 14 days without giving a reason. HugoFamily is a digital service delivered online — two things are important:

• If you ask us to start your subscription immediately (so you can use paid features right away), at checkout you may be asked to agree that the service starts during the 14-day period and to acknowledge that, by doing so, you lose the automatic right of withdrawal once the service has been fully provided.
• If you haven't yet started using the paid features within those 14 days, you can withdraw and get a full refund of that charge.

Even where the strict 14-day right no longer applies, our goodwill rules in §4 still apply.

To withdraw, contact us (§6). A simple statement is enough, e.g.: “I withdraw from my HugoFamily subscription purchased on [date].”

4. Our goodwill refund approach

We want families to feel good about paying for HugoFamily, so on top of your legal rights:

• Monthly plans: if something isn't working for you, contact us within 14 days of a charge — we'll generally refund that month, provided the plan wasn't used to circumvent paying.
• Annual plans: within 14 days of the charge (initial purchase or renewal) we'll generally offer a full refund. After that, we don't usually refund the remainder of the term, but in genuine cases we'll try to find a fair outcome (for example a pro-rated refund).
• Renewals you forgot about: if a subscription renewed and you contact us promptly (as a guide, within 14 days) and you haven't meaningfully used the new period, we'll generally refund it. We send a renewal reminder so this is avoidable.
• Something broke and we couldn't fix it: if a paid feature didn't work as described and we couldn't resolve it in a reasonable time, you're entitled to a refund for the affected period.

These goodwill rules are in addition to your statutory rights, not instead of them.

Founding families may receive extended paid access for helpful feedback or referring another family — terms and duration (typically 2 months) are set individually under the Founding Families program on the website.

5. When a refund may not apply

We may decline a refund where:

• the request falls outside the windows above and no statutory right applies;
• there's clear evidence of abuse (repeatedly subscribing and refunding, or getting paid features for free);
• the charge is a tax/fee component that we must remit and cannot recover; or
• a chargeback has already been raised for the same charge (see §7).

We won't use these exceptions to deny a genuine consumer right.

6. How to request a refund

1. Email support@hugofamily.app from your account email and include the family name or account email, the approximate date and amount of the charge, and a short note (optional, but it helps us improve).
2. We'll review your request and respond, typically within a few business days.
3. Once approved, Paddle refunds the money to your original payment method. Depending on your bank or card provider, it can take several business days.

You can manage your subscription, invoices, and payment method any time through the Paddle customer portal, linked from the app.

7. Chargebacks

If you don't recognise a charge or have a problem, please contact us first — it's usually faster than a bank dispute, and we're happy to help. A chargeback without contacting us may lead to your account being suspended while the dispute is investigated. Once a chargeback is open, the outcome is handled through your bank and Paddle's dispute process.

8. Cancelling vs refunding

• Cancelling stops future renewals. You keep paid access until the end of the period you've already paid for, then you move to the free tier. Cancelling on its own does not refund the current period (unless a refund right above applies).
• We never delete your family's data just because a subscription ends — you move to the free tier. Permanent deletion is the Delete option in settings (see the Privacy Policy).

9. Changes to this policy

We may update this Refund Policy for future purchases. The version that applies to a purchase is the one in effect when you made it. The “Last updated” date above reflects the current version.

10. Contact

• Refunds & support: support@hugofamily.app
• Operator: Veratec s.r.o., Sokolovská 128/82, 186 00 Praha 8, Česká republika — IČO: 28740459, DIČ: CZ28740459, sp. zn. C 291354 vedená u Městského soudu v Praze
• EU ODR: ec.europa.eu/consumers/odr

These documents belong together: Privacy Policy · Terms of Service · Refund Policy