Refund Policy

At checkout you expressly request that the service starts immediately and you acknowledge that, once it does, you lose the 14-day right of withdrawal granted to EU consumers by Directive 2011/83/EU (in Romania, OUG 34/2014).

Because of that waiver, subscription fees are generally non-refundable once your account is active.

We do refund, usually within 5–10 business days, in these cases:

• Duplicate charge on the same plan caused by a payment-processor or upgrade-flow issue;
• Charge after cancellation: if your subscription renewed despite an earlier cancellation request that was visible in our records;
• Total service failure caused by us, e.g. a prolonged outage during a period you paid for and could not use the Service in any meaningful way.

You don’t need to argue these cases. Just email us with the Stripe receipt and we’ll handle it.

Even though the waiver makes refunds discretionary, we frequently issue them as a goodwill gesture when:

• you cancel within 14 days of your first paid charge and have barely used the Service;
• you accidentally chose the wrong plan and reach out within a few days;
• you were charged for a renewal you genuinely intended to cancel but forgot, and the charge is recent.

Goodwill refunds are case-by-case, but our default leans toward giving you the benefit of the doubt. If you’re unhappy, ask.

• Partial months of use after a cancellation: your subscription stays active until the end of the paid period;
• Past months where the Service was available and used;
• Charges older than 90 days unless an automatic case in Section 2 applies.

Email support@henoraguest.com with the subject Refund request, including:

• the email address on your Henora Guest account;
• the Stripe receipt or invoice number (forwarding the email works);
• a short note on the reason.

We aim to reply within two business days. If we approve, the refund is issued through Stripe to the original payment method. Most banks credit the amount within 5–10 business days.

Cancellation and refund are separate. You can cancel at any time from Settings → Manage subscription; that stops future renewals but does not by itself refund past charges. If you want both, cancel first, then email us so we can review.

If we decline a refund and you believe it’s due, you can:

• contact ANPC’s Alternative Dispute Resolution body, see Terms §15;
• use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr;
• open a chargeback with your card issuer (last resort, we’d rather you talk to us first).

We may update this policy; the current version with its date is published on the site. Material changes will be communicated to active subscribers in advance.

Questions about a charge or refund: support@henoraguest.com.