HEXTrack

HexTrack — Refund and Cancellation Policy

Effective date: 28 July 2026

Applies to: subscriptions billed in Australia through Stripe (AUD), together with add-ons (extra seats, AI credit packs and one-off services).

This policy forms part of, and should be read together with, our Terms of Service. It sets out how to cancel, what happens to a period you have already paid for, and when refunds are available. Nothing in this policy limits your rights under the Australian Consumer Law — see section 6.

1. Who this policy covers

This policy covers monthly and annual HexTrack subscriptions billed through Stripe, together with add-ons such as extra seats, AI credit packs and one-off services.

2. Cancelling is self-service and available at any time

You can cancel your subscription whenever you like, either from the subscription screen in the app or by contacting support. There is no exit fee, no lock-in term, and no need to give a reason.

Once you cancel:

  • your account remains active until the end of the period you have already paid for, and does not renew; and
  • the exact end date is shown on the subscription screen as soon as the cancellation is recorded.

Please export any data you want to keep before the paid period ends. After closure the account enters a grace window (see the Privacy Policy), after which the data is deleted.

3. 14-day money-back guarantee on your first paid plan

If you are not satisfied with your first purchase of a paid plan, you may request a full refund within 14 days of that first charge. We refund to the original payment method through Stripe. This guarantee applies once per customer.

This is a commercial guarantee we offer voluntarily, in addition to — and without limiting — your rights under the Australian Consumer Law described in section 6.

How quickly the credit appears on your statement after we issue a refund depends on your card issuer, and is generally 5–10 business days.

4. No pro-rata refund for unused time

Apart from the 14-day guarantee in section 3, and any statutory right that cannot be excluded (section 6), we do not provide pro-rata refunds for a paid period you did not fully use. The service remains available to you until the end of that period.

For an annual subscription, this means that cancelling part-way through the year keeps your access until the end of the 12 months already paid for, with no refund of the remaining months.

5. AI credits and add-ons

  • Monthly plan credits reset each billing cycle and do not roll over.
  • Purchased credit packs keep the validity stated at purchase and are not refundable once consumed — the token cost is paid to the AI provider at the moment of use.
  • Renewals, seat additions, credit top-ups and one-off add-ons are not covered by the 14-day guarantee, except where the law requires otherwise (section 6).

6. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), being Schedule 2 to the *Competition and Consumer Act 2010* (Cth). These statutory rights are non-waivable: they apply regardless of anything in this policy, the 14-day guarantee, or the Terms of Service.

For major failures with the service, you are entitled to: - cancel your service contract with us; and - a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from the failure. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Where you are entitled to a remedy under the ACL, we will provide it as the law requires. This policy’s general “no pro-rata refund” position does not apply to refunds owed to you under the ACL.

7. Failed payments and overdue accounts

Declined charges are automatically retried by Stripe. If payment continues to fail, we may suspend access after notice and, if it remains unpaid, terminate the subscription. Suspension does not cancel amounts already owed.

Once payment is settled, the account is reactivated with data intact, provided it is still within the grace window described in the Privacy Policy.

8. How to request a refund

Write to contato@hextrack.com.br and include:

  • the email address on the account;
  • the charge date and the amount; and
  • whether you are claiming the 14-day guarantee, a right under the ACL, or something else.

We aim to respond to refund requests within 5 business days.

9. Disputes with your bank

Before raising a chargeback with your card issuer, please contact us — in most cases we can resolve the matter directly and faster. A dispute opened while the subscription is active may suspend access until your issuer completes its review. This does not affect your rights under the ACL.

10. Contact

ÓRUS DIGITAL (CNPJ 38.084.946/0001-56)
Email: contato@hextrack.com.br