Refund Policy

1. The policy

All purchases are final and non-refundable. Every credit, every pack of credits and every other paid item hall-e offers is sold on that basis, whether the credits are used, partly used or untouched. There is no trial period, no cooling-off window and no cancellation with a refund.

2. What this covers

This policy applies to everything you can pay for:

• single credits and packs of credits;
• credits bought but never spent;
• credits spent on an analysis you did not like or did not apply;
• credits left on an account you close, or that we suspend or close under the Terms;
• any future paid feature, unless its own terms say otherwise at the point of purchase.

3. Reasons that do not qualify

Refunds are not given for change of mind, for buying more credits than you needed, for buying on the wrong account, for hardware that turns out not to report press depth, for a recommendation you disagree with or chose not to apply, for your results in any game, for a game publisher's or anti-cheat vendor's decision about your account, or for hall-e being changed, limited or discontinued during development.

hall-e measures input and recommends settings. It makes no claim about your aim, your rank or the outcome of any match, and no outcome is a ground for a refund.

4. A failed analysis is not charged

This is not a refund and does not require one. A credit is reserved before an analysis is attempted and released back to your balance if the analysis does not complete successfully, so you keep the credit rather than getting money back. The balance our server confirms is the balance that counts.

If a credit was consumed and you never received the analysis, tell us. We will restore the credit to your account. The remedy is the credit, not a payment.

5. Credits are not money

Credits are attached to your account, cannot be transferred between accounts, have no cash value and cannot be exchanged for money at any time, including when an account is closed. Unused credits are not converted, carried out or paid back.

6. Billing errors

A billing error is not a refund request and is treated separately. If you were charged twice for the same purchase, charged without authorising the payment, or charged an amount that does not match what the payment page stated, email us within 60 days of the charge from the address on your account, with the date, the amount and the receipt from the payment provider. Where we confirm the error, we correct it.

7. Where you actually paid

Payments are handled by a third-party payment provider in your own browser; hall-e never takes a card. That provider, and the merchant of record behind it, have their own terms and may operate their own refund process that we do not control and cannot override. Requests made through such a process are decided by them, not by us. This policy states what we offer.

8. Chargebacks

Ask us first. Opening a chargeback or payment dispute instead of contacting us may lead to the related credits being removed and the account being suspended while the dispute is open, under section 10 of the Terms of Service.

9. Your statutory rights

Nothing in this policy removes a right you have under consumer law that cannot be waived. Where such a law gives you a right to cancel a digital purchase, note that credits are delivered to your account and become spendable immediately: by buying them and using them you ask for immediate performance and, in jurisdictions where that applies, lose the right to withdraw from that purchase. If a mandatory right does apply to you despite the above, it applies, and we will honour it.

10. Changes

We may update this policy. The version in force for a purchase is the version published when you made it, and the effective date above tells you when the current version was published.

11. Contact

Billing questions go through the contact form. Send them from the address on your account.