If a plan is not right for you, ask for a full refund within the period below, counted from the day of the payment, whether it is your first payment or a renewal, and you get it. You do not need to give a reason.
- Yearly plans, which are every Hera Backup plan and Hera Site Monitor plans paid yearly: 14 days.
- Monthly plans, which are Hera Site Monitor plans paid monthly: 7 days.
How to ask
Our orders are handled by our reseller, Paddle.com, which is the Merchant of Record and pays refunds. Ask in any of these ways:
- through the support link in the receipt email Paddle sent you;
- at paddle.net, by looking up your order and choosing to request a refund;
- by writing to us at the contact address above.
The money goes back to the payment method you used, as Paddle's refund policy describes.
What a refund ends
- A full refund ends the plan it paid for at once and cancels its subscription, so you are not charged again.
- Hera Backup: the refund ends the plan's licences, with their updates and support, and its Hera Backup Hub storage, storage add-ons included. Hera Backup Hub stops accepting uploads and downloads at once, so download any backup you want to keep before you ask.
- Hera Site Monitor: your sites go back to the free plan.
- A refund of a storage add-on alone removes that add-on from your subscription, and its storage ends at once. If your backups then take more space than you still have, the rules in our Terms of Service for going over your storage apply.
- The credit left when you move to a smaller plan is not paid out as money: it goes toward your next renewal.
After the refund period
After 14 days for a yearly plan, or 7 days for a monthly plan, payments are not refunded, unless the law where you live gives you a right to one. This policy does not take away any such right.