Refund and Cancellation Policy

Overview

HEKI offers a free enterprise AI scenario-map summary and an optional paid AI consultation. The service is a one-time $9.90 purchase unless checkout shows otherwise and includes 30 days, 20 user messages, 5 files, an initial report, and one revision.

This policy explains when you can cancel, when refunds may be available, and how to contact us about payment, consultation access, or report delivery issues.

Cancellation Before Payment

You may cancel at any time before completing payment on the hosted checkout page. If you cancel before payment is completed, no charge should be made and you can continue using the free report.

Digital Service Delivery

After payment, HEKI immediately opens the AI consultation room and sends a secure access link to the email used for the diagnosis. The deep report is delivered after you provide context and confirm generation.

Because consultation access is a digital service that starts after payment confirmation, completed purchases are generally not refundable once consultation access begins, except where required by law or where one of the review cases below applies.

Refund Review Cases

We may review refund requests in the following cases:

• You were charged more than once for the same diagnosis token.
• Payment succeeded but consultation access could not be opened, or a confirmed report request could not be generated within a reasonable time.
• A technical error caused you to pay for the wrong diagnosis session.
• You were charged after canceling checkout and can provide supporting transaction information.
• Other exceptional circumstances where a refund is required by applicable law or is reasonable in our judgment.

Non-Refundable Cases

Refunds are generally not provided when:

• The consultation room has been substantially used or a deep report has already been generated and accessed successfully.
• You are dissatisfied because the report is directional decision-support material rather than a guaranteed implementation outcome.
• You submitted inaccurate, incomplete, or non-desensitized information that affected report quality.
• The request is made after significant time has passed and no technical or billing issue can be verified.

How to Request a Refund

To request a refund review, contact us through the report follow-up email or website contact path and include:

• The email address used for the diagnosis.
• Company name and company domain.
• Payment time, amount, and any transaction or checkout reference available.
• A short explanation of the issue.

We aim to review requests within a reasonable time. Approved refunds will be returned to the original payment method when supported by the payment provider.

Contact

For questions about this Refund and Cancellation Policy, contact HEKI through the website or the report follow-up email.