This policy outlines how BeHooked handles credit refunds, plan cancellations, and automatic credit adjustments when a model generation fails.
Failed Generations & Automatic Returns
Generative model providers occasionally fail or timeout due to infrastructure load. When a generation fails on our end or from an upstream model error:
- Automatic Return: The exact credit amount consumed by that generation attempt is automatically refunded back to your account balance immediately.
- No Manual Request Required: You do not need to contact support to recover credits for system errors or failed job executions.
Subscription Cancellations
You can cancel your subscription at any time directly from your account settings.
- Current Billing Period: Cancellation stops future auto-renewals. You retain access to your plan’s concurrency limits, workspace features, and remaining credit balance until the end of your paid billing cycle.
- Rollover Credits: Unused credits on active paid subscriptions roll over to the next month as long as your subscription remains active. If a subscription lapses or is cancelled, remaining subscription credits remain usable until the end of the billing period.
Refund Requests
Because BeHooked incurs non-recoverable compute and GPU cluster costs from upstream model providers upon job invocation, credits and plan subscriptions are generally non-refundable once compute has been consumed.
However, we consider full or partial refunds under the following circumstances:
- Duplicate Charges or Billing Errors: If you were charged multiple times in error or billed incorrectly due to a payment processing glitch.
- Service Outages: Extended platform unavailability (exceeding 24 consecutive hours) that prevented you from utilizing paid services.
- First 48-Hour Trial Window: If you purchased a subscription, ran fewer than 5 test generations, and requested a cancellation within 48 hours of purchase.
Requesting a Refund
To request a review for a refund:
- Email [email protected] with your account email and invoice ID.
- State clearly why you are requesting a refund.
- Our team reviews all requests within 2 business days. Approved refunds are credited back to your original payment instrument within 5 to 10 business days.