Legal
Refund Policy
Last updated: 20 October 2026
This Refund Policy applies to all paid subscriptions and purchases made on the Hayil platform by individual Account holders (“Account Holders”). Please read it carefully before subscribing. Constituents using the free tier of the platform are not subject to this policy.
Payments are handled through the payment provider shown at checkout. By completing a purchase you agree to the terms set out below.
1. Scope
This policy covers:
- Monthly and annual plans for individual Accounts
- Recurring monthly governance-tool add-on subscriptions per Account
- Plan upgrades and downgrades processed during an active billing cycle
It does not cover third-party services or integrations accessed through Hayil. Disputes relating to those services must be raised directly with the relevant provider.
2. Monthly Subscriptions
Monthly plans are billed on a rolling 30-day cycle from the date of first payment.
| Cancellation | You may cancel at any time. Your plan remains active until the end of the current billing period; no further charges are made after that. |
| Refund eligibility | Monthly subscription fees are non-refundable once the billing period has commenced. No partial refunds are issued for unused days within a paid month. |
| Exception - first payment | If you cancel within 48 hours of your very first subscription payment and have not meaningfully used the platform (published no content, created no teams), you may request a full refund. |
3. Annual Subscriptions
Annual plans are billed upfront for 12 months and carry a discount relative to the monthly rate.
| Within 14 days of purchase | Full refund, provided the account has not been used to publish content, create teams, or run referendums. |
| After 14 days | No refund. You retain full access to the plan for the remainder of the annual term. |
| At renewal | You will receive a renewal reminder at least 7 days before your annual plan renews. If you cancel within 7 days of the renewal charge and have not used the platform in the new period, you may request a full refund of the renewal amount. |
| Downgrading before renewal | Cancel the annual plan before your renewal date and subscribe to a lower-tier plan at the new period; the difference is not refunded for the current term. |
4. Plan Upgrades and Downgrades
4.1 Upgrading
When you upgrade mid-cycle, we calculate the prorated cost of the new plan for the remaining days in your billing period and charge only that difference immediately. Your billing date does not change.
4.2 Downgrading
Downgrades take effect at the start of your next billing period. No credit or refund is issued for the unused portion of the higher-tier plan in the current period.
5. Tool Add-on Subscriptions
Governance-tool add-ons are recurring monthly subscriptions, purchased per Account rather than per Office. They are billed separately even when your plan is billed annually. The monthly subscription refund rules above apply to these subscriptions.
If a purchased add-on is not delivered or is materially different from what was described, contact us within 7 days for a full refund.
6. Duplicate Charges and Billing Errors
If you are charged more than once for the same subscription period or purchase, or if an amount is charged that differs from the price shown at checkout, contact us immediately. We will investigate and issue a full refund of the erroneous charge within 5 business days of confirmation.
7. Service Interruptions
If Hayil experiences a verified outage that renders core platform functionality unavailable for more than 24 continuous hours in a single billing period, affected Account Holders may request a prorated service credit for the affected period. Credits are applied to the next invoice; cash refunds are not issued for service interruptions unless the interruption persists for more than 72 continuous hours.
8. Accounts Suspended for Policy Violations
Accounts suspended or terminated for violating Hayil’s Terms of Service are not eligible for a refund of any fees paid, including unused portions of annual plans.
9. How to Request a Refund
To submit a refund request:
- Email billing@hayil.org with the subject line “Refund Request - [your registered email]”.
- Include your account name, the date of the charge, the amount, and the reason for your request.
- We will acknowledge your request within 2 business days and respond with a decision within 5 business days.
Refunds are returned to the original payment method used at the time of purchase through the original payment provider. We cannot issue refunds to a different card or mobile money account.
10. Processing Times
| Refund decision | Within 5 business days of your request |
| Credit / debit card refund | 5 – 10 business days after approval (varies by issuing bank) |
| Mobile money refund | 1 – 3 business days after approval |
| Service credit | Applied to your next invoice immediately upon approval |
11. Chargebacks
If you initiate a chargeback with your bank or card issuer without first contacting us, your account may be suspended while the dispute is investigated. We encourage you to reach out to us directly at billing@hayil.org before escalating - most billing concerns can be resolved quickly and without the delays associated with a formal chargeback process.
12. Changes to This Policy
We may update this policy from time to time to reflect changes in our pricing structure or applicable law. When we do, we will update the “Last updated” date above and notify active Account Holders via email at least 14 days before changes take effect. Your continued use of a paid plan after that date constitutes acceptance of the revised policy.
13. Contact
Hayil Inc. - Billing Team
26 Pearl Green Street, Accra, Ghana
billing@hayil.org