Legal

Refund & Cancellation Policy

Last updated: 2026-07-09 · Applies to HeyWatch Online Access (Pro) subscriptions

Plain language summary: The HeyWatch app is free. Online Access (Pro) is a paid subscription you can cancel anytime — you keep access until the end of the period you already paid. Every subscription starts with a 7-day free trial: cancel before it ends and you are never charged. New subscribers also get a 14-day money-back guarantee on the first payment. Duplicate or accidental charges are always refunded.

1. What this policy covers

This policy applies only to Online Access (Pro) — the optional paid subscription that provides a dedicated subdomain and an encrypted tunnel so you can reach your self-hosted server from outside your home network. The HeyWatch application itself is free and is not part of any purchase or refund.

2. Free trial

Your subscription starts with a 7-day free trial so you can test Online Access before any charge. You will not be billed until the trial ends, and you can cancel during the trial at no cost — you will not be charged at all.

3. Cancellation

You can cancel at any time using the “Manage subscription” link in your welcome email (it opens your secure billing portal), or by emailing [email protected].
Cancellation stops future renewals. You keep access until the end of the billing period you already paid for.
Cancelling does not, by itself, trigger a refund of the current period — see below.

4. 14-day money-back guarantee

If you are a new subscriber and you are not satisfied, email us within 14 days of your first payment and we will refund that payment in full — no questions asked. Just write to [email protected] from the email tied to your subscription.

5. Renewals and partial periods

After the 14-day window, and for renewal charges (monthly or annual), we do not refund partial or unused periods. To avoid the next charge, cancel before your renewal date — you will keep access until the period ends.

6. We always refund

Duplicate or accidental charges.
Charges made after you cancelled.
Cases where we could not provide the service you paid for (e.g. a provisioning failure or an extended outage of the Online Access infrastructure on our side).

7. How refunds are processed

Payments and refunds are handled by our payment provider and merchant of record, Paddle (Paddle.com Market Ltd). Approved refunds are returned to your original payment method. Depending on your bank, it may take 5–10 business days to appear.

8. Your statutory rights

Nothing in this policy limits any refund or cancellation rights you may have under the consumer-protection laws of your country (including, where applicable, EU/UK cooling-off rights for digital services). Where the law grants you broader rights, those apply.

9. Contact

Questions about a charge, a cancellation, or a refund? Email [email protected] and we will get back to you.

This document is provisional. A final version reviewed by counsel will be published before HeyWatch exits private beta. For questions in the interim, email [email protected].