> For the complete documentation index, see [llms.txt](https://docs.tryholo.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tryholo.ai/account-and-billing/refund.md).

# Refund

If Holo isn’t a perfect fit, you can request a refund on a payment within 7 calendar days, as long as none of the credits from that payment have been used. This is a summary of our [Refund Policy](https://tryholo.ai/policies/refund). The [Terms of Service](https://tryholo.ai/policies/terms) prevail if anything conflicts.

### Refund Eligibility <a href="#h_edf92d6f9d" id="h_edf92d6f9d"></a>

You can request a refund of a subscription payment or a credit top-up if all of the following are true:

* The request is submitted within 7 calendar days of that payment.
* None of the credits allocated or purchased through that payment have been used (including test or discarded generations).
* The purchase was made directly from Holo.

Eligibility is assessed per payment. A renewal and a credit top-up are each assessed on their own.

If more than 7 days have passed, or any credit from that payment has been used, we cannot process a refund, except where we discontinue core functionality (see the full policy) or applicable law requires it.

Cancelling a subscription is not a refund: access continues until the end of the current billing cycle, and fees already paid are not refunded.

### How to Request a Refund <a href="#h_38052e64a5" id="h_38052e64a5"></a>

To initiate your refund:

1. Email <support@tryholo.ai> from the email on your account or message us via the messenger inside the Holo app.&#x20;
2. Include the payment date and a brief reason for the request.
3. We may ask you to verify your identity or provide extra details.

Our team will review your request and respond within 1–2 business days.

### Refund Processing <a href="#h_c363a39e54" id="h_c363a39e54"></a>

Once a refund is approved:

* A 5% processing fee is deducted.
* The refund is issued to your original payment method, or, if you agree, as platform credits of the same net value. Credits issued instead of cash expire 90 days after they are issued and cannot be cashed out.
* Card refunds typically appear within 5–10 business days, depending on your payment provider.

Holo-initiated refunds for discontinued functionality do not take the 5% fee. See the [full Refund Policy](https://tryholo.ai/policies/refund) for those cases, chargebacks, and when no refund is due.

### Need Help? <a href="#h_f95388a443" id="h_f95388a443"></a>

If you have any questions about refunds or your account, reach out anytime at <support@tryholo.ai> — we’re here to help 💫