Legal · Refunds
MatrixHubx Refund Policy
If you are not satisfied with a paid MatrixHubx plan, you may request a full refund within 14 calendar days of the charge, for any reason. We will not ask you to justify it, and we will not downgrade your service because of it.
14-day money-back guarantee: Every subscription charge — whether the first payment or a renewal — can be fully refunded within 14 calendar days of the charge date. Cancelling a subscription is free and does not affect your access for the period you have already paid for.
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1. Scope
This policy applies to subscriptions, credit packs and add-ons purchased self-service through matrixhubx.com or the MatrixHubx workspace. Payments are handled by us or by our authorized reseller / Merchant of Record.
Enterprise services, custom development or managed services purchased under a separate written contract are governed by that contract. If the contract is silent, this policy applies as a reference.
This policy is a commercial commitment and does not affect any non-waivable consumer rights you have under the law where you live. If applicable law provides a longer refund or withdrawal period, the law prevails.
2. 14-day money-back guarantee
- What is covered: the first payment and every renewal of a subscription, within 14 calendar days of the charge date.
- No reason required: we will not ask why you are requesting a refund, and we will not downgrade your account, restrict future purchases or alter your service history because of it.
- Refund amount: the full amount of that charge. Taxes collected by us are refunded together with it; taxes collected by a Merchant of Record are refunded under that merchant’s rules.
- Effect on access: after the refund is completed, the paid subscription benefits and any credits issued with that order will be withdrawn. You may continue on the Free plan or subscribe again at any time.
- Start of the period: the period runs from the charge time recorded by the payment channel, counted in calendar days. It does not start when you first sign in or begin using the Service.
3. How to request a refund
Email [email protected] with the subject “Refund request” and include:
- your account email address;
- the order number (available in the workspace under Billing / Orders);
- the charge date and amount;
- the last four digits of the payment method (optional, to help us verify).
If the checkout page or receipt shows that payment was processed by our Merchant of Record (for example, Paddle), you may also use the buyer support link on that receipt. Either route is sufficient; please do not submit the same request twice.
Security notice: we will never ask for your account password, full card number, SMS verification code or payment PIN during a refund. Do not provide such information to anyone claiming to be our support staff.
4. Processing times and method
- Response: we confirm and reply within 2 business days after receiving complete information.
- Initiation: approved refunds are initiated within 3 business days to the original payment method.
- Arrival: funds usually appear within 5–10 business days, depending on the bank, card network and region. Cross-border refunds may take longer.
- Fees: we do not charge a refund fee. Exchange-rate differences and fees charged by banks or payment channels follow their own rules.
- Currency: refunds are issued in the same currency as the charge (normally USD).
5. Cancellation and auto-renewal
- Auto-renewal: subscriptions are billed in advance for the selected period and renew automatically at the end of each period until cancelled. The renewal date, amount and payment method are shown in the workspace under Billing / Subscription and on the checkout page before purchase.
- How to cancel: cancel in the workspace under Billing / Subscription, or email us. There is no cancellation fee.
- When it takes effect: no further charge is made for the next period. You may continue to use the Service until the end of the period you have already paid for.
- Remaining period: except for the 14-day guarantee in section 2, the unused portion of a paid period is not refunded pro rata.
- Account and data: cancelling a subscription does not delete your account. To delete your account and data, submit a request under our Privacy Policy.
6. Credit packs and add-ons
- Separately purchased credit packs, account slots, storage and similar add-ons may be fully refunded within 14 calendar days of purchase if they are unused. Used portions are not refundable.
- If an AI generation or publishing task fails, the system automatically returns the relevant credits under the workspace rules. That automatic return does not limit your right to request a refund under this policy.
- Credits are service units. They cannot be exchanged for cash, transferred or withdrawn. On a refund, unused credits associated with that order are withdrawn.
7. Exceptions
The following are not refundable, or are handled under a separate contract:
- requests made more than 14 calendar days after the charge, unless a statutory right applies or we agree otherwise in writing;
- suspension or termination caused by a violation of our Terms of Service, acceptable-use policy or third-party platform rules;
- fraud, unauthorized card use, identity impersonation, or clear abuse of the refund process (for example, repeated purchase–refund–repurchase cycles to obtain continuous free use);
- fees charged directly by a third-party platform (such as advertising spend, transaction commissions or TikTok Shop fees), which must be requested from that platform;
- custom development, managed services or other delivered services under a separate contract, which are governed by that contract.
These limits do not affect any non-waivable rights you have under applicable law.
8. Chargebacks
If you have a question about a charge, please contact us first. Most issues can be verified and resolved within 2 business days, and a refund is usually faster than a chargeback.
Initiating a chargeback before contacting us may result in a temporary account freeze while the payment channel investigates; we will restore the account once resolved. For malicious or fraudulent chargebacks, we may terminate the account and preserve our right to recover losses.
This section does not limit your statutory rights against your bank, card network or a regulator.
9. Your statutory rights
This policy is a commercial commitment. It does not replace, limit or exclude consumer rights granted by applicable law. If the law where you live (for example, the European Economic Area or the United Kingdom) provides a longer withdrawal period or stronger protection, that law prevails.
If any part of this policy conflicts with applicable law, the law prevails and the remaining provisions continue to apply.
10. Changes to this policy
We may update this policy from time to time. Material changes will be announced on this page and the date above will be updated. Changes are not retroactive: each order is governed by the version in effect when it was purchased, and completed purchases are not affected by later changes.
11. Contact us
For refunds, billing or questions about this policy:
- Email: [email protected]
- Operating entity: Hubei Leyi Times Engineering Co., Ltd. (湖北乐益时代工程有限公司)
- Registered address: Room 6, 18th Floor, Building A, New Yangtze International, No. 1208 Jiefang Avenue, Siwei Street, Jiang’an District, Wuhan, China
- Response time: within 2 business days
- Website: https://matrixhubx.com