Refund Policy

This Refund Policy explains when Hiremium refunds AI usage and subscription payments. It forms part of our Terms of Service. In short: every failed AI request is refunded automatically, and subscription fees are not refundable — because our Free plan lets you test the full product before you ever pay.

Failed AI requests are always refunded

You only pay for results. Each CV analysed against a job uses AI usage from your balance. If that request fails for any reason on our side, the usage it consumed is credited back to your balance automatically — no ticket, no waiting, no questions asked.

• What counts as a failed request: an AI provider error or timeout, an unreadable or unparseable AI response, a processing error in our pipeline, or any other case where we could not produce a result for that CV. It also covers files that could not be read or parsed after the request was charged.
• What does not count as failed: a completed analysis whose outcome you disagree with. A low match score, a "not a fit" verdict, or reasoning you find unhelpful is still a completed request — the AI did the work you asked for. Duplicate uploads of the same CV to the same job are detected before any usage is charged.
• When it happens: immediately. The refund is applied by the same process that recorded the failure, usually within seconds, and the file is marked as failed in your batch so you can retry it.
• Where you can see it: the failed file shows its reason in the batch view, and your AI usage page reflects the restored balance. Every charge and refund is logged, and that history is kept even if you later delete the job or batch.
• Retrying: failed files can be re-run from the batch page. A retry is a new request and is charged (and, if it fails again, refunded) in exactly the same way.
• Our own testing mode and any request that is stopped before it reaches the AI (for example, because your balance ran out) are never charged in the first place.

Subscription payments are not refundable

We do not refund subscription fees, in whole or in part, and we do not refund unused AI usage — with the single exception of where a refund is required by law. This applies to monthly and yearly plans alike, and to renewals.

We take this position deliberately, and we think it is the fair one, because you never have to pay to find out whether Hiremium works for you:

• The Free plan includes the same features as the paid plans — the same bulk upload, the same AI screening, the same match scores, reasons and reports, the same candidate tools. Paid plans differ only in limits: more AI usage, more jobs, more CVs per upload and more seats.
• Because the Free plan is a real, complete version of the product and not a limited demo, you can upload real CVs to a real job and judge the quality of the results yourself, at no cost, for as long as you like.
• Upgrading is therefore an informed decision about capacity, not a gamble on whether the product is any good. That is why we ask everyone to test on the Free plan first, and why we do not offer refunds afterwards.

Cancelling a subscription

• You can cancel at any time from the receipt or customer-portal link in your payment confirmation email.
• Cancelling stops all future renewals. Your access and remaining AI usage continue until the end of the paid period you have already paid for; nothing is refunded for the remainder of that period.
• Unused monthly or yearly AI usage does not roll over and is not converted to a refund when a plan ends or changes.

Top-up packs

Top-up packs are one-off purchases of additional AI usage. They are not refundable once purchased, but they never expire and are used only after your plan's included usage — so a pack you buy today is still available on any future plan.

Billing mistakes

The no-refund rule is about product performance, not about our errors. If you were charged twice for the same period, charged after a confirmed cancellation, or billed an amount that does not match the price you agreed to, contact us with the receipt and we will correct it — including a refund of the wrongly charged amount.

Your statutory rights

Nothing in this policy limits rights you have under applicable consumer-protection law that cannot be excluded by agreement. Where such law requires a refund, we will provide it.

Questions

If anything here is unclear, or you believe a request was charged when it should have been refunded, get in touch from the email address on your account and we will look into it.