Refund Policy

This Refund Policy applies to subscriptions and purchases of Hetri Inc. products, including Professional Animal Works ("PAW") and Grotaro. It forms part of our Terms of Service. Where our payment partner Paddle acts as merchant of record for your purchase, refunds are processed by Paddle to your original payment method, and Paddle's buyer terms also apply.

14-day money-back guarantee. If you are a first-time Grotaro subscriber and are not satisfied for any reason, you may request a full refund of your first subscription payment within 14 days of your initial purchase. This guarantee applies once per customer and does not apply to renewal payments.

Cancellation. You may cancel your Grotaro subscription at any time. Cancellation stops future billing; your access continues until the end of the current billing period. Renewal payments are not refundable except as required by law, so if you do not wish to renew, please cancel before your renewal date.

EU / UK consumers. If you are a consumer in the European Economic Area or the United Kingdom, you have a statutory 14-day right of withdrawal for purchases of digital services. Our 14-day money-back guarantee is at least as generous as this right. By starting your subscription immediately upon purchase, you consent to the service beginning within the withdrawal period; this does not limit your ability to obtain a refund of your first payment within 14 days as described above.

PAW facility subscriptions are business (B2B) purchases. Subscription fees and platform fees are non-refundable, and no refunds or credits are provided for partial billing periods, unused time, or downgrades, except where required by applicable law or where these terms provide otherwise.

Cancellation. You may cancel your PAW subscription at any time. Cancellation takes effect at the end of the current billing period; you retain access to paid features until then and will not be billed further.

Billing errors and service issues. If you believe you were billed in error, or a verified, prolonged service outage materially prevented use of the platform, contact us at support@hetri.org within 30 days of the charge and we will review your request in good faith and issue a refund or credit where appropriate.

Email support@hetri.org from the email address associated with your account, including your order or receipt number (found in the purchase confirmation email from us or from Paddle) and the reason for your request. For purchases processed by Paddle, you may also use the contact options included on your Paddle receipt. Approved refunds are issued to the original payment method; processing times depend on your payment provider, typically 5–10 business days.

If you have a billing concern, please contact us before initiating a chargeback. Most issues can be resolved quickly through support. We reserve the right to suspend accounts associated with fraudulent chargebacks.

We may update this Refund Policy from time to time. Changes apply to purchases made after the effective date shown above and will not reduce the refund rights attached to a purchase you have already made.