Refunds

Card payment is not switched on. Any paid arrangement is currently made directly by email, and nothing renews automatically. This page sets out how refunds work now and how they will work once card payment is introduced.

Every account starts with a free allowance, and no card is required to use it. That is deliberate: run a real batch of your own photographs through it and see whether the results are good enough before any money changes hands. Most refund requests are avoidable by spending ten minutes on the free allowance first.

• Within 14 days, for any reason. If you paid in the last 14 days and it is not for you, ask and we will refund it in full, whether or not you used it.
• Whenever the service failed. If processing was broken, unavailable for an extended period, or produced unusable results, we refund the affected items or the period, regardless of the 14 days.
• Charged in error. Billed twice, billed after asking us to stop, or charged the wrong amount: refunded in full.
• Unused prepaid time, pro rata, if we close your account without cause.

• Items you have already exported and used, outside the 14-day window. Exporting is the point at which an item is counted.
• Credit packs bought more than 14 days ago and partly spent. We will refund the unspent portion at the price you paid.
• Dissatisfaction with an automatic cut-out that you exported anyway, after the quality check flagged it for you to look at.

None of this is meant to be a trap. If your case sits on the line, write to us and explain it; we will usually say yes.

Email hello@thecoinhq.com from the address on the account and tell us what happened. You do not need a reason for a request inside 14 days.

We reply within 2 business days. Approved refunds go back to the original payment method, normally within 5 to 10 business days once card payment is running, depending on your bank.

You can stop at any time and there is nothing to cancel while card payment is off. Once it is running, cancelling stops the next renewal and you keep your allowance until the end of the period you have paid for. We do not pro-rate a period you have already started, except in the cases above.

Export what you want to keep before you go. See Terms for what happens to your files afterwards.

Please write to us first. A chargeback costs us a fee and takes months to resolve, whereas an email usually gets your money back the same week. CoinHQ Tools is run by a small company and we would genuinely rather sort it out directly.