Refund Policy
The short version: a failed render refunds itself, automatically. Everything else is explained below.
Studio renders
If a render fails, you are never charged for it. Our system detects the failure and reverses the charge in full, automatically, without you needing to ask or email anyone. What comes back matches what you paid with:
- Paid by card: we refund the payment to your original payment method. Depending on your bank, the money shows up within a few business days.
- Paid from your credit balance: the credits are returned to your balance immediately, ready to spend on another render.
If you paid from a credit balance and would rather have money back than credits, email support@madebyhexa.co and we will sort it out. Nothing here affects your statutory rights, including the withdrawal right set out below.
If a render completes but the result disappoints you, tell us at support@madebyhexa.co. Completed renders are custom digital work generated to your exact configuration, so they are not automatically refundable, but we care that you got what you paid for and will make it right where we reasonably can.
EU/EEA/UK: your 14-day withdrawal right
Studio creations are digital content delivered immediately. At checkout you tick a box expressly requesting immediate delivery and acknowledging that the 14-day right of withdrawal ends once generation begins. That is why a completed render cannot be "returned"; a failed one is refunded automatically as described above.
Produced-for-you packages
Package orders are custom production work made to order, so we do not offer refunds once production has started. Production starts when you complete payment and submit your product details through the intake form. Until then, EU/EEA/UK customers can withdraw and receive a full refund.
Every paid package includes one free revision round. If the first version is not what you wanted, reply to your confirmation email with what to change and we revise it.
Monthly plans
Cancel anytime; the plan stays active until the end of the paid billing period and does not renew after that. Cancellation requests go to support@madebyhexa.co.
Before you open a dispute
If something has gone wrong with your order, please contact us first at support@madebyhexa.co before raising a chargeback or payment dispute. We respond quickly and will work with you to fix the issue.
Contact
Questions about a refund or revision? Email support@madebyhexa.co.
← Back to home