Refund Policy

Last updated and effective: August 6, 2026

This Refund Policy (the “Policy”) applies to transactions in which you purchase a Hikage personal license through the official Hikage website, a checkout page designated by Hikage, a payment link, or another sales channel approved by Hikage.

This Policy forms part of the Hikage Terms of Service. The seller, price, currency, taxes, items delivered, refund conditions, and other special terms expressly shown for a transaction on the purchase page, Merchant-of-Record checkout page, order receipt, or transaction confirmation also form part of that transaction.

This Policy does not provide a uniform no-reason refund guarantee for a fixed period. Refunds and other remedies depend on the transaction conditions shown at purchase, the rules of the Merchant of Record, the relevant facts, and applicable law. Nothing in this Policy replaces, restricts, or excludes any right of withdrawal, cancellation, repair, repeat performance, replacement, price reduction, refund, contract termination, damages, or other non-excludable consumer remedy available to you under applicable law.

1. Purchases Covered and Transaction Parties

Hikage’s current personal license is a one-time perpetual license. It is not a monthly or annual subscription and does not renew automatically.

This Policy applies to:

• personal licenses purchased through the official Hikage website or a checkout page designated by Hikage;
• personal-license transactions completed through an official payment link or purchase confirmation sent by Hikage;
• another Hikage product or license whose purchase page expressly states that this Policy applies.

This Policy does not apply to:

• free trials, free features, complimentary licenses, or licenses for which no price was actually paid;
• licenses obtained from an unauthorized reseller or another third party not approved by Hikage;
• transactions sold by an independent app store or another independent seller where this Policy was not expressly made applicable at purchase.

Hikage currently uses Creem for checkout. For a transaction completed through Creem, the Creem entity identified at checkout acts as seller, payee, and Merchant of Record (“MoR”):

• the specific Creem legal entity is the entity identified during checkout or on the order receipt;
• Creem handles checkout, collection of payment, transaction taxes, order receipts, execution of refund funds, and payment disputes within its control;
• the operator of Hikage is responsible for the software license, license delivery, activation, product functionality, updates, product quality, customer support, and investigation of refund eligibility;
• the sales and payment relationship between you and the MoR is connected to, but distinct from, the software-license and product-service relationship between you and the operator of Hikage.

If Hikage later offers subscriptions, team licenses, enterprise licenses, hosted services, or another independent product, that product may be governed by separate cancellation and refund rules shown before purchase.

2. No Uniform Voluntary Refund Guarantee

Unless the purchase page, MoR transaction terms, order confirmation, or applicable law expressly provides otherwise:

• Hikage does not offer a fixed no-reason refund period;
• Hikage does not promise a refund solely because you changed your mind, did not use or only briefly used Hikage, no longer need it, or did not use the free trial before purchasing;
• downloading, installing, launching, activating, or using Hikage does not by itself determine whether a refund is available;
• submitting a refund request, receiving a case number, or entering a review process does not mean that a refund will be approved;
• the availability of a Hikage free trial neither restricts your statutory remedies nor creates a refund promise after purchase.

If more favorable refund conditions were expressly shown before a particular purchase, those conditions apply to that transaction. If the MoR terms or applicable law provide a more favorable withdrawal, cancellation, or refund right, the more favorable condition continues to apply.

No payment-platform or MoR rule excludes or restricts a non-excludable consumer right under applicable law.

3. Circumstances That May Require Investigation or a Remedy

Even without a general voluntary refund guarantee, you may use the MoR support channel shown on the order receipt or contact us to request investigation and an applicable response in the circumstances below.

3.1 Duplicate Payment or Incorrect Charge

If you believe the same purchase was charged more than once, the amount charged differs from the checkout confirmation, or another billing error occurred, promptly provide the order or transaction number and contact the MoR or us.

The outcome is determined by the transaction records, MoR rules, and applicable law. It may include correcting the order, cancelling a duplicate transaction, returning a duplicated or incorrectly collected amount, or another appropriate response. Taxes, currency conversion, and fees separately charged by a bank may require review by the MoR, card issuer, or relevant financial institution.

3.2 Failure to Deliver the License

If payment is confirmed but you do not receive or cannot obtain a valid license, we will first help resend, restore, or correct the delivery.

If valid delivery still cannot be completed within a reasonable period after notice, you may request further handling. Depending on the purchase conditions and applicable law, the response may include continued performance, alternative delivery, cancellation, a refund, or another remedy.

3.3 A Material Problem with Hikage

You may contact us to investigate if, in an environment that meets the system requirements stated at purchase, Hikage:

• materially fails to conform to an express description made at purchase;
• cannot provide a core paid feature promised at purchase;
• has a serious problem that materially interferes with ordinary use;
• fails to satisfy a quality, fitness, conformity, or ongoing-update requirement imposed by applicable law.

Without affecting any right you may have under law to demand a particular remedy directly, we may, depending on the nature of the problem, provide troubleshooting, repair, an update, configuration assistance, an alternative solution, repeat performance, a reasonable price reduction, partial refund, full refund, contract termination, or another applicable remedy.

If the problem cannot be fixed, is not fixed within a reasonable period, or fixing it would cause you significant inconvenience, we will cooperate in providing further remedies as required by applicable law and the circumstances. The MoR ordinarily executes any movement of refund funds.

3.4 Unauthorized or Suspected Fraudulent Transaction

If you believe a payment was not authorized by you, promptly contact the MoR identified on the order receipt, the payment platform, card issuer, or other payment-service provider and also notify us using the contact details in this Policy.

During an investigation, we may temporarily restrict new device activations or other online actions associated with the license where necessary and proportionate. The result of a refund, payment reversal, chargeback, or dispute is determined by applicable law, MoR rules, and the investigation outcome.

3.5 Withdrawal, Refund, or Other Remedy Required by Law

If applicable law gives you a withdrawal period, cooling-off period, refund right, or a non-excludable remedy concerning quality, repair, repeat performance, price reduction, contract termination, damages, digital content, digital services, or software, applicable law controls.

This Policy does not require you to waive the right to seek assistance from a consumer-protection authority, regulator, alternative-dispute-resolution body, small-claims court, or another legally competent body.

4. How to Submit a Request

For a payment, statement descriptor, tax, receipt, refund-settlement, or payment-dispute issue, ordinarily use the order-support channel included in the order receipt or transaction-confirmation email or supplied by the MoR. For an activation code, license delivery, device seat, software feature, or technical issue, contact:

support@hikage.app

You may also contact us first. If the matter is independently controlled by the MoR, we may direct you to its support channel or, where lawful and necessary, help identify or forward the request.

To help locate the order, provide as much of the following as reasonably available:

• the order or transaction number;
• the email address used for the purchase;
• the purchase date;
• the payment amount and currency;
• a brief explanation of the issue;
• the outcome you are requesting.

If the request concerns failed delivery, a software problem, or an incorrect charge, provide brief information sufficient to explain the issue. We may ask for the Hikage version, macOS version, error message, or diagnostic information directly related to the problem.

If you can no longer access the email address used for the purchase, you may contact us from another address, but we or the MoR may ask for information reasonably necessary to establish your relationship to the order.

We aim to acknowledge receipt within 3 business days. If known supporting material is needed, we will try to explain it in one request; after a technical or transaction investigation, we will communicate the outcome; and after a refund is initiated, we will provide any status made available by Creem or the payment provider. This service target does not shorten or guarantee a statutory period or third-party processing time.

5. Review and Allocation of Responsibilities

To handle a request, we or the MoR may verify:

• the order and payment status;
• MoR or payment-platform records;
• whether the license was delivered;
• the license’s activation, suspension, revocation, and refund status;
• whether a duplicate payment, payment reversal, or chargeback occurred;
• a technical issue directly related to the request;
• whether there is fraud, use of a stolen payment instrument, license abuse, or duplicate compensation.

We will not ask you to provide local activity records, browsing history, or calendar content unrelated to the order or problem.

Hikage investigates product, delivery, and licensing issues under this Policy and applicable law and decides or recommends the corresponding product remedy. For a transaction completed through Creem, Creem executes refund funds through its checkout system, payment rules, and applicable law. Creem may also independently take necessary action where required by law, a payment dispute, fraud, a duplicate charge, or a manifest error. Hikage cannot guarantee processing time controlled by Creem, a bank, a card issuer, or another independent third party.

For a software issue, we may first offer reasonable troubleshooting, repair, or an alternative solution. If applicable law permits you to require an immediate refund, contract termination, or another remedy, or further troubleshooting would unreasonably delay a statutory remedy, we will not use troubleshooting to restrict that right.

6. MoR Transaction and Refund Process

Under its transaction terms, refund policy, legal obligations, and anti-fraud rules, the MoR may:

• provide a self-service order-management or refund-request channel;
• require verification or submission through its system;
• verify the order, payment method, purchaser identity, or tax status;
• receive Hikage’s refund-eligibility decision or product-remedy recommendation and execute fund operations within its control;
• process sales tax, value-added tax, or other transaction taxes;
• issue an order confirmation, receipt, invoice, credit document, or refund notice;
• handle payment reversals, chargebacks, and payment disputes;
• determine the banking process and settlement time after a refund is submitted.

Hikage determines refund eligibility and investigates product, delivery, and licensing facts, then provides the MoR with a refund decision or remedy recommendation. The MoR executes the movement of funds through its system. Unless law or a specific transaction arrangement provides otherwise, Hikage cannot bypass the MoR to control transaction funds. The MoR may also independently refund or take another necessary action when required by law, payment-network rules, fraud, a duplicate charge, or a manifest error.

For a transaction sold by an MoR, a refund is ordinarily executed by that MoR to the original payment method. Hikage does not send the refund separately to a different card, payment account, digital wallet, or recipient on request.

If the order receipt identifies an independent app store, platform, or other third party as the seller and the purchase did not expressly adopt this Policy, you will ordinarily need to request handling from the seller listed on the receipt. We may assist by explaining Hikage’s technical or licensing status, but we may be unable to control funds held by another seller.

7. Refund Method, Amount, and Timing

A refund that is determined or agreed to be due is generally returned to the original payment method and processed in the currency of the original transaction. The specific method is governed by the MoR, the payment method, and applicable law.

The refund amount ordinarily does not exceed the amount actually paid for the order. A partial refund, tax correction, price reduction, or another response that does not terminate the transaction may apply only to part of the order.

Hikage generally does not control differences caused by exchange-rate movements, a payment account’s conversion method, or fees for cross-border processing, currency conversion, receiving funds, or account use that a bank charges separately. Applicable law may provide otherwise.

Approval of a refund, our request for it, or the MoR’s initiation of it does not mean that the funds will appear in your account immediately. Timing depends on the MoR, payment method, card issuer, and financial institution. Where the MoR makes the information available, we may help provide a refund status or reference number, but we do not guarantee a bank-processing period.

If the original payment method is no longer valid, the MoR, card issuer, or financial institution determines how the refund is credited. Where feasible, we will assist in following up on a failed refund.

8. Effect of a Refund or Payment Dispute on the License and Local Data

Merely submitting a refund request, payment dispute, or chargeback notice does not automatically cause permanent revocation of the license.

After a full refund is completed, the transaction is cancelled, payment is finally reversed, a chargeback succeeds, or the transaction is declared invalid, the personal license associated with that transaction may be revoked. After revocation:

• activated devices may lose paid access the next time they verify online;
• a device may return to free mode after its local license credential expires;
• the corresponding activation code can no longer be used to activate a new device;
• paid features and license support associated with that license end.

A refund or license revocation does not:

• automatically upload your local activity data;
• automatically delete your local activity database;
• automatically delete files you have exported;
• automatically delete events already written to Apple Calendar;
• prevent you from continuing to use any Hikage features that are free at that time.

You are not required to submit, surrender, or delete local activity data as a condition of receiving a refund or another statutory remedy.

If the remedy is a partial refund, tax adjustment, price reduction, or another remedy that does not terminate the transaction, the entire license does not automatically become invalid. We will explain whether the license remains valid and whether any license rights change based on the MoR’s final transaction status, the outcome, and applicable law.

If a payment dispute ultimately confirms that the transaction remains valid, a refund is not completed, or the funds are restored, we will reasonably maintain or restore the license after verification according to the final transaction status.

9. Payment Disputes and Chargebacks

Before starting a card chargeback or another payment dispute, you may contact the MoR or us so that a duplicate payment, failed delivery, or software issue can be addressed.

This is a recommendation, not a condition that you must satisfy before exercising a statutory right, complaining to a payment provider, or starting a payment dispute within an applicable deadline.

Please avoid obtaining both a refund and chargeback compensation for the same transaction. If duplicate compensation occurs, we or the MoR may lawfully correct the duplicated payment.

We may provide the MoR, payment platform, card issuer, or dispute-handling body with order, delivery, licensing, and support-status information necessary to handle the dispute. We do not submit activity databases, browsing history, calendar content, or other private data unrelated to the order.

10. Statutory Withdrawal Rights and Immediate Supply of Digital Content

In some countries or regions, consumers who purchase digital content remotely may have a statutory right of withdrawal.

Where applicable law permits, that withdrawal right may end after supply of the digital content begins only if, before payment, you:

1. expressly request that the digital license be supplied immediately after payment;
2. expressly consent to supply of the digital content beginning;
3. acknowledge that beginning supply may cause the statutory withdrawal right to end early.

Immediate supply of digital content or lawful termination of a statutory withdrawal right does not create a voluntary refund guarantee that this Policy does not expressly provide. It also does not affect a non-excludable remedy arising because the software does not conform to its description, is defective, does not work properly, lacks required updates, or fails to satisfy a statutory quality requirement.

If the purchase page or MoR terms provide an additional refund condition independent of the statutory withdrawal right, that condition applies according to its terms.

11. Changes to This Policy

We may update this Policy because of a change in MoR or sales channel, purchase process, product type, legal requirement, or operating method.

The version of the Refund Policy that ordinarily applies to a transaction is the version shown to and accepted by you when you completed the purchase. An updated Policy applies only to purchases made after its effective date unless:

• the new version is more favorable to you;
• we expressly agree otherwise with you;
• applicable law requires the new rule to apply to an existing transaction.

We will not use a change to this Policy alone to retroactively cancel a refund entitlement or statutory consumer right expressly acquired at purchase. Likewise, this Policy does not retroactively create a no-reason refund guarantee for a transaction for which no such commitment was expressly made.

We recommend keeping historical versions and their effective dates available on the website for purchasers to review. The MoR and policies applicable to a transaction are those identified during checkout and on the order receipt.

12. Contact

To request assistance with a refund, ask about handling status, report a duplicate payment, resolve a license-delivery issue, or submit a complaint, contact:

• Email: support@hikage.app

Payment, tax, receipt, refund-settlement, and payment-dispute issues may also be handled through the MoR support channel shown on the order receipt.

To help us process the request, use “Refund Request” or “Payment Issue” in the subject line and include the necessary order information.