Email support@hieng.app from the address you used for the purchase, or contact Paddle directly at paddle.net.
Tell us the email your access is registered to and the date of purchase. That is enough — no forms, no scans, no signatures.
Paddle.com is the Merchant of Record for all our orders and processes all refunds. The money is returned to the payment method you used. Paddle typically completes this within 3–5 business days, though your bank may take longer to show it.
Access to the platform is closed within one business day of the refund being approved.
We are not obliged to refund purchases after the 14-day window, but we would rather solve the problem than keep money from an unhappy customer. If something went wrong — a technical issue, a purchase made by mistake, a course that turned out to be at the wrong level — write to us anyway and we will look at it.
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a contract for digital content within 14 days.
This right does not apply once the digital content has been made available to you and you have expressly consented to immediate access and acknowledged that you thereby lose your right of withdrawal. This consent is collected during checkout.
Independently of that statutory right, our own 14-day refund policy above applies to every customer regardless of where they live.
Individual Entrepreneur Kuzmina Irina Vasilievna — support@hieng.app