Refund Policy

1. Scope

This Refund Policy applies to purchases made directly from Hidden Point Studio, Inc. (“Hidden Point Studio,” “HPS,” “we,” “us,” or “our”) unless a different refund policy or commercial agreement expressly applies.

Covered purchases may include:

• Novenect subscriptions and services;
• Novenect Early Access or founding programs;
• TokenFlow products and services;
• downloadable or locally installed software;
• software licenses and entitlements;
• connectors, agents, utilities, and related software;
• implementation or onboarding services where refund rights have not otherwise been defined; and
• other Hidden Point Studio software or digital products.

2. Refund Request Period

Unless another refund period is stated during checkout or in an applicable agreement, you should submit a refund request within seven (7) calendar days after the purchase or initial charge for which a refund is requested.

Requests submitted after that period may still be reviewed when required by law or when Hidden Point Studio determines that exceptional circumstances justify additional consideration.

3. General Refund Eligibility

A refund may be approved when the circumstances reasonably support one, including situations where:

• a purchased product or service cannot be delivered as described;
• software is materially non-functional in a documented supported environment and the problem cannot reasonably be corrected;
• access or entitlements were not provisioned and HPS cannot reasonably provide the purchased access;
• an accidental duplicate charge occurred;
• the wrong HPS product or plan was purchased and the issue is reported promptly before substantial use;
• Hidden Point Studio cancels a paid program before providing the applicable paid benefit; or
• applicable law requires a refund.

Approval depends on the facts of the transaction, applicable terms, usage, services already delivered, and governing law.

4. Technical Problems and Support

If a refund request relates to a technical problem, we may ask for reasonable information necessary to understand and reproduce the issue.

This may include the software version, supported environment, relevant error information, diagnostic output, steps that produce the problem, or other information reasonably necessary to troubleshoot the issue.

Where appropriate, we may ask for a reasonable opportunity to correct the problem before issuing a refund.

5. Subscriptions and Renewals

Cancellation of a subscription stops future renewal charges as provided by the applicable subscription terms. Cancellation does not automatically create a refund for a charge that has already occurred.

A recently processed renewal may be considered for refund when the request is made promptly, the renewed service has not been substantially consumed, and no conflicting commercial terms apply.

Usage-based charges, overages, metered consumption, infrastructure costs, or other charges based on actual consumption generally are not refundable after the underlying usage has occurred, except where required by law or caused by a billing error attributable to HPS.

6. Novenect Early Access and Founding Programs

Application to a Novenect Early Access program does not itself constitute a purchase unless payment is actually collected.

Where an accepted participant pays for a Founding Operator, Founding Partner, implementation, onboarding, or similar program, the applicable program terms may specify what portion of the payment relates to:

• software or platform access;
• onboarding;
• implementation;
• consulting or configuration work;
• reserved implementation capacity; or
• another defined service.

Once individualized onboarding, implementation, consulting, or other substantial services have begun or been delivered, the value of those completed services may be non-refundable to the extent permitted by applicable law and the applicable program terms.

7. Downloadable and Licensed Software

Refund eligibility for downloadable or locally installed software may depend on whether the software was downloaded, activated, used, substantially consumed, or provided together with services.

A refund may be considered where the software is materially non-functional in a supported environment and HPS cannot reasonably resolve the issue.

A refund does not transfer ownership of the software. If a software license is refunded, the applicable license, entitlement, activation, updates, downloads, hosted functionality, or related access may be revoked.

8. Situations That Normally Do Not Qualify

Subject to applicable law and any different written terms, a refund will generally not be approved solely because of:

• a change of mind after substantial use or delivery;
• use in an environment that is clearly identified as unsupported;
• refusal to complete required installation or configuration steps;
• failure to meet published system requirements;
• a requested feature that was not represented as included in the purchased product;
• incompatibility caused by a third-party product or service where HPS did not represent compatibility;
• customer configuration changes, unauthorized modifications, or misuse;
• usage-based or infrastructure consumption already incurred;
• completed implementation, consulting, migration, or onboarding work; or
• repeated or abusive refund behavior.

9. Third-Party Products and Expenses

Hidden Point Studio generally cannot refund charges paid directly to third parties.

Examples may include independent charges from:

• cloud providers;
• domain registrars;
• payment processors;
• third-party APIs;
• marketplaces;
• external software vendors; or
• other independent service providers.

Refund requests relating to a third-party transaction may need to be submitted directly to the provider that processed the charge.

10. Chargebacks and Payment Disputes

If you believe a charge is incorrect, unauthorized, duplicated, or otherwise disputed, we encourage you to contact Hidden Point Studio first when practical so we can investigate the matter.

A chargeback, payment reversal, or payment dispute may cause the affected payment to be treated as unpaid while the dispute is pending.

Where reasonably necessary to protect against loss, fraud, or continued unpaid use, HPS may temporarily suspend the licenses, entitlements, subscriptions, or services associated with the disputed payment.

Hidden Point Studio may provide the payment processor with relevant transaction, account, activation, entitlement, communication, and usage evidence when responding to a dispute.

Fraudulent, abusive, or repeated payment disputes may result in restrictions on future purchases or account access where permitted by law.

11. Refund Abuse and Fraud

Hidden Point Studio may deny a refund request when available evidence reasonably indicates fraud, intentional misuse, material misrepresentation, unauthorized redistribution, repeated refund abuse, or an attempt to retain paid benefits after reversing payment.

Nothing in this section prevents a customer from making a legitimate refund request or exercising rights provided by applicable law.

12. How to Request a Refund

Send the request to:

Please include enough information for us to identify the transaction, such as:

• your name;
• account or organization name;
• email address associated with the purchase;
• product or service;
• approximate purchase date;
• order, invoice, or transaction identifier if available; and
• the reason for the refund request.

Do not send full payment-card numbers, CVV values, account passwords, private keys, or other unnecessary sensitive credentials with a refund request.

13. Review of Refund Requests

Hidden Point Studio may review relevant purchase, entitlement, activation, subscription, service, support, and usage records to evaluate a refund request.

We may contact you for additional information when reasonably necessary to determine eligibility.

Refund decisions are based on the applicable policy, purchase terms, services already delivered, available evidence, and applicable law.

14. Approved Refunds

When a refund is approved, Hidden Point Studio will generally return the eligible amount through the original payment method when reasonably possible.

The time required for an approved refund to appear in your account may depend on the payment processor, bank, card issuer, or other financial institution involved.

Hidden Point Studio does not control processing delays after an approved refund has been transmitted to the applicable payment provider.

15. Partial Refunds

Where permitted by the applicable terms and law, Hidden Point Studio may approve a partial refund rather than a full refund when part of the purchased service has already been delivered or consumed.

Examples may include completed onboarding, implementation work, consulting time, usage-based consumption, reserved service capacity, or another separately identifiable delivered benefit.

16. Effect of a Refund

A completed refund may cancel or reduce the corresponding paid rights associated with the refunded transaction.

Depending on the purchase, this may include:

• cancellation of a subscription;
• revocation of a license;
• removal of entitlements;
• loss of premium functionality;
• removal of download access;
• cancellation of reserved implementation services; or
• termination of the corresponding paid program enrollment.

17. Statutory and Consumer Rights

Nothing in this Refund Policy is intended to waive, restrict, or eliminate a refund, cancellation, warranty, or consumer right that applicable law does not allow the parties to waive.

If mandatory law provides you with rights that conflict with this policy, the mandatory legal requirements apply.

18. Product-Specific and Contractual Terms

A particular product, subscription, Early Access program, implementation engagement, managed service, enterprise agreement, order form, or other purchase may contain different refund or cancellation terms.

If those terms expressly conflict with this general Refund Policy, the applicable product-specific or signed terms control to the extent of the conflict.

19. Changes to This Policy

Hidden Point Studio may update this Refund Policy as products, services, payment methods, business practices, or legal requirements change.

The policy applicable to a transaction will be determined by the applicable purchase terms and law. The current published policy will identify its last-updated date.

20. Related Legal Documents

This Refund Policy should be read together with any other agreements applicable to the transaction.