Refund Policy

🚫
Refund Form
No Cash Refunds
📅
Compensation Type
Usage Days Added
⏱
Request Deadline
Within 7 Days
🎁
Free Trial
7 Days for New Users
Article 1

Scope of Application

This Refund Policy applies to all purchases of Hidemyacc service plans from ONEADX Co., Ltd. By completing payment, Customer confirms they have read, understood, and agreed to this policy in full.

⚠ IMPORTANT NOTICE BEFORE PURCHASING

Hidemyacc provides a FREE 7-day trial for all first-time customers. Please thoroughly test the software during the trial period before purchasing. Completing payment means you are satisfied with the product and accept this Refund Policy.

Article 2

General Principles

Hidemyacc applies a compensation policy in the form of additional usage days credited to the account — not cash refunds — and only in cases of clear error on the Company's part.

The only form of compensation: Additional usage days equivalent to the disruption period are credited to your Hidemyacc account. The Company does not issue cash refunds, e-wallet refunds, or any other monetary reimbursement.
Article 3

Cases NOT Eligible for Refund

The Company will not consider refunds in any of the following situations:

3.1 — Customer's Subjective Reasons

  • Change of mind or no longer needing the service after purchase;
  • Purchasing the wrong plan due to not reading the feature description carefully;
  • Business results not meeting personal expectations;
  • Not using the full duration of the purchased plan;
  • Auto-renewal already activated due to forgetting to cancel before the renewal date.

3.2 — Terms Violations

  • Account suspended or terminated due to violation of the Terms of Service;
  • Using the software for prohibited purposes (Article 4, Terms of Service);
  • Providing false or inaccurate registration information.

3.3 — Minor Technical Issues or Circumstances Beyond Our Control

  • Software bugs resolved within 7 consecutive days — the Company will prioritize fixing rather than refunding;
  • Disruptions beyond our control: ISP outages, DDoS attacks, force majeure events;
  • Incompatibility with Customer's own software, systems, or configurations.
Article 4

Conditions for Compensation Consideration

The Company will consider compensation requests only when all of the following conditions are met simultaneously:

  • The issue clearly originates from the Company's side: backend system outage or serious software bug unresolved after 7 consecutive days;
  • Customer was genuinely unable to use the service during the period of the issue;
  • The compensation request was submitted within the required timeframe (Article 5);
  • Customer provides sufficient supporting evidence as required.
The Company has sole authority to accept or reject requests based on its own system data. Customer evidence is supplementary and cannot override the Company's system records.
Article 5

How to Submit a Compensation Request

⚠ MANDATORY DEADLINE

Compensation requests must be submitted within 07 (seven) days of the date the issue occurred. Requests submitted after this deadline will be automatically rejected with no exceptions.

1
Send an email to [email protected]
Subject: [COMPENSATION REQUEST] – [Account Email] – [Date Issue Occurred]
2
Describe the incident in detail
Start time, end time (if already resolved), the plan you are using.
3
Attach supporting evidence
Screenshots of errors, video recordings, error logs (if available). The clearer the evidence, the faster the processing.
4
Await response within 5 business days
The Company will verify through system data and notify you of the result.
If you wish to switch to a different plan rather than request compensation, please contact our support team directly via Facebook or Telegram for individual consultation.
Article 6

Processing & Result Notification

6.1 — Review Timeframe

The Company reviews requests within 5 business days from receipt of complete information. The Company has sole authority to accept or reject requests based on system data and evidence provided.

6.2 — Accepted Result

  • Compensation days are calculated based on the actual duration of service disruption;
  • Compensation days are credited to the account within 48 business hours;
  • Customer is notified through the communication channel used to submit the request.

6.3 — Rejected Result

If the request is not eligible, the Company will notify the Customer of the reason for rejection. The Company's decision is final within the scope of this Policy.

Customers who disagree with the decision may raise a dispute through the dispute resolution process in Article 10 of the Terms of Service.
Article 7

Force Majeure

The Company shall not be liable and will not provide compensation for service disruptions caused by force majeure events, including but not limited to: natural disasters, pandemics, war, government authority decisions, international network infrastructure failures, or large-scale cyberattacks.

Article 8

Contact Information

ONEADX Co., Ltd. — Hidemyacc Software