This Refund Policy explains how subscription fees and refunds work for Hugo services purchased directly from Hugo ApS ("Hugo"). If you purchased through a reseller or marketplace, their terms may apply instead.
1. Subscription billing
Paid plans are generally billed in advance for the subscription period you select (monthly or annual, as shown at checkout). Unless otherwise stated, fees are non-refundable except as set out below or where required by law.
2. Free trials
Solo includes a 14-day free trial and Business includes a 7-day free trial. No card is required for an eligible trial. Without a payment method, the trial ends without a charge and the workspace returns to Free limits. With a payment method on file, billing starts when the trial ends unless you cancel beforehand. Trials are available once per customer. You can manage payment details and cancel through billing settings or the customer portal. Trial eligibility is checked using your email address or Stripe customer record. Checkout requires payment details when no trial applies, including repeat trial attempts and Scale subscriptions. If a trial converts to a paid subscription, the standard refund terms in Section 3 apply.
3. Refunds for direct purchases
If you believe you were charged in error, contact billing@2ndnatures.org within fourteen (14) days of the charge. We will review good-faith requests and may issue a refund or credit where appropriate (for example, duplicate charges, failure to deliver the Services due to our fault, or where mandated by consumer protection rules in your jurisdiction).
4. Downgrades and cancellations
You may cancel or downgrade through billing settings or the customer portal where available. Cancellations take effect at the end of the current billing period unless stated otherwise. We do not refund partial periods except where required by law or at our discretion for service issues.
5. Taxes and currency
Prices may exclude taxes; applicable taxes are added at checkout. Refunds, when issued, typically match the charged amount in the original currency; tax treatment follows local rules.
6. Chargebacks
Before initiating a chargeback, please contact us — we can often resolve billing questions faster. Unresolved chargebacks may result in suspension of access while investigated.
7. Changes
We may update this Refund Policy; the "Last updated" date will change. Material changes to refund practices will be communicated as required.
8. Contact
Billing questions: billing@2ndnatures.org. General support: hello@2ndnatures.org.