Refund and Cancellation Policy
Headloom is operated by Latent Mind Labs LLP, India. This policy explains when you can get your money back for a Headloom purchase. It forms part of our Terms, and it does not limit any right you have under the consumer law that applies to you.
1. What you buy
Headloom sells plans (Starter, Basic and Pro), billed monthly or yearly, and pay-as-you-go swaps. One credit runs one swap. A plan charges the same total every month, or every year (twelve months for the price of eleven), until you cancel, and gives the plan's number of swaps for each month; swaps not used in a month do not carry over. Pay-as-you-go swaps are a one-time purchase and do not expire. Prices are in US dollars, or in Indian rupees plus 18% GST for buyers in India, with a convenience fee added to each charge and shown before you pay. Every account also gets free swaps, which are used first, then a monthly plan's swaps, then pay-as-you-go swaps.
2. Swaps that fail are not charged
If a swap is blocked by our content checks, cannot find a head, times out or fails for any other reason without giving you a result, the credit is returned to your account automatically. You do not need to ask. If a credit was not returned, email us and we will fix it.
3. Refunds for unused purchases
- First purchase, 7 days, nothing used. Within 7 days of your first payment for a plan, or of a pay-as-you-go purchase, you can ask for a full refund if you have not used any swaps from it. A refunded plan ends straight away and its swaps are removed.
- Renewals are not refundable. Monthly and yearly renewals are charged only because the plan was not cancelled. Cancel before the renewal date to avoid the next charge.
- Used swaps are not refundable. Once any swap from a charge or purchase has been used, that charge or purchase is not refundable, except as described in section 4.
- No part refunds. We do not refund part of a month or year, or the unused months of a yearly plan, when you cancel; you keep your swaps until the period you paid for ends.
- A completed swap is not refundable only because you would have preferred a different creative result. Failed swaps are returned automatically (section 2), and if a result is clearly broken, email us and we will run it again.
Consumers in the EU and UK also have the legal right to withdraw from a purchase within 14 days. Email us to withdraw (section 5). Nothing in this policy limits that right.
4. When we always refund
- You were charged twice, or charged for swaps that never reached your account.
- The charge was not authorised by you.
- The Service was faulty or not as described, and we could not fix it.
- We permanently stop offering paid swaps while you still have purchased credits. We refund the unused part.
5. How to ask for a refund
Email suraj@headloom.com from the email address of your Headloom account. Include the date of the purchase and the pack you bought. We reply within 2 business days.
Approved refunds go back to the card, UPI account or other payment method you paid with, in the currency you paid in, through our payment provider Razorpay. Most banks show the refund within 5 to 7 business days. A full refund returns everything you paid, including the convenience fee and any GST. We do not charge a fee for refunds. If you paid in US dollars, your bank may apply its own currency conversion, which we do not control. The refunded credits are removed from your account.
6. Cancellation
You can cancel a plan at any time on the Billing page, in two clicks. Cancelling stops all further charges; the month or year you already paid for is not refunded unless section 3 or 4 applies, and its swaps stay usable, month by month, until it ends. Pay-as-you-go purchases have nothing to cancel. You can stop using Headloom at any time, and you can delete your account from Settings. Deleting your account cancels any plan straight away and removes any credits and swaps left on it, so ask for any refund you are due before you delete it.
7. Chargebacks
If something went wrong, please email us first. We can usually resolve it faster than a bank dispute. We may suspend an account while a chargeback is open.
8. Contact
Questions about this policy: suraj@headloom.com. See also our Delivery Policy and Contact page.