Refund Policy
Last updated: July 21, 2026
Summary
Mandatory consumer rights always apply. For Paddle transactions, Paddle acts as the authorised reseller/Merchant of Record and refund requests are governed by Paddle's Buyer Terms and Refund Policy. Next Hair assists with delivery evidence, technical failures, missing AI usage units, and results.
Paddle's current policy gives consumers in Türkiye and Israel a 14-day statutory withdrawal right for some digital content and service contracts. Other countries may have different mandatory rules. A request within a stated period does not remove fraud checks or override lawful digital-content rules.
Content
- Products covered
- When refunds may be available
- When purchases are usually not refundable
- Credit restoration and failed generations
- Guest unlock and one-time purchases
- Request window and processing time
- How to request a refund
- Chargebacks and payment disputes
- Abuse and misuse
- Policy changes
- Contact us
Products covered
This policy applies to the two planned one-time private-beta products: an account allowance of up to 50 standard AI hairstyle outputs for USD 10.00 and exactly 10 guest AI hairstyle results for USD 19.99. The account allowance is recorded internally as 100 non-cash AI usage units. No subscription, renewal, or recurring charge is offered for the private beta.
| Product type | What it unlocks | Refund approach |
|---|---|---|
| Account AI-output allowance | Non-transferable AI usage units used only for eligible Next Hair AI actions. | Unused units may be reviewed for refund eligibility. Used units are usually not refundable. |
| AI generation | Processing a selfie and selected hairstyle reference to create an AI preview. | Successful completed generations are usually final. Failed technical generations may qualify for credit restoration. |
| Guest result unlock | Unlocking a preview/result set generated before account creation or login. | Usually final after the result is unlocked, unless access was not delivered or payment was duplicated. |
When refunds may be available
Refunds are not automatic, but we will review requests carefully. A refund, partial refund, or credit restoration may be available in situations such as:
- You were charged more than once for the same purchase.
- Payment succeeded but credits or unlocked results were not delivered to your account.
- An AI generation failed because of a technical error and no usable result was produced.
- You purchased the wrong package and contacted us before using any credits.
- Applicable consumer law requires a refund in your location.
- Paddle approves a statutory or discretionary refund under the policy governing the transaction.
When purchases are usually not refundable
Because Next Hair provides digital processing, AI previews, and instant access to credits/results, the following are usually not refundable after delivery, subject always to mandatory consumer law and Paddle's decision for a Paddle transaction:
- Credits that have already been used for successful AI generation.
- Completed AI hairstyle previews that were generated and delivered.
- Guest unlocks after the unlocked result has been displayed or made available.
- Dissatisfaction based only on personal taste, hairstyle preference, or a normal AI variation.
- Low-quality results caused by poor input photos, face not visible, heavy blur, extreme angle, low lighting, or photos uploaded without following guidance.
- Purchases made by mistake when credits were already used.
- Account misuse, abuse, prohibited uploads, or attempts to bypass the credit/payment system.
Credit restoration and failed generations
In many cases, restoring credits is more appropriate than refunding a payment. If a generation fails because of a server error, provider error, timeout, or other technical issue, we may restore the credits used for that failed generation.
| Issue | Typical resolution | Notes |
|---|---|---|
| Generation failed and no result was delivered | Credit restoration or refund review | We may check logs and account history before approving. |
| Result delivered but user dislikes the style | Usually not refundable | AI previews are creative outputs and may vary. |
| Duplicate charge | Refund duplicate payment or add missing credits | Requires order/payment evidence. |
| Credits not added after payment | Add missing credits or refund if delivery cannot be fixed | Webhook/payment provider events may be checked. |
Guest unlock and one-time purchases
Guest result unlocks and one-time digital purchases are intended to provide immediate access to a generated or locked result. Once the unlocked result is displayed, downloaded, saved, or otherwise made available, the purchase is usually final.
If payment succeeded but the unlock did not happen, or the same unlock was charged more than once, contact us with the payment details and we will review it.
Request window and processing time
Submit requests promptly. Paddle's current policy provides a 14-day statutory withdrawal period for some digital content and service contracts purchased by consumers in Türkiye and Israel, and a 14-day discretionary review window globally. Different or longer mandatory rights may apply.
| Request window | Use the period required by applicable law or Paddle's policy; 14 days applies to the current Türkiye/Israel rule. |
|---|---|
| Review time | Next Hair aims to acknowledge support requests within two business days. Paddle decides and processes Paddle refunds. |
| Payment provider timing | Approved refunds may take additional time depending on the payment provider, card issuer, bank, country, currency, and tax handling. |
How to request a refund
For an activated Paddle purchase, use the receipt's support link or visit paddle.net and choose “Request refund.” You may also email [email protected] for technical evidence, missing delivery, or help locating the transaction.
- Your account email address.
- Order ID, transaction ID, receipt, or checkout email if available.
- Date and approximate time of purchase.
- Credit package or guest unlock purchased.
- A short explanation of what went wrong.
- Screenshot of the error or payment receipt if helpful.
We may ask follow-up questions to verify account ownership, payment activity, or generation history before approving a refund or credit restoration.
Chargebacks and payment disputes
If you have a payment issue, please contact us first so we can investigate quickly. Chargebacks or payment disputes can delay resolution because the payment provider or bank may restrict what we can change while the dispute is open.
If a chargeback is opened for a purchase connected to used credits, unlocked results, or suspected abuse, we may suspend account access, pause credit use, or preserve relevant records while the dispute is reviewed.
Abuse and misuse
We may deny refunds, credit restorations, or future purchases if we detect abuse, fraud, repeated refund requests after successful use, attempts to bypass payment, prohibited uploads, account sharing abuse, automated usage, or other behavior that violates our Terms of Use.
We may also limit or close accounts connected to fraudulent payments, stolen payment methods, unauthorized chargebacks, or activity that creates risk for the product or other users.
Policy changes
We may update this Refund Policy when approved checkout, product offers, provider rules, or consumer laws change. The version shown at purchase and Paddle's applicable transaction policy govern that transaction.
This policy applies alongside Mert EFE's disclosed individual operator status, Paddle's rules for Paddle transactions, and mandatory consumer law. Paddle decides and processes Paddle refunds; Next Hair applies the corresponding access or usage-unit reversal after receiving verified provider confirmation.
Contact us
For refund, credit delivery, duplicate charge, or payment questions, email [email protected] or use the contact page. Include your account email and order details so we can help faster.