Refund Policy

This Refund Policy explains how payment refunds and product-related remedies work for Hugo Premium subscriptions.

Hugo is operated by RevOps Labs s.r.o. (the “Provider”). Paid subscriptions are sold and charged by Paddle, which acts as the authorized reseller and Merchant of Record.

This Policy supplements the Hugo Terms of Service, the Paddle Buyer Terms and the Paddle Refund Policy. It does not limit any rights that cannot be excluded under Czech, EU or other applicable consumer law.

1. Who processes a refund

Because Paddle is the seller of record:

• Paddle charges your payment method;
• Paddle issues the invoice or transaction confirmation;
• Paddle calculates and remits applicable sales taxes;
• Paddle returns any approved monetary refund to the original payment method.

RevOps Labs does not send payment refunds directly and does not issue a separate invoice for a Paddle transaction.

You may contact us about a product or billing problem. We can investigate the Hugo-related issue, approve or recommend a product-related refund where appropriate, and coordinate with Paddle. The payment itself is returned by Paddle.

2. Statutory withdrawal rights

If you are a consumer, you may have a statutory right to withdraw from an online purchase within 14 days.

The withdrawal process, including any request for immediate access to Hugo Premium before the withdrawal period expires, is presented during Paddle Checkout and is governed by:

• mandatory consumer law applicable to you;
• the Paddle Buyer Terms;
• the Paddle Refund Policy.

To exercise a withdrawal right, contact Paddle buyer support or email support@meethugo.co and we will assist with routing the request.

Nothing in this section reduces a statutory withdrawal right available in your country.

3. Incorrect or unauthorized charges

Contact us or Paddle without delay if:

• you were charged more than once for the same subscription period;
• you were charged an amount different from the amount shown at checkout;
• you were charged after a cancellation should have taken effect;
• you do not recognize the transaction.

Once the issue is verified, Paddle will correct or refund an incorrect charge as required.

An unrecognized payment may also require security or fraud checks. We may temporarily restrict the associated Hugo account while the transaction is investigated where reasonably necessary to protect the user, Paddle or the Provider.

4. Problems with Hugo Premium

If a Premium feature is defective or unavailable, contact support@meethugo.co and describe:

• the affected feature;
• what happened and when;
• the result you expected;
• any relevant screenshot or error message.

We will investigate within a reasonable period appropriate to the nature and purpose of the Service.

Depending on the issue and applicable law, the available remedy may include:

• restoring the affected feature;
• correcting the defect;
• extending Premium access;
• a proportionate price reduction;
• termination of the affected subscription;
• a partial or full refund processed through Paddle;
• another remedy required by mandatory consumer law.

There is no fixed 72-hour threshold for exercising statutory rights. A shorter but serious defect may still entitle you to a remedy under applicable law.

5. Cancellation is different from a refund

You may cancel Premium at any time to prevent the next renewal.

Unless mandatory law or an approved refund provides otherwise:

• cancellation takes effect at the end of the current paid billing period;
• Premium access continues until that date;
• the unused part of the current billing period is not automatically refunded.

You can cancel through the subscription-management area in Hugo, the Paddle buyer portal, Paddle buyer support or with assistance from support@meethugo.co.

6. Trials

A time-limited Premium trial granted directly by Hugo does not require payment and does not create a refund entitlement.

Unless clearly stated otherwise before a trial begins, the account returns to the Free plan when the trial expires. The trial does not automatically become a paid subscription.

If Paddle Checkout offers a separate trial that is designed to convert into a paid subscription, its price, conversion date and cancellation conditions will be shown before activation and governed by the Paddle Buyer Terms.

7. How to request help or a refund

For the fastest payment-related assistance, use Paddle buyer support.

You may also email support@meethugo.co with:

• the email address associated with your Hugo account;
• the date and amount of the charge;
• the Paddle transaction or invoice number, if available;
• a description of the issue;
• the remedy you are requesting.

We will confirm receipt and either investigate the product issue or direct the request to Paddle as appropriate.

8. Refund method and timing

An approved refund is returned by Paddle to the original payment method.

Processing and bank-display times depend on Paddle, the selected payment method and the card issuer or bank. Paddle will provide the relevant transaction confirmation.

RevOps Labs cannot send a Paddle refund to a different card, account or payment method.

9. Chargebacks

If you disagree with a charge, please contact Paddle or support@meethugo.co before starting a bank chargeback where practical. Many billing or product issues can be resolved more quickly through the normal support process.

This request does not limit your right to contact your bank or card issuer.

Because Paddle is the seller of record, payment disputes and chargebacks are handled through Paddle.

10. Changes to this Policy

We may update this Policy to reflect changes in the Service, applicable law or Paddle’s processes.

Material changes will be communicated by email or through the Service where appropriate. The version applicable at the time of a transaction remains subject to mandatory law and the Paddle terms governing that transaction.

11. Contact

RevOps Labs s.r.o.
Hlaváčkova 1334/19, Košíře
150 00 Prague, Czech Republic
Email: support@meethugo.co

Payment and refund requests may also be submitted through Paddle buyer support.