Informativa sulla cancellazione

General Cancellation Terms

Users may cancel their unpaid or unfulfilled purchase orders and selected product options within a valid period without additional fees. This policy applies to all product configuration options, accessory bundles, and digital service packages selected during checkout on Hera official website, Google Play, and Apple App Store.
30-day Cancellation Window: Within 30 days from the order confirmation date, users are eligible to cancel unfulfilled purchase options and apply for a full refund if no products or services have been activated, shipped, or consumed.

Cancellation Eligibility

Eligible for Free Cancellation
- Unpaid pending orders with unconfirmed product options
- Paid orders where physical products have not been shipped or digital services have not been activated/used
- Misselected purchase options that remain unfulfilled and unchanged in original status

Ineligible for Cancellation

- Orders where physical products have been shipped, delivered, or partially used
- Digital services, membership subscriptions, or transcription quotas that have been activated, consumed, or partially used
- Customized product options that have been processed and cannot be resold
- Cancellation requests submitted more than 30 days after order confirmation

Physical Product Option Cancellation Rules

For customized hardware options, bundled accessory packages, and device configuration upgrades selected during purchase: Cancellation is only permitted before order shipment. Once the order is dispatched, users shall follow the official return and refund policy instead of direct cancellation. Any special configured options cannot be canceled separately if the core device order is fulfilled.

Digital Service Option Cancellation Rules

All optional digital service add-ons, including upgraded memberships, extra transcription quotas, and exclusive functional rights, support free cancellation within 30 days of purchase if unused. Once the service is activated or any quota is consumed, cancellation requests will not be accepted. Cancellation of digital options does not affect the validity of users’ purchased core device products.

Cancellation Process

Please contact support@heraai.co to submit your purchase option cancellation request and provide:
- Valid order number
- Product SN (Serial Number) (for hardware-related options)
- Registered email address
- Specific purchase options to be canceled
After customer service review and approval, Hera will process order cancellation and fund settlement within 4-8 business days. The actual refund arrival time depends on the bank or payment platform processing speed.

Special Cancellation & Retention Solution

For special scenarios approved by Hera customer service, including inconvenient order revocation or special user circumstances, users may retain unfulfilled product or service options. Hera reserves the right to disable unactivated option permissions, reset configuration rights, or terminate pending service authorizations to standardize order management. Corresponding refund or compensation will be arranged based on specific order conditions.

Platform-Specific Cancellation Rules

Official Website & Third-Party Channel Orders: All cancellation requests are reviewed and processed directly by Hera official support team.
Apple In-App Purchase Orders: Cancellation and refund eligibility are subject to Apple’s official rules and review results. Users need to submit cancellation requests via Apple’s official portal (reportaproblem.apple.com), and Hera cannot intervene in platform-related processing procedures.

Final Interpretation Right

Hera and cooperating payment platforms reserve the final right of interpretation for all purchase option cancellation rules. Hera has the right to adjust the policy content appropriately based on service iteration and platform rules.