Our refund policy states that payments made to HeyGen are generally non-refundable, except in specific cases where required by law, and without overriding mandatory local laws regarding cancellation rights.

Additionally, content creation on the platform utilizes resources that incur costs, regardless of whether the app met your expectations. For this reason, refunds are granted only under specific circumstances and at our discretion.

If the app didn’t meet your project needs or wasn’t what you expected, you can request a refund within 15 days of purchase via HeyGen and 14 days via the Apple Store. Refunds made through HeyGen may be granted at our discretion, provided a significant amount of content has not been created, as this utilizes HeyGen resources.

We understand that life gets busy, and sometimes you might forget about an active subscription. Just like with services such as Netflix or Amazon, even if you haven't used your Heygen subscription for a few months, we typically cannot issue a full refund for all those months. This policy aligns with industry standards, ensuring fairness for all users.
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In situations like this, please contact us at [email protected] so we can thoroughly search our support records for your request. While cancellations should always be handled through your subscriptions page, if you previously emailed us about a refund request that wasn’t processed, include the email address used in that correspondence when submitting your new request. This will help us locate and process any eligible refunds promptly.

If you believe charges on HeyGen were made without your authorization, please start by initiating a fraud investigation with your bank or credit card provider to ensure the card is blocked from further unauthorized purchases. Additionally, contact Stripe, our online payment processor, to report the transactions made with your stolen card.

If you believe you qualify for a refund based on the criteria above, please reach out to us via live chat on our platform or by emailing [email protected] . Include the reason for your refund request, the primary email associated with your HeyGen account, and any relevant invoices or details that can support your refund case.

Subscriptions purchased via the HeyGen App are managed entirely through Apple and must be handled directly in the app and within the subscription settings on your iPhone. Please follow the step-by-step guides below to properly cancel your app subscription and request a refund:

3. Choose Subscriptions from the list.

4. Locate the HeyGen subscription you want to cancel.

5. Select Cancel Subscription and Confirm your choice. Your subscription will remain active until the end of the billing cycle.

If you have any issues canceling your subscription, please see this Apple Help Center Article for more information on subscription cancelations.

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If your request is approved by Apple, it might take additional time for the funds to return to your payment method.

Learn how to check the status of your refund request.

For more information, please visit our terms of service page at https://www.heygen.com/terms.